Lesha Cyphers
Covington,Georgia
Summary
Results-driven professional with over a decade of experience in account management, operations, and client services within the SaaS industry. Demonstrates excellence in developing business strategies, implementing process improvements, and fostering employee growth while ensuring compliance with company policies. Proven track record of building strong client relationships, leading cross-functional teams, and delivering strategic solutions that enhance retention and drive growth. Passionate about leveraging expertise in cybersecurity, digital transformation, and scalable success strategies to create seamless client experiences and maximize business value.
Overview
21
21
years of professional experience
Work History
Client Success Manager
PrismHR
01.2022 - Current
- Oversee various areas including; management development, employee relations, training, and record keeping.
- Assist the in the planning, development, and implementation of effective human resource strategies/policies.
- Work directly with client executives to help ensure strategic goals are achieved
- Collaborate with internal departments to ensure the initiatives and goals are consistently and successfully achieved.
- Serve as primary point of contact for enterprise clients, ensuring satisfaction and retention across HR SaaS platforms.
- Developed and maintained strong client relationships, fostering trust and loyalty.
Operations Manager I
Alight Solutions
01.2021 - 01.2022
- Oversee various areas including; management development, employee relations, training, and record keeping.
- Assist the in the planning, development, and implementation of effective human resource strategies/policies.
- Collaborate with all departments to ensure the human resource initiatives and goals are consistently and successfully achieved.
- Responsible for testing the new functionality within the software to determine best practices in the use and to facilitate documentation creation and review.
- Accurately review employee performance, and promote a competent and confident staff, while recognizing employees for outstanding teamwork and overall performance.
- Facilitate the training of newly hired Client Managers and Client Analyst employees.
- Participate in weekly staff meetings and meet with store management to review the progress and status of various issues.
Client Manager-Team lead
Alight Solutions
01.2015 - 01.2021
- Communicated to clients the results of issue analysis, short term and long-term solutions, and estimated completion times.
- Evaluated client business and process needs to compile business requirements documentation.
- Coordinated completion of projects with development teams to ensure adherence to established timelines.
- Implemented and maintained the Client Services standards of Alight Solutions as set forth by our Executive team.
- Acted as subject matter expert for client's recent implementation into a new market.
- Led the Helping Hands team at Alight and coordinated the training of newly hired employees as part of the onboarding/training team for new Alight employees.
Client Manager
Alight Solutions
01.2012 - 01.2015
- Identified, developed, and executed creative and effective solutions to client specific needs and circumstances.
- Continuously engaged with clients to guarantee complete satisfaction and foster long-term relationships.
- Assisted producers with administering and conducting thorough benefits analysis and propose recommendations that meet business objectives and cost strategies.
- Worked as part of the Client Service team and was responsible for onboarding and training a book of client’s human resources teams as the expert on our technology.
- Built and maintained the benefits administration software (SaaS) on a cloud-based technology solution.
- Assess benefit policies and documents following renewal or implementation of benefit lines of coverage for accuracy.
- Assisted human resource contacts to facilitate the best use and adoption of the platform ongoing and provided alternate resources to assist when necessary.
Customer Service Representative
United community bank
01.2005 - 01.2012
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Addressed and resolved customer loan complaints empathetically and professionally.
- Processed payments refund and record important customer data, update record customer information, de-escalate calls via active listening to identify needs and provide timely solutions.
- Gathered and verified all required customer information for tracking purposes.
- Collaborated with internal departments to find resolution/further research on a customer’s account.
Education
Master of Business Administration - International Business
AIU-Atlanta Campus
Atlanta, GA12.2013
Bachelor of Business Administration - Marketing
Clayton State University
Morrow, GA12.2010
Skills
- Results oriented
- Team building
- Leadership
- Time management
- Problem solving
- Administrative skills
- Analytical skills
- Critical thinking
- Communication skills
- Interpersonal skills
- Project management
- Program management
- Benefits administration
- Operations management
- MS office
- SaaS
- Client engagement
- Customer retention
- Client relationship management
- Sales support
- Account management
Timeline
Client Success Manager
PrismHR
01.2022 - Current
Operations Manager I
Alight Solutions
01.2021 - 01.2022
Client Manager-Team lead
Alight Solutions
01.2015 - 01.2021
Client Manager
Alight Solutions
01.2012 - 01.2015
Customer Service Representative
United community bank
01.2005 - 01.2012
Master of Business Administration - International Business
AIU-Atlanta Campus
Bachelor of Business Administration - Marketing
Clayton State University