Senior Client Care and Operations Leader

Kristin Lee Kostakos

**** ******* ***** *******, ** 60050 847-***-**** *******.********@*****.*** Summary

Dynamic client care and operations leader with 25+ years of experience driving customer satisfaction, managing teams, and delivering complex projects. Proven track record in client management, process improvement, performance coaching, and large-scale benefits administration. Skilled at building relationships, resolving escalations, and aligning business goals with service delivery excellence.

Professional Experience

Alight Solutions – Lincolnshire, IL November 1999 – August 2025 Customer Care Client Manager (Senior Level)

• Served as the primary liaison for a portfolio of corporate healthcare clients, ensuring seamless service delivery, reporting accuracy, timely resolution of benefit-related inquiries and project execution.

• Authored and maintained requirements documentation, interface guides, and delivery channel instructions.

• Monitored client risk and relationship status within tracking systems to safeguard retention.

• Led cross-functional meetings to address service delivery improvements, resulting in a 20% reduction in client escalations.

• Delivered customized reporting solutions and resolved client escalations with efficiency and professionalism, resulting in a 20% reduction in client escalations.

• Partnered with internal teams (e.g., underwriting, compliance, technology) to investigate issues, implement corrective actions, and sustain client satisfaction.

• Resolved complex escalations involving benefits eligibility, claims, and system issues while maintaining high client satisfaction.

• Managed end-to-end client onboarding including benefit plan implementation, and annual renewals with 100% compliance and accuracy.

• Achieved a 95%+ client retention rate by fostering strong relationships and delivering proactive, solution-focused support.

• Recognized by leadership for excellence in client service and contributing to team KPIs, including NPS and SLA adherence.

Annual Enrollment Sponsor

• Directed the full lifecycle of annual enrollment initiatives, from strategic planning through implementation, ensuring seamless coordination across departments.

• Partnered with Customer Care Client Managers to standardize processes, improve accuracy in reporting, and strengthen overall service quality and client engagement. Customer Care Team Manager

• Led teams of 17–22 customer care associates supporting 1–10 client teams.

• Enhanced team performance by conducting reviews, providing coaching, and promoting engagement.

• Implemented process improvements in collaboration with analysts to optimize tools and client provisions.

• Oversaw call quality, service metrics, and schedule adherence, providing continuous feedback.

• Maintained staffing levels through retention strategies and succession planning. Customer Care Unit Manager

• Directed a unit of 8–10 associates and 1–2 project managers to meet monthly and quarterly service-level goals.

• Conducted monthly check-ins, performance evaluations, and developmental coaching.

• Presented quarterly client delivery reports, clarifying service variances and action plans.

• Managed escalated customer calls and ensured issues were fully resolved. Customer Care Project Manager

• Coordinated off-phone projects, driving timely completion and accuracy.

• Developed and delivered client training sessions on benefits platforms, open enrollment processes, and regulatory updates.

• Utilized CRM and case management systems (e.g., Salesforce) to track client interactions and identify service trends.

• Updated online reference tools with process improvements and new plan details.

• Supported escalation management, ensuring quick resolution and knowledge sharing.

Customer Care Representative

• Responded to 75–100 inbound calls daily, addressing employee questions on healthcare, retirement, and pension benefits.

• Processed loan repayments, hardship withdrawals, survivor benefits, and pension distributions.

• Managed off-phone projects partnering with health plans and the Trust as appropriate.

Professional Plumbing, Inc. – Barrington, IL September 1995 – October 1999 Job Coordinator

• Established project accounts, generated cost reports, and managed contract books.

• Closed out projects by reconciling costs, contracts, and payment waivers with builders.

Billing Clerk

• Processed daily billing for underground, rough, and trim projects, resolving account discrepancies.

Estimating & Contracts Secretary

• Routed proposals/contracts for estimators, entered payroll, and managed purchase orders and quotes.

Receptionist

• Managed a 15-line switchboard, supported executives with scheduling and correspondence, and assisted clients.

Maurices, Inc. – Elmhurst, IL July 1993 – September 1995 Retail Sales Associate

• Assisted customers in selecting merchandise, processed sales transactions, and handled store opening/closing procedures.

Tomato’s Pizza – Bensenville, IL October 1989 – November 1995 Server & Phone Operator

• Took phone orders, managed customer service, and provided table service in a fast- paced environment.

Education

• Completed courses in Business Management – Harper College, Palatine, IL and Elmhurst University, Elmhurst, IL

• Associate of Applied Science, Architectural Technology – College of DuPage, Glen Ellyn, IL

• Completed courses in Environmental Technology – Illinois State University, Bloomington, IL

• Continuing education through Alight/Hewitt online courses and Harvard Mentor Manager programs

• General Education, Art, and Architecture – Fenton High School, Bensenville, IL Achievements

• Awarded Scholarship from Northern Illinois Painting and Drywall Institution

(NIPDI), presented by Gary Doles of Service Companies, 1993. References

Available upon request.

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