Phylica Steffke
Belmont
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
09.2022 - Current
- 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.
- Monitored performance metrics such as response times, resolution rates, ensuring adherence to SLAs.
- Developed and maintained relationships with clients to understand their needs and provide solutions.
- 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.
- 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.
- Developed training programs for team members focused on improving customer service skills.
- Created reports on customer satisfaction, account status, sales projections, and market trends.
- Led cross-functional teams to deliver tailored solutions aligning with client needs and company goals.
- Provided support to clients during implementation of new products or services.
- 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 Manager
Alight Solutions LLC
02.2019 - 09.2022
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Assisted in developing metrics and KPIs for measuring the effectiveness of the team.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Monitored daily performance of team members to ensure quality customer care standards were met.
- Implemented strategies for improving customer satisfaction levels based on feedback received.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Delegated work to staff, setting priorities and goals.
- Drafted monthly reports outlining achievements, challenges faced, action plans.
- Established clear goals and objectives for the team in order to meet business targets.
- Ensured that all customer queries were resolved quickly and efficiently.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Developed and implemented customer service processes and procedures for the team.
- Provided guidance to a team of customer service representatives on how to handle difficult customer inquiries.
Customer Care Team Specialist
Alight Solutions LLC
04.2018 - 02.2019
- Assisted in the development of team goals and objectives, as well as facilitated team meetings and discussions.
- 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.
- Facilitated instructor-led classroom trainings both onsite and offsite at client locations.
- Identified needs of customers promptly and efficiently.
- Facilitated team communication, enhancing collaboration among diverse functional groups.
Customer Care Representative
Alight Solutions LLC
07.2011 - 04.2018
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- 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.
- 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, NCSkills
- Strategy development
- Financial acumen
- Team oversight
- Specialized Project Coordination
- Client Relationship Management
- Business analytics
- Customer Experience Optimization
- Proficient in Managing Multiple Tasks
- Professionalism
- Interpersonal skills
- Customer portfolio management
- Interdepartmental collaboration
- Thorough Quality Assurance
- Client retention
Timeline
Customer Success Client Manager
Alight Solutions LLC
09.2022 - Current
Customer Care Team Manager
Alight Solutions LLC
02.2019 - 09.2022
Customer Care Team Specialist
Alight Solutions LLC
04.2018 - 02.2019
Customer Care Representative
Alight Solutions LLC
07.2011 - 04.2018
Some College (No Degree) - Medicinal Chemistry
University Of North Carolina At Greensboro