Salt Lake City Metropolitan Area
A highly effective leader with a dedication to human capital management and proven experience in leading teams, succession planning, talent management, client management, operations, project management and benefits outsourcing. An innovative and decisive leader who excels in building and maintaining strong relationships. Possesses a proven track record in creating a results-oriented environment that focuses on personal accountability, innovation, meeting key metrics and retaining clients. Core Competencies • Strategic/Visionary Leadership • Strong Process Control Skills • Cross-Functional Collaboration • Program Planning/Execution • Driving Program Efficiency/ROI • Excellent Writing Skills • Mentoring/Coaching • Leading Innovation • Vendor Management
Handling overall responsibility for managing the customer relationship. Establishing a trusted adviser relationship that works to ensure customer’s overall satisfaction with our products. Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities. Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations. Working closely with Professional Services to identify new opportunities and facilitate transitions following initial or follow-on deployments. Monitoring and facilitating the customer’s adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products. Leveraging customer relationships as needed for prospect references. Prioritizing and driving resolution on escalated customer issues. Promoting opportunities for two-way communication. Keeping customers informed of process and procedural changes.
Direct four client service teams that include 14 associates that provide benefits outsourcing to 18 large national clients generating revenue in excess of 9 million dollars annually. Facilitate overall coordination of development of associates through job and industry training, succession planning and leadership development. Oversee a team responsible for developing, programming, implementing and maintaining employee health and welfare benefits for assigned clients. Manage multi-year contracts and the financial revenue of each client. Participate in project team responsible for large scale projects and for the migration of clients to next generation health and welfare benefits platforms.
Responsible for the overall delivery of ADP services including health and welfare benefits, COBRA, spending accounts and tuition reimbursement for 8 large and moderately to highly complex national clients. Served as the main point of contact for prioritization and timely resolution of ongoing client issues and projects. Directed the internal service team for the operational and training requirements. Formally mentored and developed junior associates. Acted as a client liaison with other ADP departments and regions. Served as a functional expert in understanding and communicating ACA changes to internal and clients teams.
Served as manager over 10 employees at the ADP Distribution Center. Supervised the print and fulfillment of web-based and offset retirement, benefit and 401(k) statements. Developed and documented controls and auditing guidelines for fulfillment coordinators. Acted as main point of contact for semi-annual SAS 70 and SOX audits. Developed and maintained vendor relationships. Mentored and developed talent among the team including succession planning and leadership development. Coordinated and set action plans for transitioning businesses and resources from other ADP departments and regions.