Michael J Hansen
Sarasota
Summary
Dedicated Service Center Client Manager with expertise in client services, coaching personnel, and data analytics. Proven ability to enhance client satisfaction and retention through effective relationship building and solution selling.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Service Center Client Manager
Bswift LLC
Chicago, IL
07.2022 - Current
- Develops and maintains strong client relationships to ensure satisfaction and retention.
- Collaborates with cross-functional teams to streamline client onboarding processes.
- Conducts regular check-ins with clients to assess needs and address concerns proactively.
- Analyzes client feedback to identify areas for service improvements and enhancements.
- Manages project timelines and deliverables, ensuring alignment with client expectations.
Participant Solutions Supervisor
Wespath Benefits and Investments
Glenview, IL
08.2021 - 07.2022
- Supervised daily operations of customer service team, ensuring high-quality support and satisfaction.
- Trained and mentored new staff on company policies, procedures, and best practices in customer service.
- Implemented process improvements that enhanced efficiency and reduced response times for customer inquiries.
- Analyzed performance metrics to identify trends and develop strategies for improving overall team effectiveness.
- Collaborated with cross-functional teams to streamline communication between departments, enhancing service delivery.
Health and Wellness Supervisor
Wespath Benefits and Investments
Glenview, IL
06.2019 - 08.2021
- Supervised daily operations, ensuring adherence to service standards and customer satisfaction.
- Trained and mentored staff on effective service delivery and conflict resolution techniques.
- Analyzed customer feedback to identify trends, driving enhancements in service quality.
- Collaborated with cross-functional teams to streamline workflows and enhance overall productivity.
- Launched new initiatives aimed at increasing employee engagement within the Service Center.
Customer Care Client Manager
Alight Solutions (formerly Aon)
Lincolnshire, IL
04.2017 - 06.2019
- Cultivated strong client relationships, enhancing satisfaction and retention rates.
- Developed tailored solutions to meet unique client needs, driving business growth.
- Analyzed client feedback to identify areas for improvement and implement effective changes.
- Implemented data-driven strategies to optimize client engagement and enhance overall performance.
Customer Care Team Manager
Aon (currently Alight Solutions)
Lincolnshire, IL
02.2015 - 04.2017
- Led customer care team in delivering high-quality support and service solutions.
- Implemented process improvements to enhance operational efficiency and customer satisfaction.
- Mentored staff to develop skills and foster a culture of continuous improvement.
- Analyzed customer feedback to drive enhancements in service delivery and client experience.
- Collaborated with cross-functional teams to align strategies and improve service outcomes.
Customer Care Representative
Aon (currently Alight Solutions)
Lincolnshire, IL
08.2013 - 02.2015
- Delivered exceptional customer service through effective communication and problem-solving techniques.
- Resolved client inquiries promptly, ensuring high levels of customer satisfaction and retention.
- Collaborated with cross-functional teams to streamline processes and enhance service delivery.
- Trained new representatives on company policies, procedures, and customer care best practices.
Education
Associate of Arts - Business Administration
University of Phoenix
Phoenix, AZ10-2023
Skills
- Client services
- Coaching personnel
- Team oversight
- Sales presentations
- Data analytics
- Relationship building
- Solution selling
- Salesforce software
Certification
- CPT - Certified Personal Trainer
- CGFI - Certified Group Fitness Instructor
- Certified Nutrition Coach
Timeline
Service Center Client Manager
Bswift LLC
07.2022 - Current
Participant Solutions Supervisor
Wespath Benefits and Investments
08.2021 - 07.2022
Health and Wellness Supervisor
Wespath Benefits and Investments
06.2019 - 08.2021
Customer Care Client Manager
Alight Solutions (formerly Aon)
04.2017 - 06.2019
Customer Care Team Manager
Aon (currently Alight Solutions)
02.2015 - 04.2017
Customer Care Representative
Aon (currently Alight Solutions)
08.2013 - 02.2015
Associate of Arts - Business Administration
University of Phoenix