Steve Chesser Email & Phone Number

The Woodlands, TX

• Customer Service Quality and Delivery Manager- Leading a team of as many as 30 HR Service members across 2 locations. HR Service Members work in office and virtually. Coach to improve personal performance measures.
• HR Services Coach- Partner with HR Services in regards to career development, short and long term performance goals and personal concerns.
• Customer Effort Manager- Use employee and caller feedback to enhance the efficiency and ease of service center processes.
• Domain Liaison- Coordinate with the Client Managers, Client Specialists, and Multi-Service Domain Leads to reduce caller effort by providing Service Center perspective to actions directly and indirectly impacting call.
• Team Manager Coach- Coordinate the training and ongoing development of new/ongoing Team Managers through informal coaching, manager training meetings, tool training sessions and mentor programs.

Spring, Texas

• Temporary Assignment as the primary location manager for Alight business travelers to the the Philippines. Support was provided both virtually and directly across 5 Alight offices for 90+ travelers during the annual.
• Arrivals/Departures
• Inter-office travel
• Training/Quality Calibrations
• Engagement Efforts Direct Assignments including but not limited to:
• Trainer support

The Woodlands, Texas

• Customer Service Quality and Delivery Coach- Lead a team of as many as 26 HR Service members to improve personal performance measures, meet team goals and improve the overall function and engagement of the service.
• Staff Leader- Partner with staff in regarding career development, short and long term performance goals and personal concerns.
• Domain Liaison- Coordinate with the Client Managers, Client Specialists, and Domain Leads to reduce caller effort by providing Service Center perspective to actions directly and indirectly impacting call volume and.
• Annual Enrollment POD Manager- Work as the point of contact for contractor vendors to provide feedback concerning contractor performance and to co-ordinate actions for meeting deliverables.
• Team Manager Coach- Coordinate the training and ongoing development of new/ongoing Team Managers through informal coaching,manager training meetings, tool training sessions and mentor programs.

• Implementation experience: Lead several projects for on-boarding new clients including payroll administration, health and welfare, benefits administration. Facilitated training classes of 20-25 students per class in.
• Ongoing HR and Benefits administration experience: Current Health &Welfare/Benefits Administration, 401K, Pension, Payroll, Learning, Leaves and Staffing increasing call accuracy and client satisfaction.
• Project lead to create and customize client services including: Death Benefit processing, Power of Attorney processing and SOP creation. Increased service center productivity and reduced call handling times by.
• Lead client facing projects that increased client confidence and understanding for needs in ongoing call center processing/escalations.
• Provided coaching and feedback to multiple client teams, ranging from 7-20 associates in regards to case processing, phone handling and Aon Hewitt best practice.
• Coordinated directly with managers, domain specialists, third parties, and client contacts to address issues that impact multiple HR services reducing overall impact time of issues.

The Woodlands, TX

• Call Center experience administering benefits for multinational clients.
• Assisted in contingency services in benefits administration.
• Multiple Service Administration: Health and Welfare, 401K, Pension and Payroll.
• Senior Customer Service Associate responsibilities: suggest and implement processing updates, call coaching & feedback for 5-10 associates, escalation review and resolution, daily document processing, creation of.

Mba, Business, Marketing

Ba, Political Science

Activities and Societies: President of the BYU chapter of SHRMGraduated in Political Science with a Psychology focus. Internship: Semester.