- 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

NexRep, LLC

NexRep LLC effectively combines Onshore, Nearshore and Offshore Flexible strategic staffing solutions, supported by a robust proprietary tech stack that sources your top Talent from 33 States and enhances stakeholder performance by delivering exceptional employee and customer experiences. This approach provides a secure and talented workforce during peak business seasons, or hyper-growth, which is crucial for your team's success.

Our flexible onshore staffing solutions source and manage your talent from 33 states, complemented by offshore resources in South Africa and the Philippines, leaning on technology to blend the personal touch for your customers and patients, and allowing for operational excellence. 

As pioneers in the U.S remote workforce model, even before COVID-19, NexRep LLC has engineered modern onshore staffing solutions that offer greater customer experience, agility, reliability, empathy, and top talent. With our model, you only pay for production, and we provide staffing solutions tailored to your exact demand, even in 30-minute intervals which ensure 20% to 40% savings on U.S. in-house labour.

NexRep combines the best of both worlds by offering a hybrid Human-Focused customer experience staffing model that includes flexible outsourcing options both onshore in the United States and offshore 🌍. We enhance customer experience (CX) solutions through a unique blend of flexible scheduling and highly talented individuals. Using advanced AI technology, we source, assess, and match thousands of candidates each week, ensuring up to 95% of competencies are met for your desired roles. This approach not only reduces direct and indirect costs related to workforce management in the U.S. but also simplifies the implementation and offboarding processes. Plus, we provide 24/7 flexible workforce staffing to suit your needs any time of day or night.

Vice President: Strategic Outsourcing

Deo Gloria Consulting

ISTA Solutions

US healthcare BPO offering delivery from Philippines and South Africa.

Report to CEO

Director Sales Operations (BPO)

Nutun

Nutun is Premium South Africa BPO offering CX and Collections. 

Responsibilities

○ CX & Collections BPO 
○ Global Sales and Growth 
○ Account Management 
○ BPO Operations (CX, Collections, Sales, Support LoBs) 
○ Business Process Outsourcing (BPO) Growth and Customer development. 
○ Create new sales distribution channels in the U.S.
○ Business Development growth strategies and budgeting  
○ Leadership and mentorship of teams
○ Training, managing and supporting new employees
○ U.S account and success management on exciting accounts  
○ Frequent travel to the U.S, usually several states and cities to visit partners, clients, and new business
○ Visit trade shows 
○ Understand the BPO Life-Cycle 
○ Outbound and Inbound CX Operations 
○ WFM
○ Quality Assurance 
○ Joint Venture (Deal Structuring and Negotiations)
○ Pricing and Contracts
○ Sales Management
○ Telephony platforms, BI Reporting, and other datasets such as heatmaps.
○ Join WBR, MBR, QBRs
○  Report to Senior Vice President

Vice President: BPO Outsourced Solutions 

WTax (VAT IT Group)

WTax, part of the VAT IT Group, assists global investment clients in optimizing their withholding tax recovery through a shared services finance business processing outsourced solution facilitated by back office DWT reclaims from European tax offices.
As an business processing outsourced solution, the WTax claim specialists teams take care of all administrative tasks around all global dividend withholding tax claims through its innovative shared services operations, and provides leading solutions to unlock withholding tax refunds in over 34 jurisdictions. 

Responsibilities 

○ Budgets & P&L
○ Commercial aspect of branch management and deal negotiations. 
○ Branch creation and management in international countries. 
○ Responsible for business expansion and new customer acquisition and Enterprise Service in Europe and the Gulf region.
○ Growth Strategies into new markets and verticals 
○ New Partnership Strategies 
○ Established new branches and sales offices in various geographies. 
○ Responsible for hiring a team to assist with managing the sales and service in the branches.
○ Hiring business leaders, sales specialists and service account managers in the various target market. 
○ Leading and Training hired salesforce 
○ Liaising with all stakeholders. 
○ Use of Salesforce CRM and Excel for reporting.
○ Responsible for budgets, profit, and Loss of established branches.
○ Salesforce and CRM reporting. 
○ 70+ direct reports.
○ Report to CEO

Director of Branch Sales & Service Operations: Iberia (Spain and Portugal)

VAT IT

VAT IT Reclaims is a outsourced solution assisting over 20 000 enterprise customers in over 150 countries with a global VAT reclaim solution utilizing a high tech back office processing shared services centre underpinned by AI and machine learning.

Responsibilities

○ Fulfilled a role of Global Operations and Sales Director.
○ International expansion and Enterprise Service ops. 
○ People growth & management. Building and growing high-performance sales teams.
○ Entrepreneurship, established new sales offices in Europe, Russia & Gulf.
○ Hiring of sales and service teams in country.
○ Managing various branch offices with 70+ direct reports. 
○ Conducted sales and business development in 15 countries, expanding established sales branches by appointing leaders and sales and service teams in country.
○ Responsible for Budgets, Reports, Management Account, Profit and Loss.
Established growth strategies in each market ensuring continuous growth. 
○ Led by example and concluded global deals with some of the largest companies in the various regions, such a Telecom, Private and Commercial Airlines, Oil & Gas. 
○ Grooming future leaders. 
○ Worked with the VAT IT Group in sales operations for 13 years specializing in Sales, Leadership, Operations, tax, Domestic VAT Compliance, Dividend WHT, Product Partnership and Strategic Enterprise acquisitions and digitalisation audits. Specialized in the field of complex tax implication within the global Telecommunication and Aviation sector and many other large industries.  Working and selling of financial technology products ie AI and OCR applications and machine learning. 
○ Working with large enterprises in EMEA and APAC with project management and customer relationship capacity, large ERP system VAT code implementation projects in UAE and Saudi Arabia, and working with the large enterprises. 
○ Report to CEO
Executive Director at VAT IT Consulting UAE
Branch Director at VAT IT Russia and WTax.  Reported to CEO

Director of Branch Sales & Service Operations: Gulf and Russia 

Business Development in local region and outbound Call Centre sales management.

Responsibilities 

○ Developed a sales administration process.
○ Sales training of new outbound sales agents 
○ Recruitment and hiring. 
○ Script development. 
○ Sales Coaching.
○ Led by example by conducting sales.
○ Established sales order process.
○ Partnering with European exhibition organizers.
○ Selling into thier global B2B customer base. 
○ Establishing and growing Exhibition organizer partnerships in Europe.

Team Sales Manager: VAT IT Direct 

Dods Group Ltd

Responsibilities 

UK Account Management, building relationships and managing and growing strategic key accounts which include members of parliament and civil servants in the United Kingdom. Reported to Sales Director

Account Manager: Government (Parliament & Civil Servants) and Corporate Accounts: London, UK

Mindpearl

Responsibilities 

Led and coached a outbound sales team of over 15 sales agents on the OneTel  B2C Telesales Voice Campaign contacting British Telecommunication (BT) customers, and was top sales advisor several months in a row. Reported to General Operations Manager.

Outbound Sales Team Leader (BPO)

SSE plc

Universal Group at the time was the primary Sales BPO vendor for SSE plc in the United Kingdom, specializing in outbound door to door B2C field sales. 

After passing a 4 stage interview process with the company (with a 8% candidate pass rate), I entered into a 2 week intensive training program housed at a Glasgow Castle. Led, coached and managed a team of field sales agents. 

Responsibilities 

○Led and managed a field sales team of anything between 8 and 10 Field Sales Advisors.
○Responsible for training and meeting targets.
○Focusing on B2C sales throughout the United Kingdom.
○Led by example as one of the top 10 sales advisors in a group of around 100 advisors. 
○Reported to Regional Manager.

Field Sales Team Manager - Utilities 

Responsibilities 

○ Outbound Door-to-Door field sales.
○Travelled throughout England and Scotland
○ Achieved over 10 new gas and energy deals per day. 
Within 6 months, I was promoted to a Field Sales Manager responsible for the development of a field sales team.

Field Sales Specialist - Utilities 

NexRep LLC effectively combines onshore,  nearshore, and offshore strategic flexible staffing models, supported by a robust proprietary tech stack that sources and scales top talent from 33. US States enhancing stakeholder performance by delivering exceptional employee and customer experiences. This approach provides a secure and talented workforce during peak business seasons, or hyper-growth, which is crucial for your team's success.

Our flexible onshore staffing solutions source and manage your talent from 33 states, complemented by offshore resources in South Africa and the Philippines, leaning on technology to blend the personal touch for your customers and patients, allowing for operational excellence. 

As pioneers in the U.S remote workforce model, even before COVID-19, NexRep LLC has engineered modern onshore staffing solutions that offer greater customer experience, agility, reliability, empathy, and top talent. With our model, you only pay for production, and we provide staffing solutions tailored to your exact demand, even in 30-minute intervals which ensure 20% to 40% savings on U.S. in-house labour.

How is this achievable?

NexRep’s proprietary tech stack enables rapid sourcing, rigorous assessment, and precise selection processes. This results in qualitative and quantitative outcomes that match employee profiles closely, ensuring a highly satisfactory customer experience interaction.

All our empathetic human agents are fully certified, with customized training designed specifically for your customer offering. 

Additionally, we provide unlimited customizable data reports and can onboard new staff in a matter of days to weeks, from sourcing all the way to integration.

Our framework is designed to deliver outstanding employee and customer experiences, reduce costs, enhance processes, and improve overall satisfaction while upholding human dignity and employee well-being.

NexRep takes pride in collaborating with some of the leading brands in the United States, providing dynamic and flexible cutting-edge BPO solutions. In addition to our unparalleled onshore capabilities, we also offer premium English customer experience through our offshore resources top talent in South Africa and the Philippines. 

#HumanTouch #WFMatScale #wfhCX #247365Flexibility #GenAiAugmentation #Technology #onshore #offshore #YourChoice

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Chris Glico

Tyrone Askew 💫

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