Serve as a pivotal link between internal stakeholders and customers, educating them on product utilization, resolving configuration issues or collaborating closely with the development team to provide valuable insights and support. Actively manage high-impact technology projects, ensuring seamless communication and successful implementation to enhance the production environment.

Led a global team dedicated to delivering comprehensive global product support for the HRIS. Provided guidance with a focus on improving NPS scores by concentrating on improving response times, accuracy of solutions, and communication. Implemented SOPs and handled escalations. Contributed as a key member of the leadership team to make critical and strategic business decisions. Offered valuable insights that influenced substantial business transformations.● Led a 22-person global team with 5 direct reports supporting over 500 diverse HRIS customers.● Established standard operating procedures resulting in reduced resolution time from 13 days to 5 days.● Boosted SLA response rates from 87% to 95% and the Customer Satisfaction rating to 4.8 out of 5.● Oversaw 4 Technical Leads who provided customers with guidance on how to configure the tool.

Supervised a team of implementation consultants ensuring delivery of top-tier services. Provided development, training, coaching, and mentorship to direct reports. Oversaw a portfolio of global projects and partnered with clients to ensure optimal ROI. Supported sales by providing implementation estimates and presenting an overview of the implementation methodology to potential customers. Consulted with clients on HR strategies related to technology and best practices.● Led a team of 5 consultants handling professional services for the HCM product and managed resourcing.● Ensured all 30 projects in portfolio were delivered on-time, within budget, and procedures and policies were followed.● Defined, configured, and supported annual compensation planning process for 15 clients.● Created SOWs explaining the value of the professional services and work involved in the implementation process.● SME on product and methodology: designed processes, methodologies, and documentation utilized by the team.● Partnered with customer’s Leadership team as the project’s Executive Sponsor to discuss budgets and project health.

Drove SaaS implementations for a full HR suite of products built on the Salesforce platform including core HCM, recruiting, benefits, employee personnel changes, and employee self-service for companies worldwide. Handled all aspects of project delivery from project management, requirements gathering, configuration, testing, training, go live activities and budget management by collaborating with external teams to establish an achievable delivery roadmap with clear objectives. Built customer loyalty and secured strong references by communicating solution benefits.● Managed up to 3 projects simultaneously and delivered 5 go-lives.● Built 3rd party integrations, forecasted project hours, and consulted with teams on best practice design.● Designed and implemented a standard integration file with ADP that is currently in production and widely used.● Advised clients on HR strategies related to technology and best practices.● Provided high-level as well as detailed demonstrations of the tool for medium-sized B2B customers.● Trained clients on successful maintenance of the system after going live, ensuring optimal adoption.● Collaborated with 3rd party vendors to integrate with benefit providers, LMS, and ADP Payroll.

Directed a global team responsible for providing candidate, user, and system administration support for ADP VirtualEdge, Oracle Taleo, Avature, Kenexa 2xB, Montage, Job2Web, and SkillSurvey. Wrote all SOWs and supported business development operations in selling Managed Services. Handled escalations from enterprise customers, including several Fortune 100 organizations, and provided high-level technology support and installations for the internal RPO team.● Led a remote team of 16 global resources based in the US, Poland, China, and Brazil.● Developed new opportunities within existing customer base resulting in $1.5M additional annual revenue.● Established and controlled standard operating procedures for 24 hours, 5 days a week operation schedule.● Sustained a 95% SLA service level target across all clients on a monthly basis.● Reported and analyzed client data monthly, quarterly, annually, and ad hoc via MS Excel and Crystal Reports.

Provided candidate, user, and configuration support for ADP VirtualEdge, Taleo, Vurv and Kenexa Brassring for the consulting division of The Newman Group. Supervised a team of 5 analysts supporting enterprise and Fortune 100 B2B customers. Designed and applied escalation procedures and ensured 95% SLA target achievement. Collaborated with business partners and internal clients to optimize customer satisfaction and enhance support center performance.

Implemented the ADP VirtualEdge applicant tracking system as part of the consulting division of The Newman Group. Consulted on recruiting strategy and process and led equipment, information gathering, and fact-finding sessions as a high-volume expert. Provided demonstrations and presentations on system functionality and processes. Managed all configuration, data integration, and development resources for 3-4 projects simultaneously.

Implemented ATS and recruiting process changes for global organizations. Consulted and designed customized recruiting strategies and best practices for clients. Designed, developed, and implemented test scripts. Handled 1-2 projects at a time for enterprise B2B customers with large PMO projects including all HCM products. Supported a hotel chain as a Business As Usual (BAU) Analyst and reduced inquiries from 200 down to 100 in 4 months.

Supported all functions of talent acquisition for domestic operations. Directed 9 full-time associates and 120 temporary staff with an annual budget of $1M. Researched, evaluated, and acquired new recruiting tools to provide the most efficient and cost-effective process. Created a sourcing team that supported all corporate recruiting functions.