Stephanie Shepard Email & Phone Number

Huntersville, Nc, Us

Chicago, Il, Us

Main point of contact for aligned clients & responsible for delivering efficient and effective global service center operational metrics, client reporting, training, coaching and process improvements. • Seamlessly work with a global team of colleagues focused on customer care risk mitigation, client delivery and overall client satisfaction • Manages service center projects of significant size and complexity from beginning to end and provides expertise to client• Accountable for customer service/experience and continuous improvement opportunities • Support new call center implementations and drive existing change orders• Develop knowledge/content management strategy with accountability for customer service desktop tools

Chicago, Il, Us

Accountable for multiple client relationship management, operations management and project management as it relates to customer experience initiatives and escalations. Overall responsibilities span people, processes and technology to successfully deliver client services with a focus on the end to end customer experience while also working towards Alight’s goals and objectives.--- Created strategy, consulted with clients and managed delivery of two Hotlines for hurricane support--- Used Six Sigma methodology to analyze customer escalations due to Service CenterMiscounseling, engaged key client contacts in findings and solutions – 9 Solutions identified to reduce miscounseling by 40%--- Identified top call and case drivers to improve Customer Experience and reduce employee effort/demand by 27% (42k) in annual call volume--- Facilitated and project managed client escalation Kaizen event which identified 33opportunities resulting in a 50% reduction in client escalations--- Served as “voice of customer” for Workday implementation(s) and led integration acrossWorkstreams throughout process design and review

London, Gb

Responsible for delivering efficient and effective call center operations for specific clients. Partners with customer service Team Manager to deliver service in accordance with contractual agreements. Primary client/domain contact and liaison with the customer service team for client related events. Subject matter expertise on client plans/services and general expertise of customer service delivery.

London, Gb

Responsible for a variety of management functions ensuring the smooth operation of a call center that supports a high volume of calls from Benefits Administration client participants. Manages a team that consists of 15 to 20 members. Performs HR functions. Supervises, coaches, and mentors staff. Meets with staff on a one-on-one basis. Develops and executes plans to improve efficiencies, streamline processes, and increase team’s productivity and quality to ensure that delivery targets are met. Responsible for monitoring, analyzing, and addressing concerns relating to call and case volumes. Responsible for developing and executing coaching and training plans within team.

London, Gb

Subject matter champion and leader on new client engagements. Gathered Health & Welfare requirements for new client and ongoing implementations. Created client processing guides, including process flows, while utilizing process management best practices. Worked with Process Management to provide insight on overall best practices and process management. Partnered with internal and external vendor’s to ensure alignment with project plan timelines. Performed vendor management to ensure file and process requirements are agreed upon and signed off. Partnered with other business functions across Aon Consulting and the Employee Benefits Outsourcing group to ensure all services are aligned (i.e. COBRA, FSA, Direct Billing, and Communications) during implementation.

Chicago, Il, Us

Coordinated the successful completion of HR operations projects related to Employee Relations. Developed tools, templates, and overall project architecture to drive project delivery and implementation. Analyzed HR policies, procedures and programs and made recommendations for modifications or improvements in order to be responsible to the firm’s goals and competitive practices. Completed the firm’s EEO filings and project managed the Affirmative Action Plans across fifty offices. Identified and coordinated the collection, analysis and reporting of data to manage external national survey applications including Fortune 100 Best Companies to Work For and Working Mothers Best Companies to Work For. Assisted and coordinated continuous updates to the firm’s standard new hire orientation. Prepared and helped present recommendations to senior leadership. Managed system analysis and monitored the firm’s Flexible Work Arrangement program. Project managed and coordinated ideas coming out of the Experience Leadership Council and the various task forces with the national operations team. Provided human resources guidance, counsel and support to HR professionals across fifty offices regarding questions on firm policies and procedures.

London, Gb

Identified, planed, and managed process improvement projects to improve processing performance. Identified potential issues, gathered relevant information, and worked with client/third parties to resolve issues that arose after requirements definition period was signed off for clients in ongoing delivery. Conducted training to the ongoing team; oversaw and provided content for Benefits Center training for clients in ongoing delivery. Reviewed test plan to ensure all client requirements were covered and test plan was thorough for clients in ongoing delivery. Interacted with the client on client facing participant issues as well as processing related issues. Monitored associate performance to ensure that results were achieved in an effective/efficient way. Educated, reinforced, and held associates accountable for behaviors that supported Hewitt policies and guidelines. Conducted necessary performance management conversations with associates.

Ba, English

Bachelor Of Arts (Ba), English Language And Literature, General