Summary
Overview
Work History
Skills
Education & Professional Development
Languages
Work Availability
Work Preference
Quote
Timeline
AccountManager

Jessica Exil

Management
Winston-Salem,NC

Summary

Results-driven professional skilled in leadership, quality management, and employee engagement. Experienced in optimizing processes, fostering collaboration, and driving operational excellence. Adept in vendor relations and benefits administration. Proven track record of enhancing customer satisfaction, improving performance metrics, and strengthening workplace culture.

Overview

20
20
years of professional experience

Work History

Senior Customer Care Team Manager

Alight Solutions
10.2020 - 09.2024
  • Collaborated with senior management to establish key performance objectives for the Customer Care Team, aligning individual goals with overall business strategies.
  • Increased first-call resolutions through rigorous monitoring of call handling metrics and targeted coaching interventions aimed at improving agent proficiency levels.
  • Served as primary HR and policy contact, ensuring clear, efficient communication across teams.
  • Oversaw call calibration meetings, ensuring uniform service standards for Health & Welfare, Pension, 401k, and spending accounts.
  • Acted as Subject Matter Expert on promotion and bonus programs, managing execution and tracking.
  • Centralized key resources by maintaining the Elite Leadership SharePoint site.
  • Implemented initiatives to reduce attrition and enhance employee morale.
  • Developed policies protecting employees from abusive interactions.
  • Spearheaded training innovations to elevate customer care representative performance. Streamlined new hire onboarding, ensuring seamless transitions and comprehensive training.
  • Championed company policies and values within the Customer Care Team, instilling a culture of excellence in service delivery across all interactions with customers.
  • Enhanced customer satisfaction by implementing efficient team management strategies and regular performance evaluations.
  • Collaborated with senior management to establish key performance objectives for the Customer Care Team, aligning individual goals with overall business strategies.
  • Conducted regular one-on-one meetings with team members to discuss individual progress and address any concerns or opportunities for development.
  • Oversaw daily operations of the Customer Care Team, ensuring timely resolution of inquiries through efficient resource allocation and workload distribution.
  • Encouraged professional growth by providing constructive feedback during performance reviews and recommending appropriate skill-building opportunities for team members.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Non-qualified Client Service Manager

Newport Group
05.2019 - 10.2020
  • Built strong client relationships to support retention and proactive engagement.
  • Partnered with industry professionals and vendors to manage reports, fund actions, inquiries, and issue resolution.
  • Provided comprehensive client support, responding to day-to-day requests via oral and written communication.
  • Processed payrolls and demographic updates, including new hires, terminations, and address changes.
  • Led enrollment projects, overseeing Bonus, Ongoing, and Annual Enrollments for non-qualified plans.

Customer Service Client Manager (DB)

Alight Solutions
05.2017 - 05.2019
  • Collaborated with clients to deliver pension solutions aligned with plan provisions and procedures.
  • Delivered exceptional customer service by proactively anticipating client needs and providing tailored solutions.
  • Served as primary contact for day-to-day service delivery, partnering with internal teams.
  • Prepared quarterly stewardship reports, presenting data to internal and external stakeholders.
  • Supported change management initiatives, assisting key client contacts with new projects and business objectives.
  • Redesigned training program, enhancing knowledge and engagement of customer care representatives.
  • Consulted on financial activities, including budget preparation, tracking, and reporting for out-of-scope projects.
  • Oversaw client implementations and pension de-risking projects, ensuring seamless execution.

Customer Care Team Manager (H&W, DC, DB)

Alight Solutions
11.2004 - 04.2017
  • Led and developed customer service teams, improving self-service proficiency and pension/401k understanding.
  • Trained new hires and supervisors, focusing on de-escalation strategies and effective client engagement.
  • Drove quality management, retention, and performance improvements among Team Managers, ensuring consistency and accountability.
  • Optimized client relationships and revenue growth through contract renewals and strategic metrics tracking.
  • Identified trends in complex pension and 401k cases, implementing broad solutions for efficient resolution.
  • Partnered with Workforce Operations Managers to resolve scheduling and skilling challenges.

Skills

  • Team leadership
  • Process optimization
  • Quality assurance expertise
  • Effective communication
  • Creation and implementation of policies
  • Payroll management skills
  • Employee engagement strategies
  • Pension and retirement plan coordination
  • Relationship management
  • Mentorship development
  • Team development

Education & Professional Development

  • Completed workshops on team building, conflict resolution, and performance management.

Languages

Haitian Creole
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart Time

Quote

It is never too late to be what you might have been.
George Eliot

Timeline

Senior Customer Care Team Manager

Alight Solutions
10.2020 - 09.2024

Non-qualified Client Service Manager

Newport Group
05.2019 - 10.2020

Customer Service Client Manager (DB)

Alight Solutions
05.2017 - 05.2019

Customer Care Team Manager (H&W, DC, DB)

Alight Solutions
11.2004 - 04.2017

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