Danyelle Lowman-Bush, Cpp Email & Phone Number

Philadelphia County, Pennsylvania, United States

South Implementation Center

Direct operations of a 13-member team to meet deliverables scheduled deadlines, quality standards, priority, and business goals. Champion productivity and performance improvement by collaborating with key stakeholders to implement best practices. KEY CONTRIBUTIONS:* Realized YOY success in achieving strategic business and forecasted goals.* Mentored new leaders, building a high-performing infrastructure and supporting succession planning.* Secured associate retention rates of 100% and 90% in 2016 and 2015 respectively while garnering results of 30% over plan and 25% over plan ratios.* Achieved a 90% CHRS certification team completion rate.* Enhanced the onboarding process, achieving an 85% implementation onboarding time frame for the team of less than 10 days.* Teamed with peer mentors and managers to ensure associates received the requisite support to enable short- and long-term growth.* Built a strong infrastructure by managing talent identification, hire, and retention as an integral member of the Hiring Model Council.* Developed training for new payroll management staff.* Achieved service performance indicators of 51% NPS promoters, 30% NPS response rate, and 100% in SLA for CLO compliance in FY 2014.* Captured client retention increases as a key member in a SIG initiative to review service and implementation processes and identify methods to streamline the client onboarding experience; employed Kaizen principles to re-engineer the transition to service process and deploying nation-wide.* Facilitated the core market forum to enhance awareness on sales solutions, processes, and best practices to enable an increase on weeks to start and improve client onboarding.* Created a sales to implementation survey, utilizing the result to better understand sales and implementation dependencies, improve client satisfaction, slash weeks to start, and reduce no starts.* Transitioned all client-facing tax and banking activities to the single point-of-contact.

Directed all phases of a variety of high-profile projects from plan through managing resources and the implementation of complex business requirements and processes. Consulted with cross-functional teams to develop solution delivery estimates and evaluated project proposals to determine goals, time parameters, project procedures, and resource allocation.KEY CONTRIBUTIONS:* Identified and mitigated project risk, oversaw change request negotiation and implementation, and tracked project progress to ensure key milestones were met; delivered project status reports to management staff, detailing successes and risks.* Partnered with the learning and performance organization in training development staff in the Workforce Now Solution while holding accountability for the indirect management of associates.* Advised on the integration of external and internal ADP applications and contents with Internet-delivered software to create a content-rich portal environment and product offering.* Spearheaded the deployment of Workforce Now versions 1.3, 2.1, and 3.1 across all major accounts service centers, completing the project three months ahead of schedule.* Captured a 30% retention of first year clients and improvement in survey scores by designing and implementing procedures and protocols for the first year client experience proactive outreach program for new and existing customers.* Reduced training hours 50% by redesigning the Workforce Now associate core training program, resulting in reduced redundancies and improved client capacity.* Served as the project lead on a broad range of initiatives, including the WFN quality survey task force, the development of a client look-up tool, the design of a mass migration process, the creation of Workforce Now LUMIN solutions, and the implementation of a cross functional service model.

Oversaw client service functions for a $9 billion provider of premier, mission-critical, and cost-effective transaction processing and information-based business solutions, supporting 570,000 clients globally. Provided strong leadership to a 16-member client service team, maintaining the highest service and satisfaction levels. KEY CONTRIBUTIONS:* Drove employee retention and organizational success by planning and supporting staff development programs to enhance corporate succession planning capabilities. Identified and defined strategies and solutions to enhance operating efficiency, improve overall performance, and streamline operations. Troubleshot and managed escalated issue and delivered monthly situation reports to executive management. * Achieved recognition for performance and success, receiving appointments to serve as the Mid-Atlantic regional office coordinator, leadership foundations mentor, manager ambassador, trainer for management coaching, study group facilitator for employee skills boosters, and internal ADP certified Leadership coach.* Provided strong leadership to a 16-member cross-functional team as the project manager for the region consolidation initiative.

Directed field payroll operations, supporting a globally integrated supplier of customer relationship management (CRM) solutions and provider of sales, service, and marketing products. Managed four payroll manager and 22 indirect reports located across the United States. Championed process improvement by evaluating existing processes and policies to identify weaknesses, make change recommendations, ensure effectiveness, and drive compliance. KEY CONTRIBUTIONS:* Identified and secured $560,000 in annual cost reductions and streamline processes by overseeing payroll function projects.* Served as project lead and member of the steering committee for a payroll coordinator training initiative, supporting a $1.3 million Kronos Workforce Time Keeping Implementation project; developed and tested system configuration and managed system administration for all U.S. centers.* Enhanced business operations by hiring a 26-member payroll management teams, establishing and enforcing standards across all states, and drafting a payroll guide, detailing best practices and compliance related matters.

Led client service operations, supporting 500,000+ clients worldwide, driving efforts to build a high-performing infrastructure to achieve quality, service, and retention goals.KEY CONTRIBUTIONS:* Realized a 98% resolution rate and decreased handling time by coordinating task management workshops to teach best practices.* Recognized for achieving key metrics, including the highest case resolution ratio and lowest handling time.* Led an internal payroll reprocessing overhaul to track cause and effect and utilized findings to determine training needs for clients and internal staff.* Improved overall operating efficiency by facilitating a process and procedure review board, supporting the seamless merger of the Princeton, New Jersey and Fort Washington, Pennsylvania regions prior to becoming Penn Jersey.* Drafted a management team manual, detailing daily functions and defining procedures to manage human resource functions; achieved internal ADP certified coach status and developed and delivered management coaching.* Served as the Mid-Atlantic regional office coordinator, charged with managing and maintaining the referral driver sales lead database; appointed study group facilitator for the employee skills boosters.