Jennifer Butler

About Jennifer Butler

Strategic and results-driven client and people leader with over 25 years of experience…

Experience

1. Director, Client Experience

   Alight Solutions

   Apr 2012 — Present

   Accountable for the scope and operational delivery for 380 Point Solution clients with a concentration on increasing our (NPS) Net Promoter Score year over year• Manage Customer Excellence end to end delivery model to generate revenue (ROI) by identifying out-of-scope opportunities, and consulting clients regarding services that will enhance their employee and operational experiences• Innovation and Continuous Improvement – leverage data to identify trends, improve service delivery and personalize the customer experience utilizing Advanced Channel Analytics• Partner Management - collaborate with vender leaders regarding day-to-day operational efficiencies. Attend monthly KPI meetings to review SLA performance, staffing and improvement opportunities• Implementations – consulted on Point Solutions processes and procedures during the sales discovery process• Operational Excellence – partner with Work Force Operations to ensure SLA contractual compliance for custom and enterprise clients• Employee Value Proposition – Spearheaded initiative to ensure awareness of the unique set of benefits, experience and values that the company offers colleagues in exchange for their contributions, skills and capabilities.• Partners with Work Force Operations to ensure compliance for all call center metrics• Ensures colleagues adherence to HR policies and procedures• Oversees the knowledge/content management strategy for CS tools, client processes, policies and procedures• CRM - Facilitates all aspects of the Performance Management cycle including conducting annual reviews and establishing meaningful and relevant performance objectives• Collaborates with Human Resources on recruiting, counseling of employees, and recommendations for termination of employment. Makes recommendations for succession planning• Lead organizational change by modeling adaptability, managing resistance, and fostering a culture of continuous improvement through clear, strategic communication.

Education

• University of Louisiana Monroe

  Business Management

  1984 — 1988

Skills

• Personnel Management
• Performance Management
• Payroll
• Defined Contribution
• Cobra
• Hris
• Customer Service
• Employee Relations
• Human Resources Information Systems (Hris)
• Onboarding
• Process Improvement
• Health Insurance
• New Hire Orientations
• Outsourcing
• Benefits Administration
• Pension Administration
• Hro
• Peoplesoft
• Management
• Bpo
• HR Consulting
• Business Process Outsourcing (Bpo)
• Defined Benefit
• Business Process Improvement
• Deferred Compensation
• Human Resources
• Project Management
• Employee Benefits
• Training
• Employee Engagement
• Talent Management