Amy Dow Email and Phone Number

Senior leader responsible for strategy, development and leadership of the PEO Centers of Excellence. Centers currently included in my scope of leadership: PEO Project Management Office & Initiative Delivery; PEO Systems and Project Support, Business Intelligence Analyst; Workforce Reporting and Analytics Centralized Service Teams to include: Client Custom Reporting and Centralized Administrative SupportThroughout each of these teams are focused on driving efficiency while elevating the customer experience for both our internal and external customers.

Led the Professional Employment Organizations (PEO) service teams (Payroll, Human Resource and Benefit Administration) to deliver superior results for PEO clients as measured by client retention, net promoter score (NPS) and other measures. Identifies areas of improvement in all aspects of the operation (e.g. client service, productivity, employee engagement and development) and implements solutions. Works with and influences all business partners to create an excellent, integrated client experience. Implement initiatives based on overall PEO strategy. Drove unification of 3 separate acquisition offices into one Paychex culture environment.

Responsible for the operation, performance, and coordination of multiple sites to drive client service, retention, and market growth. Oversight included all elements of client and payroll service, human capital management, ensuring that daily and periodic tasks are completed effectively and efficiently and in compliance with policies and procedures. Identifies opportunities and drives execution of initiatives related to continuous process improvement, technology, and key partnerships to reduce costs, improve client service and support market growth. Promoted cohesion and partnership between Paychex locations, business units and stakeholders and ensures single line of site to overall Paychex goals and service objectives.Key Accomplishments & Recognition:2019: #1 Regional Service Center in country (based on Key performance categories - Client Net Promotor Score 60.2, Client Retention 90.3% of plan, Client Dependency 18.1% improvement yr/yr)2018: #1 Regional Service Center in country (based on Key performance categories - Client Net Promotor Score 52, Client Retention 95.3%, Revenue attainment 104.3% & Gross Profit attainment 100.4%)

- Accepted increased managerial responsibilities to include an additional location and multiple service platforms as well as expanded revenue and expense control - Oversees the leadership development and succession planning for multiple divisions specifically motivating them towards achieving the highest of standards in service delivery to facilitate superior customer satisfaction and maximum revenue generation - Provides full daily operations management and service support to achieve corporate objectives and strategic goals

- Coordinated the day to day operations of the branch, ensuring the consistent achievement of financial targets set on a yearly basis - Managed performance of 35 staff incorporating supervisors, payroll specialists, administrative staff and a distribution expert - Monitored and maintained strict compliance with internal audit requirements and achieved an excellent rating by the internal auditors in 2006 - Instrumental in managing the branch relocation in 2007 and subsequent restructure in 2012, ensuring seamless change processes

- Managed a highly skilled team of 50 employees including payroll specialists, supervisors, branch trainer and recruiter - Utilized extensive expertise to introduce a program to drive up standards in efficiency and accountability, predominantly in relation to payroll services - Directed all elements of human resources including disciplinary issues and terminations where necessary - Played a pivotal role in boosting standards of customer satisfaction and operational efficiencies while decreasing employee turnover Key Achievements - Demonstrated considerable success in multiple business areas including client satisfaction, turnover, increases in Senior PRS and decreasing overtime expenditure