Patrese Hodge
Senior Client Success Manager
Orlando,FL
Summary
Dedicated human resources Senior Client Success Manager specializing in Call Center Operations with a history of meeting company goals and high value client engagement. 16 Years of proven success in working with large fortune 500 companies to implement new services and retain existing client business.
Overview
17
17
years of professional experience
Work History
Senior Client Success Manger
ALIGHT SOLUTIONS/AON HEWITT
2014.01 - Current
- Built and strengthened relationships with new and existing accounts to drive revenue growth
- Overseas contact center with over 100 indirect reports and manage 6 direct reports that serves as client/delivery analyst
- Monitored key business risks and established risk management procedures
- Lead client monthly and quarterly executive business review meetings
- Consult clients on opportunities to improve delivery in alignment with accomplishing business goals
- Successfully implemented new client services for Health Care, Defined Benefits, Defined Contribution and Workday
- Created comprehensive on-boarding training for client delivery specialist to include but not limited to: Effective Client Communications, Building Client Relationships, Intro to Leadership, How to Impact Results, and Delivering Effective Training
- Developed new knowledge-based portal used by call center agents to answer enrollment questions resulting in more efficient call handling
- Improved online customer satisfaction survey results 20%, which directly impacted top-tier client retention
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays
Client Success Manager
ALIGHT SOLUTIONS/AON HEWITT
2012.01 - 2014.01
- Responsible for daily operations of call center
- Led on-boarding classed and created new hire training schedules for call center representatives
- Created monthly and quarterly call center goals and success plans
- Analyze call center data to delivery to internal account executives
- Facilitated monthly client call listening and feedback sessions
- Effectively managed operation to meet and exceed contractual service level agreements while eliminating KPIs
- Reduced total calls into center by 20% through process improvements initiates
- Obtained 90% and higher customer satisfaction to exceed goal of 85%
- Reduced client escalations by 15% through effective trainings and tool updates.
Team Manager
AON HEWITT/AON
2009.01 - 2012.01
- Managed and developed a team of direct reports across multiple clients to assist with HR and Benefit Outsources requests
- Trained staff on effective de-escalation and call handling
- Evaluated staff performance and delivered annual reviews
- Coached staff to deliver outstanding customer service for payroll, leaves, and benefits inquiries from clients
- Led team to provide exceptional results in attendance, call handling, schedule adherence, and other metrics
- Responded to client needs and provided solutions to exceed service-level agreements and improve protocols
- Created recognition and program to engage and reward staff.
Benefits Specialist
AON HEWITT/HEWITT ASSOCIATES
2006.01 - 2009.01
- Delivered excellent customer service through prompt and accurate responses for HR, Pension and Health Care related inquires and processed transactions
- De-escalated supervisor calls and provided escalation data to client manager
- Lead carrier update project sending manual files to vendors for health coverage updates
- Delivered feedback to colleagues on call handling, polices and procedures
- Facilitated client specific training and created learning plans for new hires.
Education
Business Administration
South Florida Community College
Avon Park, FLBusiness Administration Certification -
Valencia Community College
Orlando, FLSkills
- Benefits Administration
- Project Management
- Client Retention
- Customer Service
- Account Management
- Report Analysis
- Client Meetings
- Training Programs
- Call Center Processes
- New Account Setup
Timeline
Senior Client Success Manger
ALIGHT SOLUTIONS/AON HEWITT
2014.01 - Current
Client Success Manager
ALIGHT SOLUTIONS/AON HEWITT
2012.01 - 2014.01
Team Manager
AON HEWITT/AON
2009.01 - 2012.01
Benefits Specialist
AON HEWITT/HEWITT ASSOCIATES
2006.01 - 2009.01
Business Administration
South Florida Community College
Business Administration Certification -
Valencia Community College
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