Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jennifer S. Butler

Jamestown,NC

Summary

Strategic HR leader with 20+ years of experience driving organizational growth, operational efficiency, and cultural transformation across diverse industries. Proven success aligning people strategies with business goals, optimizing processes, and leading enterprise-wide transformations. Trusted advisor to C-suite executives, guiding complex change, M&A integrations, and policy design to support scalable growth.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Director, Customer Care

Alight
05.2015 - Current
  • 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
  • Facilitates all aspects of the Performance Management cycle including conducting annual reviews and establishing meaningful and relevant performance objectives
  • Works closely with Human Resources on recruiting, counseling of employees, and recommendations for termination of employment. Makes recommendations for succession planning

Client Manager - Senior

Aon Hewitt
05.2008 - 05.2015
  • Manages CS delivery model, identifying out-of-scope services, and creating change requests
  • Develops and executes plans to improve customer satisfaction with a focus on processes
  • Management of 15 CS Client Analysts
  • Drives CS implementation and change orders
  • Represents CS perspective and influences decisions by integrating with domains, clients, and shared services
  • Acts as primary CS Implementations and control agent
  • Delivers contractual and internal performance standards
  • Ensures team staffing is accurate by partnering with the Workforce Operations Officer
  • Acts as escalation point for client regarding CS performance issues
  • Develops knowledge/content management strategy with accountability for CS tools
  • Overall accountability for yearly Annual Enrollments
  • Manages ongoing client relations for four Health and Welfare client portfolios
  • Actively works with clients to drive revenue opportunities

Education

Some College (No Degree) - Business Administration And Management

Northeast Louisiana University
Monroe LA

Skills

  • Strategic Leadership: Designs and executes people strategies that boost engagement, streamline operations, and align with corporate objectives Skilled in leading large, diverse teams
  • Transformation & Innovation: Delivers cost-effective solutions through outsourcing, offshoring, and shared services to enable digital transformation
  • Comprehensive HR Expertise: Deep knowledge across the employee lifecycle, including benefits, payroll, performance, L&D, and talent management
  • Industry Versatility: Supports Fortune 500 and public sector clients in manufacturing, energy, retail, healthcare, tech, logistics, and banking

Certification

  • Project Management Professional (PMP)
  • Securities Industry Essentials – (SIE Licensed)

Timeline

Director, Customer Care

Alight
05.2015 - Current

Client Manager - Senior

Aon Hewitt
05.2008 - 05.2015

Some College (No Degree) - Business Administration And Management

Northeast Louisiana University

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Jennifer S. Butler