Summary
Overview
Work History
Education
Skills
References
Timeline
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Phylica Steffke

Belmont,NC

Summary

Dynamic Client Relationship Manager with a proven track record at Alight Solutions LLC, specializing in strategy development and revenue growth. Demonstrated ability to elevate customer satisfaction and lead teams effectively, transforming challenges into profitable opportunities. Core competencies include relationship building, strategic planning, and team leadership. Committed to driving continued success through innovative solutions and exceptional client service.

Overview

14
14
years of professional experience

Work History

Customer Success Client Manager

Alight Solutions LLC
Charlotte, NC
09.2022 - Current
  • Developed and maintained strong relationships with clients to ensure satisfaction.
  • Evaluated effectiveness of current processes related to customer service and suggested improvements where necessary.
  • Supported sales team members to drive growth and development.
  • Analyzed data from customer surveys to identify areas for improvement in the company's products or services.
  • Exhibited deep knowledge of products, establishing trust and respect.
  • Monitored performance metrics such as response times, resolution rates, ensuring adherence to SLAs.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Developed and maintained relationships with clients to understand their needs and provide solutions.
  • Implemented best practices for addressing customer inquiries efficiently across various channels like email, phone, social media.
  • Coached, developed and motivated team to achieve revenue goals.
  • Identified opportunities to up-sell additional services benefiting client.
  • Provided timely and accurate delivery of client communications.
  • Collaborated with internal teams such as marketing, product development, finance. to ensure successful delivery of projects within budget constraints.
  • Developed and tracked key performance indicators within client services department.
  • Organized and led client meetings to discuss project progress, timelines, budgets, and other pertinent information.
  • Maintained accurate records of all interactions with customers including emails, phone conversations.
  • Focused on achieving highest level of expectations to meet client and company satisfaction.
  • Resolved customer complaints in a timely manner through effective communication techniques.
  • Developed training programs for team members focused on improving customer service skills.
  • Collaborated with sales and other internal partners to provide accurate and effective implementations.
  • Created reports on customer satisfaction, account status, sales projections, and market trends.
  • Developed strategies for increasing customer loyalty by understanding their expectations and preferences.
  • Developed and maintained strong relationships with clients to ensure customer satisfaction.
  • Provided support to clients during implementation of new products or services.
  • Developed long-term rapport with clients to cultivate loyalty.
  • Recognized by management for providing exceptional customer service.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Worked effectively in team environments to make the workplace more productive.

Customer Care Team Specialist

Alight Solutions LLC
Charlotte, NC
04.2018 - Current
  • Assisted in the development of team goals and objectives, as well as facilitated team meetings and discussions.
  • Mentored newly hired staff in upselling techniques to improve sales.
  • Generated reports summarizing key metrics associated with the delivery of training programs.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Created and offered additional materials to enhance training.
  • Evaluated effectiveness of existing quality control measures and recommended improvements where necessary.
  • Analyzed customer feedback data to identify areas for improvement in training delivery methods.
  • Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Facilitated instructor-led classroom trainings both onsite and offsite at client locations.
  • Identified needs of customers promptly and efficiently.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Care Representative

Alight Solutions LLC
Charlotte , NC
07.2011 - Current
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided accurate, valid, and complete information to customers.
  • Ensured compliance with data protection regulations when handling customer information.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Assisted customers in navigating through website features and functions to locate desired information or products.

Education

Some College (No Degree) - Medicinal Chemistry

University of North Carolina At Greensboro
Greensboro, NC

Skills

  • Clientele interactions
  • Developing methodologies
  • Strategy development
  • Financial acumen
  • Client profile building
  • Coaching personnel
  • Team Leadership
  • Customer Engagement Expertise
  • Specialized Project Coordination
  • Team Management
  • Client Relationship Management
  • Focused Listening Ability
  • Business analytics
  • Customer Experience Optimization
  • Proficient in Managing Multiple Tasks
  • Professionalism
  • Interpersonal skills
  • Rapport and relationship building
  • Thorough Quality Assurance
  • Client retention

References

References available upon request.

Timeline

Customer Success Client Manager

Alight Solutions LLC
09.2022 - Current

Customer Care Team Specialist

Alight Solutions LLC
04.2018 - Current

Customer Care Representative

Alight Solutions LLC
07.2011 - Current

Some College (No Degree) - Medicinal Chemistry

University of North Carolina At Greensboro

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Phylica Steffke