Mellisa Sherman
Magnolia,TX
Summary
Motivated and adaptable professional with a proven track record in customer service, operations support, and process improvement. Known for quickly learning new systems, strengthening team performance, and delivering high-quality results in fast-paced environments. Seeking an opportunity to apply my strengths in communication, problem-solving, and organizational efficiency while continuing to grow within a dynamic organization.
Overview
8
8
years of professional experience
Work History
Customer Care Client Specialist
Alight Solutions
The Woodlands, TX
10.2021 - Current
- Improved support accuracy by analyzing call, chat, and case trends and updating knowledge resources, reducing repeat contacts and client escalations.
- Reduced SLA breach risk by reviewing case quality and removing unnecessary ticket creation, lowering workload and protecting revenue.
- Led training and development for hundreds of CCRs, providing onboarding, targeted skill-building, and ongoing coaching to elevate team performance and service quality.
- Delivered targeted training and supported system implementations—including ServiceNow, Workday, and Care Portal—to improve efficiency and tool adoption.
- Reviewed and revised all team tools and knowledge resources to meet client requirements and technology changes, ensuring accuracy and seamless operational alignment.
- Led projects improving referral accuracy, case routing, and modernization of knowledge resources.
- Collaborated with Client Management to strengthen customer satisfaction, renewal readiness, and year-over-year operational performance.
- Partnered with clients to identify growth opportunities and enhance alignment.
Customer Care Representative I, II, & Senior
Alight Solutions
The Woodlands, TX
03.2018 - 10.2021
- Resolved 50+ daily inquiries across payroll, timekeeping, workforce admin, and benefits with high accuracy.
- Provided mentorship, call-quality reviews, and training to drive CSAT improvement.
- Improved efficiency by identifying trends and knowledge gaps with CSAT and Client Specialist teams.
- Supported major initiatives including 401(k) enrollment, resource updates, and training.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Manchester, NH05.2020
Skills
- Process Improvement and Workflow Optimization
- Training, Coaching & Development
- Project Leadership
- Data & Trend Analysis
- Time management & execution
- Customer Experience & Support Operations
Military Service
- Service Dates: 2006 - 2012
- Branch: U.S. Army Reserves
- Rank: Specialist
- Tour: Operation Enduring Freedom
- Tour Dates: 2008 - 2009
Timeline
Customer Care Client Specialist
Alight Solutions
10.2021 - Current
Customer Care Representative I, II, & Senior
Alight Solutions
03.2018 - 10.2021
Bachelor of Science - Business Administration
Southern New Hampshire University