- Lead a multi-year strategic product portfolio optimization program across ADP’s Workforce Management Solutions business
- Analyze client needs to develop strategies for client success initiatives over a multi-year horizon
- Plan and execute client communication strategies to ensure understanding and engagement

Sr. Director Workforce Operations

GXO Consulting LLC

SaaS startup advisory services, fractional leadership, and strategic operations support to grow and scale small to medium sized businesses.

Principal

Navan

- Manage 24x7 “follow the sun” contact center and SaaS product support operations in EMEA, APAC, and US to support $7B in travel and expense management FinTech revenue
- Exceed and maintain KPI goals to achieve 50+ NPS, 97% SL, 93% CSAT scores
- Developed new-hire onboarding process, improving associate readiness to productivity by 25% with 80% less impact to offline support team operations
- Business case and strategic development to move EMEA support center from Amsterdam, NL to Lisbon, Portugal recognizing 40% cost savings
- High volume, multi-channel (chat, voice, email) inbound contact center volume arrival pattern analysis, demand forecasting, capacity planning, and staffing needs analysis for operational efficiency
- RFP analysis and vendor management of outsourced partners to scale and augment staffing needs
- Skill based routing design, development, and deployment

Head of Global Workforce Management - Site Leader (Formerly TripActions)

- Developed and program managed cross-BU product launches, platform feature releases, change management, and organizational readiness activities for B2B SaaS-based HCM products 
- Optimize Global Workforce Management organization to support 80k+ clients via 2k+ employee support team to delight clients, meet service level targets, protect and grow $750M+ in annual HCM revenue
- Improve the company’s operating capabilities to reduce expenses, increase revenue, exceed client satisfaction, improve client retention and establish high quality standards to meet productivity and profitability goals
- Collaborate with product development, engineering, and hosting support teams to coordinate PEN testing with third party security vendors
- Identify business process improvement opportunities for operational excellence to increase the associate engagement and client service experience
- Create business strategies, sales forecasts, workforce capacity plans

Sr. Director, WFM Strategy & Operations

- General Manager and Business Owner of ADP's newly established Global Workforce Management Division responsible for $45M+ client portfolio 
- Scaled international business from $21M to over $45M+ in annual recurring revenue
- Provided executive sales support of 30% annual business growth for 6 consecutive years 
- Established regional Centers of Excellence in America, EMEA, and APAC to deliver 24x7 “follow the sun” implementation, client services, and technical support for Fortune 500 Global HCM clients
- Executive sponsor and Client Account Management on multiple high profile client accounts (HP, FedEx, Nike, IBM, Sodexo, DaVita, HMS Host, Vestas) to liaison with ADP service organizations, facilitating contract negotiation, vendor management, and partner services integration

VP/GM Global Workforce Management

- Responsibility for 3200 Global Time and Labor clients with 5M users and $275M+ of annual revenue
- Restructured National Accounts Technical Services organization, lowering on-call expenses 33%, reducing duplicate efforts 25%, and increased productivity 12%
- Operational leadership of 160+ direct and indirect associates across multiple business units including mentorship of Directors and Senior Managers
- Maintained highest ranked department employee engagement scores for division for 3 years
- Identified and implemented new revenue stream, exceeding professional services revenue by 20% 
- Redesigned lab environment, increasing capacity 400% with only 10% additional hardware and a 60% reduction in FTE administration
- Implement business continuity and disaster recovery plans, manage wide-scale system outages, and host bridge calls to drive engineering teams to resolution while providing status updates to senior leadership

VP HCM Support Services

-	Established Service Center in Manila, Philippines for APAC and NORAM product and customer support
-	Responsible for 900 clients, 3M users and $180M+ of Time and Labor product and services revenue, while maintaining 96% client retention rates
-	Developed new-hire on-boarding and cross-department training program that became global standard for training all NAS TLM support teams in on/off and smart-shore locations
-	Managed 130+ associates (Managers, Team Leads, Individual Contributors) in a globally matrixed environment 
-	Deployed internal mentoring program which reduced division training costs by 50% and improved the client experience
- Achieved highest and most improved employee engagement scores within division

Director TLM & WFM Technical Services

-	Established National Accounts Service Center in El Paso, TX with 100 employees at one location which grew to 2k+ across multiple sites over 5 year period
-	Collaborated with Software Engineering teams to improve product functionality 
-	Project managed several multi-client (500+) migrations with high quality and minimal client impact
-	Analyzed support team KPI for annual budgeting, capacity planning, and headcount staffing needs
-	Technical liaison for multiple vendor and 3rd party relationships
-	Maintain 95%+ client satisfaction scores on quality assurance surveys

Manager TLM & WFM Technical Services

-	Supported HCM implementations with complex configuration and data integration requirements
-	Developed custom tools to improve SaaS deployments and platform support 
-	Designed Clarify CRM analytics and KPI reporting system to monitor organizational KPI metrics 
-	Authored technical support procedures, guidelines, and issue resolution process training materials
-	Mentored and trained peers on system administration, programming and technical support skills 

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀 𝗨𝘀𝗲𝗱: Oracle, T/SQL, SQL Server, VB, MS Access / Excel, VBScript, JScript, ASP, Crystal, SSRS, Network troubleshooting

Sr. Application Analyst / Team Lead

Independant Consultant

Excelled in problem-solving, data analysis & integration, project management, solution design, and custom tool & software development for a variety of industries (profit, non-profit, municipalities) and verticals (technology, human services, marketing/advertising, e-commerce)..

* Web Server Administrator / Developer (City of Jacksonville, 18m) 
* E-Commerce Programmer (Bombardier Capital, 6m) 
* Report Developer (Blue Cross/ Blue Shield, 6m) 
* SQL Database Administrator (Duval County Schoolboard, 6m) 
* Sr. Systems Administrator / DBA / Report Developer (ATT Broadband, 2y)
* E-Commerce Programmer (Pot O' Gold Productions, 5y)

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀 𝗨𝘀𝗲𝗱: Oracle, T/SQL, SQL Server, VB, MS Access / Excel, VSS, VBScript, CSS, HTML, JScript, ASP, Monarch, Crystal, FoxPro, .NET, DataBridge

Business Analyst, Software Developer, Technical Consultant 

Aetna

Workforce planning, budgeting, forecasting, staffing needs analysis, and scheduling of 1500 employee medical and dental claims processing division. Rules processing, claim auto-adjudication rate, and business operations analysis. DB2 data extraction, SQL Server data integration, and Crystal reports development.

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀 𝗨𝘀𝗲𝗱: DB2, SQL, SQL Server, VB, MS Access / Excel, Crystal

Forecast Analyst / DBA

Workforce planning, intra-day management, call center scheduling, shift bidding, reporting and data analysis for 600+ employee contact center

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀 𝗨𝘀𝗲𝗱: SQL, VBA, MS Access / Excel, Monarch, FoxPro

Scheduling & Forecast Analyst

Outback Steakhouse

Responsible for interviewing, hiring, training and managing kitchen staff. Created shift assignments and Back of the House (BOH) staff schedules. Maintained labor and food costs, food product inventory levels, quality control, coordinated and prepared charity, catering and special events.

Operations Manager

As a Senior Director Client Operations at ADP, I lead a multi-year strategic product portfolio optimization program across ADP’s Workforce Management Solutions business, which supports over 40,000 clients and 25 million employees worldwide. I have 30 years of experience in operations, workforce management, and service delivery, with a passion for people development, mentoring, and creating positive and professional work environments.

Some of my key accomplishments include establishing a dozen Centers of Excellence and Contact Centers, scaling a global HCM business from $21M to $45M+ in ACV in 4 years, exceeding KPI goals to achieve 50+ NPS and 93% CSAT scores YoY, and program managing various multi-client SaaS platform migrations. I have a CISM certification and extensive working knowledge of various tools, platforms, and languages related to CRM, contact center, project management, databases, reporting, and HRIS.

I also run my own SaaS startup advisory firm, GXO Consulting LLC, where I provide fractional leadership and strategic operations support to grow and scale small to medium sized businesses. 

𝗠𝘆𝗲𝗿𝘀-𝗕𝗿𝗶𝗴𝗴𝘀: ENTJ

𝗦𝘁𝗮𝗻𝗱 𝗢𝘂𝘁: Advisor / Equalizer

𝗦𝘁𝗿𝗲𝗻𝗴𝘁𝗵 𝗙𝗶𝗻𝗱𝗲𝗿𝘀:
Strategy
Command
Communication
Ideation
Self-Assurance

Chris Glico

Ana Carpinteiro

- Drive end-to-end recruitment processes across various functions, ensuring a seamless candidate experience and alignment with organizational goals
- Collaborate closely with VP and director-level leaders, providing strategic insights and data-driven recommendations to support decision-making and workforce planning
- Develop hiring strategies tailored to key technical and non-technical roles, ensuring alignment with the company’s business objectives and long-term vision
- Analyze recruitment data and metrics to optimize processes, enhance efficiency, and identify opportunities for continuous improvement
- Support employer branding initiatives to attract top-tier talent, leveraging and managing partnerships with agencies
- Partner with hiring managers to align recruitment strategies with team goals and ensure the selection of candidates who contribute to a strong organizational culture

Talent Acquisition Lead

Senior Talent Acquisition Specialist

Teleperformance

- Led full-cycle recruitment for mid to senior-level roles across diverse functions
- Partnered closely with hiring managers and business leaders to understand workforce needs and design tailored recruitment strategies for key operational and corporate roles
- Managed hiring initiatives across internal departments and supported leadership staffing requirements to drive organizational growth
- Sourced, engaged, and assessed candidates using advanced sourcing techniques, including social media, professional networks, and talent mapping
- Maintained and optimized applicant tracking systems to ensure efficient processes, accurate reporting, and compliance with company policies
- Partnered with external agencies and recruitment partners to ensure access to high-quality candidates for specialized and hard-to-fill positions
- Delivered strategic insights and data-driven recommendations to leadership, influencing hiring decisions and improving recruitment outcomes
- Trained and mentored junior recruitment staff, fostering a high-performing and collaborative talent acquisition team

Talent Acquisition Specialist

Webhelp

- Partnered with internal teams and hiring managers to manage end-to-end recruitment for internal and external hires
- Developed and executed recruitment marketing strategies, including job posting optimization, campaign planning, and social media engagement
- Sourced and identified top talent for current and future roles, building talent pools and fostering proactive recruitment pipelines
- Managed the full recruitment lifecycle, from sourcing and assessments to offers and onboarding, leveraging ATS and recruitment software for efficiency
- Counseled candidates on salary, benefits, and corporate culture, ensuring a positive candidate experience
- Established and maintained relationships with third-party agencies and managed vendor procurement and performance
- Championed employer branding efforts, using advertising, marketing, and social recruitment tools to attract candidates and enhance the candidate experience
- Identified new sourcing channels and prioritized hiring programs based on evolving business needs

Talent Acquisition & Sourcing Specialist

REDITUS, SA

Set up of Webhelp Portugal's operations in Lisbon

- Building applicant sources by researching and contacting community services, colleges, employment agencies, media, and internet sites; 
- Determining applicant requirements by studying job description and job qualifications; 
- Attracting applicants by placing job advertisements & creating job ads using graphic design tools, using news groups, job sites, forums, social media (linkedin, facebook, online groups, etc.); 
- Determining applicant qualifications by interviewing applicants, analyzing responses and comparing qualifications to job requirements. 
- Arranging management interviews by coordinating schedules; 
- Managing new employee relocation by determining new employee requirements;
- End to end recruitment: Sourcing, Staffing, scoping, and on boarding candidates;
- Screening: short listing candidates sourced through email, job sites and social media, and validating them on their experience and interest on the role;
- Identifying right candidates with required Skill set and experience and make sure that it should match with the requirement as per the job description;
- Improving organization attractiveness by recommending new policies and practices.

Talent Acquisition & Sourcing

Customer Service Representative

Air Liquide

Project Assistant

ENSUL MECI

DEFT - Training & Manpower Services

APS - Administração dos Portos de Sines e do Algarve, S.A.

Human Resources Trainee

As a Talent Acquisition Lead at Navan, the all-in-one travel solution with a $9.2B valuation, I excel in sourcing, attracting, and hiring top talent across EMEA for various functions, including Travel Operations, G&A, and Sales. With over 8 years of international recruitment experience, I've cultivated a robust network and honed my expertise in discovering and engaging niche and high-potential candidates through diverse channels, including social media, referrals, and innovative recruiting strategies.

In addition to my recruitment acumen, I play a pivotal role in crafting and executing recruitment strategies that drive organizational growth. My experience extends to team management, where I lead and mentor dynamic professionals to achieve excellence in talent acquisition.

Beyond my recruitment prowess and leadership skills, I'm dedicated to creating exceptional candidate experiences, forging strong relationships with hiring managers and internal stakeholders, and elevating Navan's employer brand and market reputation.

Furthermore, I hold a certification as a CCP Trainer and possess a Master's in Graphic Design, allowing me to design and deliver effective recruitment strategies, campaigns, and training initiatives. My creativity and communication skills further enhance my ability to contribute to Navan's success by attracting top-tier talent that seamlessly aligns with our culture and vision.

Senior Lead Recruiter

Navan is the all-in-one solution that makes travel easy so you can focus on being there, not getting there. Say goodbye to spending hours on the phone trying to change your flight or saving stacks of receipts to manually input expenses. From EAs and finance teams to travel managers and employees, Navan empowers people to focus on the things that matter most to them — all while providing companies with real-time visibility, savings, and control. 

Navan’s investors include visionaries like Andreessen Horowitz, Lightspeed Ventures, Greenoaks, Zeev Ventures, and entrepreneurs Lee Fixel, Adam Bain, and Elad Gil. In Oct 2022, Navan announced its Series G upround at a post-money valuation of $9.2B to help accelerate future growth plans. In February 2022, Navan announced its acquisition of Berlin-based travel management company, Comtravo, which was closely followed by the addition of leading Scandinavian travel agency Resia AB, the group’s third acquisition in nine months following the acquisition of Reed & Mackay in May of 2021. 

At Navan, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation. All voices are valued here and you’ll have the resources, tools, and training you’ll need to do the best work of your life.

Learn more at www.navan.com

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Chris Glico

Ana Carpinteiro

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