Led Client-Centric Transformation and Organizational ExcellenceAs a strategic leader, I led a client-centric focus across the organization, ensuring that we aligned our services and solutions with client expectations while emphasizing quality at every stage. I provided support and coaching to project, program, and portfolio leaders, guiding them in adopting a client-first approach. Leveraging CX tools and principles, I facilitated organizational readiness, making Co-op easy to do business… Show more Led Client-Centric Transformation and Organizational ExcellenceAs a strategic leader, I led a client-centric focus across the organization, ensuring that we aligned our services and solutions with client expectations while emphasizing quality at every stage. I provided support and coaching to project, program, and portfolio leaders, guiding them in adopting a client-first approach. Leveraging CX tools and principles, I facilitated organizational readiness, making Co-op easy to do business with and enhancing the overall client experience.Key Focus Areas:• Drove client centricity through experience and quality improvements• Led organization as a cross-functional change agent• Coached and collaborated with leaders and key stakeholders• Enabled PMO organization to drive key client deliverables and support across the enterpriseEngaged as an integrator with focus on a Redesigned CX experience with the Product Development Life Cycle (PDLC). Extended a client centric lens and mindset to our product design and commercialization launch through awareness and overall organizational change management. This all accomplished through our CX/PMO Activation methodology.Led the team to proactively drive product delivery, corporate initiatives and providing reporting and innovative tools to our leadership. Show less

Redesigned client contact experience that resulted in dramatic improvement from more than 10-minute hold times down to 30-45 seconds. This reduced abandoned rate from 30%+ down to below 5%.Restructured organization aligned to Sales, Installations and Client markets. Alignment focused on improving responsiveness by 40% (from 17-day resolution down to less than 10 days). Reduced defects by 10% and focused on driving new product/process enhancements.Reduced client effort to contact… Show more Redesigned client contact experience that resulted in dramatic improvement from more than 10-minute hold times down to 30-45 seconds. This reduced abandoned rate from 30%+ down to below 5%.Restructured organization aligned to Sales, Installations and Client markets. Alignment focused on improving responsiveness by 40% (from 17-day resolution down to less than 10 days). Reduced defects by 10% and focused on driving new product/process enhancements.Reduced client effort to contact us by 75%, while improving install success rate by 20%.Improve Client Quality Survey scores from 65% ‘exceeds expectations’ to 80%; results of our Client Service Experience Redesign efforts.Established Key Process Indicators to drive improvement; in combination with the Client Services Experience redesign, call abandoned rate reduced dramatically from 30%+ down to below 5%. ASA (Average Speed to Answer).Accountable for overall Customer Care organization servicing over 300K service requests annually with oversight of over 100 team members. Focused on driving client engagement measured by Client Retention survey sentiment. Show less

Accountable for retention and service of client base of over 10K Compliance Solution Clients; driving Net Promoter System improvements and business retention at 95%.Integrated GlobalCash Card Servicing into ADP ecosystem while establishing new Wisely Pay and Wisely Direct product offering with target of 5M cards in 5 years. Successfully rolled out new service support model for Traditional Wage Payments resulting in 15 pt. NPS improvement; also increased associate engagement to… Show more Accountable for retention and service of client base of over 10K Compliance Solution Clients; driving Net Promoter System improvements and business retention at 95%.Integrated GlobalCash Card Servicing into ADP ecosystem while establishing new Wisely Pay and Wisely Direct product offering with target of 5M cards in 5 years. Successfully rolled out new service support model for Traditional Wage Payments resulting in 15 pt. NPS improvement; also increased associate engagement to 85%. Service Quality Improvement – identified and implemented meaningful service metrics: o Improved quality of calls by 15% by implementing call listening sessions and service case reviews; resulted in improved tNPS scores (90%) and reduction in repeat calls. Identified tiered service support focused on quality of output driven by inquiry type; tier 2 support put in place to help with more complex calls/cases reducing client frustration and driving immediate resolution – 15% improvement on first call/case resolution. Enhanced the transition to service from Implementation process by conducting leadership calls involving top call/case reasons analysis and root cause analysis aligned to reducing top 2-3 reason types. Implemented NPS closed loop calls back on all detractors and passive client responses; all promoter outreach conducted via email as well as quarterly call backs by leadership. Engaged Account Managers and Client Service Representatives in proactive client outreach to measure quality and performance of our products and client experience with Wage Payments; early results are positive based on client sentiment. Drove electronic card conversion success via eConsent solution improving rate from 35% to 80% in one year. Developed new metrics for call center tied to service levels, case responsiveness and individual client interactions measured via tNPS (transaction surveys) – improved EQI (Effortless Quality Index) in all areas. Show less

Accountable for a portfolio of business worth over $520M, consisting of 20K Major Account clients. Responsible for achieving client retention greater than 91%. Led an organization of 200 Human Capital Management Service representatives focused on client retention and growth.Implemented the Net Promoter System across the West Service Center and participated in the National Major Account task force of NPS Champions where I launched our first tNPS in the West.Launched… Show more Accountable for a portfolio of business worth over $520M, consisting of 20K Major Account clients. Responsible for achieving client retention greater than 91%. Led an organization of 200 Human Capital Management Service representatives focused on client retention and growth.Implemented the Net Promoter System across the West Service Center and participated in the National Major Account task force of NPS Champions where I launched our first tNPS in the West.Launched Kaizen event focused on productivity and overall call management. Initiative resulted in over 10% Show less

Achieved $1.6M in NOI savings and over 115K hours in productivity gains through Lean Six Sigma BPI program.Launched ADPs Green Belt Program and iBank focused on creativity, innovation and collaboration across all 2,000 associates of Compliance and Payment Solutions. Established the Enterprise-wide Closed Loop Process for Net Promoter System working with all business units across the organization. -

Led Operations team responsible for handling compliance with Original Tax Filings and Amended Returns.Director - Remittance & Compliance, 2006-2009Director - Amendments & Exceptions, 2004-2006Manager - Amendments, 2001-2004Supervisor - Amendments, 1998-2001

Ensured DC Mission “On Time, Accurate and Efficient Delivery of Merchandise to our Stores”, provided excellent customer service to over 145 stores on the West Coast.Accountable for the success of up to 50 hourly associates by ensuring productivity and quality expectations were met. Established a positive working relationship with vendors, carriers, and related business partners reducing expenses by 10%, while increasing quality efficiencies.

Supervised and led a staff of 24 non-exempts responsible for the accurate and timely remittance of over 120K Legal Orders annually.Responded to various Federal, State and Local agencies on behalf of our clients to include funds attachments on bank accounts, request for bank account records, and representation at legal hearings. Established procedural changes to fee structure accounting for a 20% increase in revenue, while reducing expenses by 10% due to a re-evaluation of system… Show more Supervised and led a staff of 24 non-exempts responsible for the accurate and timely remittance of over 120K Legal Orders annually.Responded to various Federal, State and Local agencies on behalf of our clients to include funds attachments on bank accounts, request for bank account records, and representation at legal hearings. Established procedural changes to fee structure accounting for a 20% increase in revenue, while reducing expenses by 10% due to a re-evaluation of system and productivity standards.Led the transitional team responsible for the restructure and consolidation of Legal Order Processing; result of Bank merger. Show less