Versatile, customer-centric, quality-focused technical service and customer success leader with hands-on experience including, strategic planning, devising client support strategy, service delivery, improving efficiencies, technological innovation, software architecture, and data science technologies. Highly-experienced in retaining and progressively nurturing key accounts and optimizing processes to drive customer service excellence. Highly-skilled at setting strategic direction for team and tactically managing resources to achieve organization goals. Valued for having effectively supported software integrations and upgrades, technological transformations, and complex change initiatives. Demonstrated success in building relationships with cross-functional leadership teams and engaging internal and external stakeholders in project planning and delivery activities. Career Pinnacle• Most recently served in a key leadership role at ADP, Inc. as Director of Client Service. • Previously strengthened technical services operations as Senior Director of Technical Service. • Successfully delivered the customer success roadmap and strategy for the most successful products. • Devised strategic plans, enhanced internal processes for better performance, and productivity.• Designed and implemented appropriate organizational structure, staffing requirements, and resource criteria needed to meet current and future business needs with an ongoing focus on driving continuous improvement.• Passionate and customer focused professional with a natural ability to provide overall leadership to multiple projects, cross-functional teams, and business operations. Specialties: Strategic Planning and Execution, Cross-functional Leadership, Key Account Management, Voice of Customer (VOC) Programs, NPS Improvement, Customer Journey Management, SaaS, Engineering, SDLC, Project Management, Customer Support, Budget Management, Operations Management, Process Enhancement, People Management.