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
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
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
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
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
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