Patrese Hodge
Orlando
Summary
Customer Care and client delivery leader with 20 years of experience leading complex service operations, contact center delivery, and large client portfolios. Proven ability to drive operational excellence, ensure service quality, and deliver strong client satisfaction across multi-client environments. Experienced in leading cross-functional teams, resolving complex delivery challenges, and building trusted relationships with client executives and internal leaders. Known for leveraging operational insights to influence decisions, drive continuous improvement, and deliver scalable customer care solutions that improve performance and customer experience.
Overview
20
20
years of professional experience
Work History
Customer Care Delivery Group Manager
Alight Solutions
07.2023 - Current
- Lead Customer Care delivery across a portfolio of 25+ clients, ensuring high-quality service delivery and operational performance.
- Direct cross-functional teams including Team Managers and Project Coordinators responsible for contact center operations.
- Consistently meet or exceed service level agreements while maintaining an average customer satisfaction score of 98%.
- Serve as a senior escalation point for complex operational and client issues.
- Drive process improvements and implement new tools that enhance operational efficiency and customer experience.
- Partner with delivery leaders and internal stakeholders to resolve client challenges and strengthen client relationships.
- Support leadership development and operational readiness through training, coaching, and delivery best practices.
- Identify operational risks and implement mitigation strategies to protect service delivery performance.
Senior Client Manager
Alight Solutions / Aon Hewitt
01.2014 - 01.2023
- Directed contact center delivery supporting complex client programs with over 100 indirect staff and multiple delivery leaders.
- Served as a strategic partner to client leadership, providing insights to improve operational performance and customer experience.
- Led executive business reviews and strategic client meetings presenting service performance and improvement initiatives.
- Implemented new services across healthcare administration, defined benefit, defined contribution, payroll, leave management, and Workday.
- Improved customer satisfaction results by 20% through operational enhancements and service improvements.
- Developed a knowledge management portal improving call handling efficiency and resolution times.
- Managed contractual service obligations and implemented mitigation strategies to address delivery risks.
- Led onboarding and development programs focused on leadership, communication, and operational excellence.
Client Benefits Manager I
Alight Solutions / Aon Hewitt
01.2012 - 01.2014
- Managed daily contact center operations supporting HR and benefits administration services.
- Analyzed operational metrics and identified service improvement opportunities.
- Led onboarding and training programs for contact center staff.
- Reduced inbound call volume by 20% through process improvements.
- Achieved customer satisfaction results exceeding 90%.
Team Manager
Alight Solutions/Aon Hewitt
01.2009 - 01.2012
- Led teams supporting payroll, benefits, and HR outsourcing services.
- Managed performance, coaching, and development of contact center staff.
- Improved operational performance including schedule adherence and service quality.
- Implemented engagement initiatives that improved employee morale and retention.
Benefits Specialist
Alight Solutions/Hewitt Associates
01.2006 - 01.2009
- Provided customer support for health, retirement, and HR benefits programs.
- Resolved complex benefits inquiries and handled escalated customer issues.
- Supported client-specific training initiatives and onboarding programs.
Education
Associate of Science - Business Administration
South Florida State College
Avon Park, FLSkills
- Customer Care Delivery Leadership
- Client Relationship Management
- Contact Center Operations
- Service Level Agreement (SLA) Management
- Operational Excellence
- Customer Experience Strategy
- Cross-Functional Leadership
- Continuous Improvement
- Executive Client Engagement
- Escalation Management
- Data Analysis & Reporting
- Team Development & Coaching
- Program & Project Leadership
- Benefits Administration
Timeline
Customer Care Delivery Group Manager
Alight Solutions
07.2023 - Current
Senior Client Manager
Alight Solutions / Aon Hewitt
01.2014 - 01.2023
Client Benefits Manager I
Alight Solutions / Aon Hewitt
01.2012 - 01.2014
Team Manager
Alight Solutions/Aon Hewitt
01.2009 - 01.2012
Benefits Specialist
Alight Solutions/Hewitt Associates
01.2006 - 01.2009
Associate of Science - Business Administration
South Florida State College