Alexander Wackerle Email & Phone Number

Bloomington, Minnesota, United States

Greater Minneapolis-St. Paul Area

- Manage ongoing client relationship, requirements, and resolve escalated client issues as needed- Provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies - Develop domain knowledge for benefits technologies to consult and translate the requirements into call center system functionality - Provide direct management to team members. Train, mentor, and develop staff in the Service Center- Perform ongoing feedback, reviews and participate in other people management activities - Assist associates with career development - Reconcile monthly budgets for multiple clients - Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability- Traveled to the Philippines to assist with the opening of a new pioneer Service Center

Greater Minneapolis-St. Paul Area

- Prepare and deliver quarterly client dashboard meetings- Lead the new-hire CSR Onboarding program - Monitor call queues to ensure that we meet our Service Level Agreements- Show perspective clients Service Center standards and technologies - Train and mentor new Team Leads- Handle high touch participants with White Glove Service- Develop and present training to new and existing CSRs

Greater Minneapolis-St. Paul Area

• Supervise day to day activities of Customer Services Representatives, including monitoring and coaching• Ensure established practices and work processes, tools, and methodologies are being utilized • Communicate clear instructions, both orally and in writing• Provide role model leadership to staff• Interview, onboard, and train new Customer Service Representatives • Participate in client and internal team meetings• Research participant concerns and plan issues • Act as liaison between the participant, the internal administration team, and the client

Greater Minneapolis-St. Paul Area

Assist participants with pension health and welfare benefit questionsProvide friendly and professional customer service to plan participants via telephone, email, web chat, and mailAct as liaison between participants, the internal administration team, and the clientGuide participants through their online, self-service Human Resources and Benefit portals Enter sensitive and personal data into benefit and call-software databasesImplement and execute a new retirement process for a pension clientUpdate a client Knowledgebase, ensuring that all team members have accurate information on each callCoach other teammates on several different clients and projects Review and correct case management system for employee errors, ensuring we meet service level agreementsReview and analyze calls for quality reporting and customer experience improvement

Greater Minneapolis-St. Paul Area

Assisted student groups and faculty requesting conference rooms and large event spaces in the student unions, Events ranged from 16 to 1000 attendees Processed over 11,000 reservations as a team during a one year periodFacilitated correspondence with those requesting space ensuring all their needs were met including audio visual, food, and room set-upUpdated the new hire training checklist, reducing task and role uncertainty for new staffTrained new employees at the Front Desk, guaranteeing customer service conformity among all employeesOrganized and updated email templates and folders which significantly improved customer communication

Madison, Wisconsin Area

Waited tables with the goal of ensuring that customers had a fun and enjoyable dining experience. Strong sales related to new products and specials, producing increases in check averages Selected to train all new employees at the Host Stand, resulting in a standardized guest

Greater Minneapolis-St. Paul Area

Led First Year exercises such as ice breakers, to have students know and appreciate each otherDirected small group discussions creating a safe environment for first year students to share concerns or other matters important to them