User Experience
Empowering Customer Experience Enhances Satisfaction, Drives Efficiency
An empowered customer experience:
- Enhancing employee satisfaction and understanding
- Increasing self-service usage and reducing call volume
- Providing the data you need to drive HR/benefits strategy
An empowering customer experience is essential in driving both satisfaction and efficiency in HR service delivery. ExcellerateHRO empowers your employees, retirees, and HR professionals with personalized information and efficient processes. Data and services are integrated and delivered seamlessly through an easy-to-use Web portal and through the professional customer service agents in our call centers.
Our Web portal presents users with data that is personalized by eligibility profile and employment status. Activities and transactions are driven by life or work events and individual needs.
We hire, train and retain expert customer service agents. Using state-of-the-art tools and a knowledge-management system that puts accurate and up-to-date information at their fingertips, our customer service agents address caller inquiries and serve as advocates for your HR/benefits program participants.
At the same time, your HR/benefits professionals are empowered with meaningful management reporting and analytics to help you manage programs and drive strategy.
A Look At Our Experts
Cindi Cashmer
Manager of Business Process and Customer Experience
Cindi Cashmer, Manager of Business Process and Customer Experience, is charged with the continued definition and refinement of ExcellerateHRO's business processes, as well as the ongoing development and enhancement of the tools used within our service centers in order to ensure quality and increase efficiency. Cindi, who came to ExcellerateHRO from Towers Perrin, has over 15 years of experience in HR service center operations and product development.
Kathleen Dillon
Client Experience Leader
Kathleen Dillon manages ExcellerateHRO's Client Experience – the way in which we introduce clients and prospective clients to our customer service capabilities and supporting technology. Her role includes helping clients to understand how our capabilities can best support their business and HR needs and serving as a liaison between our clients and our product and sales teams. A former Towers Perrin principal, Kathleen has 13 years of experience in HR administration, with a particular focus on self-service capability.
Kristie Landry
User Experience Designer
Kristie Landry, User Experience Designer, has over 16 years of design experience, including the development of web-based software applications for a wide variety of clients, utilizing a range of skills from information architecture and design to presentation layer coding and usability testing. In addition to multiple client implementations of the ExcellerateHRO portal, Kristie's experience includes a portfolio of commercial Web applications for clients in the foodservice industry, the design of multimedia software applications delivered via CD-ROM, and college-level design instruction.