Fernandina Beach, Florida, United States
Seasoned senior manager with expertise in client relationship management, employer services, Human Capital Management (HCM), IT systems administration and support management, project management, call center direction, and sales support with proven abilities in creating and directing effective teams, increasing productivity, supporting clients in a SaaS model, relationship building and long-term planning.
Manage a robust portfolio of HCM clients with a focus on ensuring client satisfaction with the Human Capital Management system and promoting additional product offerings and services. Chosen to be part of a specialized small team of SDMs managing high profile Dayforce HCM clients from Implementation through transition into Support on a SaS model. Highly effective in understanding client priorities and business needs, and established record of success in providing stabilization on client open issues to ensure satisfaction with Ceridian offerings. Hand-picked to be one of first four SDMs solely focused on Dayforce HCM clients, based on established record of personal success in stabilizing challenging situations and converting clients into references. Accountable for overall satisfaction of clients with the products and services they have purchased. Leverage all reporting capabilities and analyze results to create a compelling story of performance, value, and benchmarks that are shared with clients during communications. Ensure client understands the value they are receiving from the products and services they are using. Provide consultative information to clients regarding their HCM choices, processes, and challenges, as well as Ceridian's ability to help them meet their objectives. Escalate and proactively push client issues when they arise, and act as an internal champion to ensure all necessary resources are engaged and a plan of resolution is created and achieved successfully for the mutual benefit of the client and Ceridian. Leverage my years of understanding of the HCM industry to understand how this corresponds to how companies use human capital management to staff organizations, develop employees, and compensate them correctly. Utilize this knowledge to investigate solutions to challenges and issues, and to direct clients on ways to better utilize the tools available to them to accomplish their priorities.
Managing a full service payroll and HR systems support team with a focus on small business clients in the southeastern United States. Responsible for all client service escalations, pricing discussions, proactive client contacts, quality support metrics, small business client retention activities, and sales support. Responsibilities also include managing the Distribution department and ensuring timely and accurate packaging and shipping of client checks and financial reports. Led the beta rollout of the new web-based Paycor payroll system, Paycor Perform, converting over 1500 clients to the new system over a period of five months. Gathered feedback from beta clients which was incorporated into system design and helped to improve the product through usability studies. Instituted quality service metrics and service level goals for the first time across Paycor Jacksonville service teams. Created service center metric reporting and quality standards that were then adopted and rolled out across the all company locations. Consistently led the company in client satisfaction scores and proactive client contacts. Instrumental in selecting and testing phone monitoring systems for future global rollout. Created call quality guidelines and scoring objectives to facilitate improvement in service quality to end clients. Worked as an Implementation Account Executive for first six months with Paycor, bringing clients live as part of Year End activities. Led over 20 implementations with all projects meeting or beating project timelines.
Responsible for directing multiple technical service teams in a call center environment supporting a proprietary enterprise software application for a large, high profile client base. Regularly directed multiple ongoing projects while also working to build and maintain superior client relationships. Directly responsible for all overall department metrics, workflow management, client quality survey scores, and client retention goals. Manage the day-to-day application support operations for over 1500 clients. Ensure the timely resolution of client issues and delivery of quality service from 20+ consultants and other department managers. Managed client-facing IT systems support staff for complex time/labor management application installed on multiple Microsoft servers either hosted by ADP or located locally at client site. Supervised project teams engaged in resolving application and software issues, performing system implementations, hardware/software upgrade projects, and working closely with client base to resolve both network and database issues. Directed all operations for an inbound/outbound call center department. Utilized Clarify and Seibel CRM systems to document and track calls and issue progress, and Avaya to monitor call flow and create reports.
Director responsible for all aspects of onsite operations, national verification center management, sales support, implementation. technology project management and overall customer service in a fast-paced corporate environment at a startup business focused on higher education and outside business clients. Increased volume and revenue for company dramatically over a one-year period by revamping all call center operations, guidelines, and standards which improved efficiency and customer service. Identified key corporate clients and focused on growing their business and signing them to long-range volume contracts in a sales support capacity. Managed all onsite call center and installation operations and directly supervised a staff of 30+ employees. Reported directly to the CEO of the company. Acted as senior project manager for all technology implementations with higher education institutions and automated corporate client business via web services. Acted in a project manager role for the installations of networked Microsoft communication servers locally at partner institutions’ sites. This allowed us to gather verification data in an automated fashion by sending queries to the records database and return results to our clients almost immediately. Designed and developed implementation/call center operation training manuals, guidelines, and operations handbooks to ensure effective implementation of system and continuity of knowledge among employees. Improved revenue streams by establishing positive client relationships and coaching clients for referrals. Acted as a key member of the sales team by signing higher education institutions to service agreements that would allow company to have faster and cheaper access to student educational records for verification purposes.