OneDigital

Director of Client Success

Leads business unit specialty organization, developing and executing benefits administration strategy
for 1K+ clients with $229M+ value. Owns staffing efforts across several candidate pipelines; direct
hires, permanent hires through sourcing agency, and temporary to permanent conversions. Directs
training program, expanding access to implementation and offshore partners, and ancillary business
staff. Defines methods to reduce effort duplication and broadly distribute best practices. Serve as El
Paso, TX site lead, supporting recruitment efforts with intention to give back to community.
•Grew client experience transaction quality by almost 7% within 1 year during COVID-19 period,
from 84.4 (FY20) to 90.2 (FY21).
• Achieved 29% growth YOY, adding 4 new teams with 3 under direct supervision.
• Decreased security incidents by 17.14% within 1 year (FY20 to FY21) by providing encouraging
and precise leadership as executive sponsor.
• Drives high associate retention and engagement rates (avg. 80.25%, 2021) across 4 states. Partner
to secure excellent talent development (including succession planning) and programs that
enhance the service function.

Director, Service Delivery

•	Responsible for leading, directing and managing activities within the Center of Excellence for Benefits and Talent Solutions 
•	Support, direct, and implement the overall strategy for servicing and supporting top 1% client base: currently 900+ clients valued at over $300 million dollars in revenue
•	Responsible for client experience results – increase in top 2 box from 83.6 in FY18 to 96.1, YTD in FY19
•	Develop trust and credibility with cross-functional ADP groups and leaders to drive the Win as One goals
•	Collaborate with a highly virtual and matrix-managed leadership team to establish/enhance operational and support processes and procedures
•	Help identify clients at risk and provide resources to assist the center's retention team
•	Partner to drive associate engagement, retention, talent development (including succession planning) and appropriate programs to enhance the service function – currently supporting the El Paso location with the hightest Associate Engagement results in BTS at 91% for FY19
•	Partner to create, define and communicate goals, establish and manage budgets, formulate incentive initiatives and implement new procedures

Sr. Director, HRB Client Services

Manage the daily activities of a high volume HR Shared Service Call Center responsible for providing high quality service to geographically dispersed associates, managers, and field HR support via hotline and web to case resolution

Manage the inbound/outbound tier 2 support teams that are responsible for providing HR and payroll policy, process support as well as assistance with the utilization of internal ADP systems such as: associate portal, EeTime, ADP Comp Planner, eBonus and ADP Talent Management

Responsible for the management and effectiveness of the Service Center through utilization of call center and case management tools

Ensure timely and accurate resolution to client issues

Makes recommendations for process and system enhancements in response to feedback from the client base and reported trends

Ensures service center associates are well versed in ADP Corporate HR/Payroll and business unit policies, procedures and state and federal laws

Ensures appropriate change controls are in place to safeguard data integrity and on-going compliance in response to Sarbanes-Oxley requirements

Responsible for overall HR service deliver for ADP associates

Hold vendors accountable for the responsibilities outlined in their contract and/or statement of work

Measure quality and timeliness of delivery: track, measure, report and evaluate vendor performance through escalation management and surveys

Identify improvement areas that affect the associate experience; work with the vendor to coordinate with all internal stakeholders to prepare solutions

Manage vendor projects and their impact on associates, processes, communications, etc. 

Identify and implement continuous enhancements and efficiency associated with vendor service delivery; responsible for managing scope of service changes 

SME for vendor processes

HR and Payroll Resource Manager

The job focus is to ensure client satisfaction and retention through timely and successful installation and conversion of ADP Major Account workforce management solutions in a manner consistent with the framework of “OneADP" solution delivery. Implementation Specialists (ISs) develop and maintain effective verbal and written communications and relationships with clients and ADP associates to contribute to a successful overall client experience. ISs utilize a combination of product knowledge, HR knowledge and project management skills to ensure a quality implementation experience for the client. ISs proactively contact clients during the implementation process to assess their satisfaction and fully utilize standardized tools and technology to support “OneADP” workforce management solution delivery.

Time and Labor Implementation Specialist III

TLM Implementation Specialist, II

ADP Banking - SBS

Electrolux Major Appliances

Credit Rep 1

Dynamic MBA with proven leadership experience demonstrating visionary leadership, expertise and distinguished performance. Proven ability to inspire confidence in clients and gain trust through attentive service, efficient problem solving and root cause analysis.

Customer Service Delivery • Team & Relationship Building • Operations Management • Vendor Management • Strategic Planning/Execution • Project Management • Continuous Process Improvements • Multi-Site Operations

Graduate of the ADP ELP Program, 2013
Graduate of the ADP Lean Leaders Program, August 2015
Graduate of Columbia County Leadership, May 2017

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