- 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

Senior Manager, Global Operations and Service

TripActions

Senior Manager, Travel Experience

Manager, Travel Experience

Stericycle

Call Center Operations Supervisor

BCD Travel

Responsibilities include analyzing and proposing ways to improve efficiency and will be accountable for the overall project performance results. Duties include:
- Facilitate strategic problem solving sessions with operations personnel to work towards a zero defect goal in the area of reservation processing 
- Track and report on performance against goal, providing analysis with recommendation to improve performance and assist in decision making
- Keep all agent training manuals up to date or create additional training documents where needed
- Ensure all current processes are mapped out using Visio 
- Create and maintain library of all account-specific process maps
- Conduct monthly process evalutation to determine defect and provide recommendation for improvement
- Perform audit on all processes and make recommendations on how technology could be used instead of a manual process
- Monitor the effectiveness of quality solutions and makes recommendations for improvement when necessary
- Construct data analysis to support decision making and recommendations
- Create project work plans and result action plans. Ensure progress is made in line with project timelines
- Identify best practices in the customer experience and in operation efficiency from both in and out of the industry, be able to apply these ideas and concepts to our organization, develop plans and facilitate implementation of those best practices
- Manage client recovery efforts by understanding the requirements, gaps, and pulling in the necessary people to resolve the issue quickly and to the customer’s expectations
- Prepare risk assessments; establish contingency plans for risk areas
- Provide recommendations and solutions that take into account the nature of our organization, the relationship we have with others in our industry (our competitive edge), and our internal organization and culture

Manager, Process and Performance Solutions

Operations Supervisor

Travelocity Business

ACS Inc.

Customer Service Representative

Business Travel Specialist

Maritz Travel Company

Experienced Senior Manager with a demonstrated history of working in the call center, travel industry, and tech start ups. Skilled in Customer Support, Operations Management, Call Center Development and Operations.

taplio

The Battle

Chris Glico

Ileana Sullivan

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