KERMESHEA EVANS

OBJECTIVE

Motivated, results-driven manager with extensive experience seeking to obtain a in a progressive organization that will allow me to utilize my customer service, management, consulting, project management and analytical skills.

EXPERIENCE

April 2015 to Present Aon Hewitt Associates - The Woodlands, TX

CRM Product Consultant (04/2015 to Present)

Support development, execution and utilization of the Customer Relationship Management Product Strategy. Develop, review and approve user stories for features and functional requirements of the CRM tool. Support CRM Product Governance. Owner of Best Practices for utilization of the CRM tools including all functionality, capabilities and features for internal and external users.

February 2012 to April 2015 Aon Hewitt Associates - The Woodlands, TX

CS Domain Consultant (02/2012 to 04/2015)

As a part of a dynamic, growing Implementation team, my primary responsibility is project management oversight, client consulting and implementation of new HR BPO Customer Service Centers for external clients. My duties include creating, documenting and facilitating discussions with clients on business requirements, Service Center processes and security. Responsible for the successful documentation, development and readiness of all implementation activities including CS Technology and Tools.

Implementing complex client project on time and within budget/forecast

Consult clients towards increased use of standardized service offerings

Create Customer Service Business and Process Requirements

Collaborate with internal cross-domain teams and external cross-functional teams to document process hand-offs and interactions, facilitate change management and develop communications strategy

Design and document global process design and development for unique client business processes

Consult external and internal clients on Best Practice and standardized processes

Oversee initial Customer Service training design and facilitation as well as staffing models

November 2008 to February 2012

BP HRO Integration Delivery Analyst II (11/2008 to 02/2012)

As a part of the Integration Quality and Metrics group my primary focus is facilitating growth of the business through quality delivery, impact assessment and solving problems across domains and processes for clients. Driving change across the BU including Strategic Planning, SOP Process Documentation and facilitating Stakeholder Meetings. Supporting growth within BU through sales initiatives support, data trending, audits and case studies. SLA design, calculation and oversight for all BU clients and domains including designing specialized reports to monitor adherence to contracts.

Lead Process Improvement, Process Implementation, and Service Readiness across multiple clients and domains.

Project Management supporting implementation cross client, cross domain of Aon Hewitt tools including databases, client email boxes and various customer relationship management tools such as Siebel, myHR and eService.

Led Client Lean Project resulting in 96% reduction in Payroll Benefit Deduction errors

Influencing managers to develop strategy, drive change and process improvement for the BU resulting in decreased contractual penalties

Cross client and cross domain work volume trending used to strategize and ensure optimization of current resources for growth

MP HRO Customer Service Client Manager (08/2006 to 11/2008)

Responsible for maintaining client deliverables as well as daily oversight of a Customer Service Team of 20 CSA’s and 5 Human Resource Specialist responding to inquiries and servicing 20,000+ multi-state employees and the local HRG group. Initial Point of contact for escalated issues and resolution on the following outsourced services: Health and Welfare benefits, Defined Contribution (401K Savings Plan), Defined Benefit (Pension Plan), Payroll, Time and Labor, Workforce Management, Compensation and Employee Recognition and Rewards.

Implemented changes to systems, off shored off phone processes and incorporated additional training to reduce the number of FTE’s by 6. A cost savings in excess of $150K

Proposed and implemented combining teams across regions to take client calls, reducing the number of FTE’s by 4. A savings of approximately $110K

Service Levels, Customer Satisfaction and HRG Satisfaction survey results exceed company average

Client Analyst (Implementation) (03/2006 – 07/2006)

Development and implementation of a new client team, a multi-state retail store, to include the following outsourced services: Health and Welfare benefits, Defined Contribution(401K Savings Plan), Defined Benefit (Pension Plan), Payroll, Time and Labor, Workforce Management, Compensation and Employee Recognition and Rewards. Servicing 20,000+ multi-state employees.

Project Manager (10/2005 -03/2006)

*Note* Position was restructured to Client Analyst in March 2006

Manage the daily deliverables of a call center team providing answers to inquiries relative to the outsourced services.

Client Service Representative (07/2004-10/2005)

In a human resources outsourcing, call center environment provide employee service to specific client employees. Responding to Health and Welfare, Savings Investment Plan and Pension inquiries. Providing complex issue resolution. Interpreting HR policy, processing new hire, retiree and terminated employee plan provisions.

Other Related Experience

December 2003 to June 2004 Reliant Energy - Houston, T X – Customer Service Representative

February 2002 to October 2002 Exult Associates - The Woodlands, TX HR/AP Help Desk

August 2001 to February 2002 JPMorgan Chase Houston, TX - Research Specialist II

June 1993 - August 2000 New Light Houston, TX - HR Consultant (November 1993 - August 2000)

EDUCATION

1990-1993 University of Houston Houston, Texas

COMPUTER SOFTWARE KNOWLEDGE

Microsoft Office Suite, Lotus Notes, ADP eTime, PeopleSoft, SAP, Aon Hewitt Integrated System Applications (TBA, myHR, UPoint), Siebel, Workday, Salesforce.

SKILLS

10-key by touch. Data entry 11,000+ kph. Typing 55 wpm.

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