Charlene Aube Email & Phone Number

Thunder Bay

Orlando, Florida Area

Administers on CS/HR Policies and evaluates performance management of Customer Service Representatives Executes monthly call evaluation for all associates in unit for individual review and annual review purposes. Executes side by side and impromptu coaching of associates in unit (including silent monitoring) Identifies process improvements/enhancements to desktop tools and client provisions/processes and shares these with CS Client Analysts Drives individual metrics of associates on team (handle times/schedule adherence, etc.) Executes the coaching and development of Customer Service Representatives Supports Customer Service on calls with Program, Policy and Procedure Knowledge and tool expertise with special focus on customer escalation avoidance. Knowledge and Skills:Customer Service Desktop tools Specific domain and plan-specific knowledge Proficiency in CS tools usage Proficiency is CS Quality Coaching Systems, Internet and Telephony Environment Customer Service Principles Regulatory and legislative knowledge Delivery model and best practices Deep problem solving skills

Evaluate customer service interactions with participants Create process improvements and for the Quality Assurance role for efficiency Built targeted coaching for ongoing quality issues Deliver ongoing feedback to customer service representatives Deliver ongoing quality training for customer service representatives and on floor supervisors Attend firm wide Quality Calibrations

Orlando, Florida Area

Manages and monitors customer escalations by listening to client calls, researching the issue, and determining cause of escalation. Provides results of analysis to be used in resolution of the issue including proper documentation of issue and providing feedback to Customer Service Representative and Team Managers as necessary. Updates, tailors, and delivers Customer Service client-specific training. Updates and maintains Customer Service Desktop tools including Callflows/SOPs and Newsflash. Identifies process improvements based on escalation analysis results. Coordinates with Customer Service Operations to ensure proper skill maintenance. Monitors and manages customer escalations for offshore colleagues and off-phone work. Measures and analyzes customer satisfaction results, service levels on supervisor line, customer escalations, tool upgrades, first call resolution, continuous learning, team interaction reliability, callbacks, and compliance.

Provided customer service for Aon Hewitt to deliver HR Outsourcing administration for various health, wellness, retirement, and dependent care pretax spending account products and platforms. Worked on multiple team projects to ensure quality of service. As an on floor supervisor I worked on client and employee escalations