Charlene Klassen
Thunder Bay,ON
Summary
Experienced team manager with strong organization skills and a talent for building relationships. Skilled in cultivating business partnerships, establishing trust with managers and employees, and creating a harmonious work environment. Adept at fostering collaboration and productivity among team members by promoting a positive atmosphere.
Overview
17
17
years of professional experience
Work History
Transit Operator
City of Thunder Bay
Thunder Bay, ON, Canada
02.2017 - Current
- Provide excellent customer service and public relations to transit customers.
- Transports passengers safely according to Transit Services routes.
- Operates assigned Transit vehicles in a safe manner in high volume traffic and all weather conditions, and effectively evaluates the appropriate course of action.
- Responds to customer inquiries concerning transit services; provides information and assists passengers in a courteous manner.
- Provides assistance to passengers with accessibility needs and language barriers, and deals with other passenger issues as per Transit policies and procedures.
Customer Service Team Manager
Aon Hewitt
Orlando, FL, USA
12.2013 - 10.2016
- Administers HR Policies and evaluates performance of associates.
- Executes monthly call evaluation for all associates.
- Executes side by side and impromptu coaching of associates (including silent monitoring).
- Identifies process improvements/enhancements to desktop tools and client provisions/processes and shares these with Client Analysts.
- Drives individual metrics of associates on team.
- Executes the coaching and development of associates.
- Supports associates on calls regarding policy and procedures.
- Demonstrate knowledge and tool expertise with special focus on customer satisfaction.
- Identifies staffing issues and works with the operations manager to determine hiring needs.
Quality Assurance Specialist
Aon Hewitt
Orlando, FL, USA
08.2012 - 12.2013
- Evaluate customer service interactions with participants.
- Create process improvements and Quality Assurance 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.
Customer Service Client Specialist
Aon Hewitt
Orlando, FL, USA
05.2011 - 08.2012
- Manages and monitors customer escalations by listening to client calls, researching core issues, and determine the cause of escalation.
- Provides results of analysis to be used in resolution of the issue including: proper documentation of feedback to the representative and Team Manager 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 Operations to ensure proper skill maintenance.
- Monitors and manages customer escalations for offshore 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, call-backs, and compliance.
- Identifies issues and provides recommendations for resolving problems.
Customer Service Representative
Hewitt
Orlando, FL, USA
08.2008 - 05.2011
- Customer service for Aon Hewitt to deliver HR Outsourcing administration for various health, wellness, retirement, and dependent care 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.
Education
College Degree - Massage Therapy
CDI College
Thunder Bay, ON01.2005
High-school diploma -
Port Arthur Collegiate Institute
01.1998
Skills
- Human Resources
- Benefits Administration
- Organized Team Manager
- Interpersonal Skills
- Computer Skills
- Customer Service Desktop tools
- Employee Coaching
- Performance Management Systems
Languages
English
Professional Working
Timeline
Transit Operator
City of Thunder Bay
02.2017 - Current
Customer Service Team Manager
Aon Hewitt
12.2013 - 10.2016
Quality Assurance Specialist
Aon Hewitt
08.2012 - 12.2013
Customer Service Client Specialist
Aon Hewitt
05.2011 - 08.2012
Customer Service Representative
Hewitt
08.2008 - 05.2011
High-school diploma -
Port Arthur Collegiate Institute
College Degree - Massage Therapy
CDI College