I provide consultation to business leaders on ways to maximize the effectiveness of HR and Payroll administration through people, processes, and technology.

I work with business leaders to streamline and automate their Hiring, Training, Benefits, Payroll, Tax, and Timekeeping processes. I do this by listening to my customers to understand their pain points and opportunities. From there I can offer insights and personalized solutions. I truly love what I do and I am grateful for the personal connections that I have with my clients, my partners, and the community.

Led a diverse team of HCM specialists in the initial onboarding and support of new and existing users of ADP's Workforce Now solution. Provided coaching and development to drive associate retention and engagement. Drove the execution of project timelines with an emphasis on quality of implementations and client satisfaction. Forecasted future projects to achieve monthly, quarterly and annual targets. Evaluated business trends and deployed business process improvement initiatives to drive client loyalty and associate engagement. Collaborated with sales and service departments to ensure an exceptional experience for our clients with every interaction.

Led a team of payroll client service professionals in supporting marquee clients of the ADP Major Accounts West Service Center. Guided the Managers of the Client Services department in the creation, implementation, and execution of strategies to drive client retention, associate engagement, and service excellence. Partner with the Recruiting, HR Business Partner, and Managers to attract, hire, and retain top talent. Collaborated with VP of Client Services, Support Specialists, Learning Specialists, and Service Center Mentors to identify the training needs of the Client Support Specialists and to ensure continuous development. Analyzed key performance indicators and metrics and took appropriate actions to ensure optimal efficiency and productivity. Collected, reviewed, and addressed client feedback to ensure that the voice of our clients was considered and applied appropriately to enhancing ADP’s products and support. Partnered strategically with the Relationship Services Team to identify and save at risk business. Co-led the regional implementation of a client support service model re-structure. Led the creation and implementation of several cross-functional business process improvements.

Evaluated and coached client support associates on soft skills to improve service delivery. Co-created the strategy and execution plan for the Desert Mountain call mentoring program. Observed recorded and live associate interactions, tracked trends and provided customized coaching to improve the quality and effectiveness of customer interactions. Provided guidance and leadership to Service Center mentors in other geographic locations. Assisted in the recruiting, hiring and training of associates during expansion into a new market.

Led the recruiting, hiring, onboarding and employee retention programs for the Arizona branch. Coordinated all of the recruiting activities by evaluating market trends and analyzing effectiveness of various recruiting channels including internet, radio, and print publications. Created advertisements and negotiated contracts with vendors. Partnered with schools and local organizations to attract top sales talent while enhancing DialAmerica’s employer brand.

Managed outbound telesales teams with two managers as direct reports and 35-40 indirect reports. Had responsibility of meeting unit and dollar-based sales quotas. Partnered with client account managers to customize sales strategies to meet revenue and quality targets. Utilized outbound dialer technologies to ensure high contact and conversion rates.

Placed outbound calls to warm leads to sell new products and services to existing subscribers of publications and cable and internet service providers. Was responsible for attainment of sales targets and client quality goals.

Helped organize and participate in events to promote Cleveland’s most popular modern rock radio station. Assisted in set up of technical equipment used for remote site broadcasts, ran contests and giveaways, setup promotional materials at concerts.

Facilitated the on-air broadcast of nationally syndicated sports radio show. Pulled news stories from the Associated Press (AP) news wire to prepare the morning show talent. Delivered the weather forecast and operated the control board.

Interned as the assistant producer of the top-rated morning show in Cleveland. Prepared news stories, edited interviews into small samples called “actualities” to be used on air. Participated in on-air comedy bits. Greeted and provided service to celebrity guests.