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, meet team goals and improve the overall function and engagement of the service center. Accomplished through personal feedback, formal/ informal coaching sessions and statistical analysis to identify trends and create improvement strategies.• 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 volume and interactions between the center, callers and the domains.• 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 enrollment cycle and that ongoing .Coordinated efforts with third party counterparts to assist in local support including but not limited to:•Arrivals/Departures•Inter-office travel•Training/Quality Calibrations•Engagement Efforts Direct Assignments including but not limited to:•Trainer support •Client ongoing training •Local manager support •Operations and logistics support•Cultural liaisonCurrently supporting off season travel and training efforts virtually.

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 center. Accomplished through personal feedback, formal/ informal coaching sessions and statistical analysis to identify trends and create improvement strategies.• 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 interactions between the center, callers and the domains.• 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 SAP query processing, culture and payroll processing. • 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 standardizing processes. Increased POA process efficiency 25% by removing unneeded processing iterations while increasing process accuracy. Process completed by coordinating with 8 distinct domains including the client. • 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 client and participant communication materials.

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.