Karyn Rhoades Email & Phone Number

• Partner with organizations to create effective procedures and operational processes needed to streamline, grow, and adapt to meet today’s HCM demands• Fulfil organizational gaps in operations, training, client services and other vital areas; in areas such as Implementation, Benefits, Customer Service, Client Experience, and others.• Facilitate and document training for organizations and their client bases surrounding their needs• Navigate organizations through HCM SaaS platform client migrations• Increase client retention by supporting new SaaS offerings helping make organizations more competitive in today’s markets• Project Manager confident in meeting timelines and goals across small and large projects, while maintaining communications across organizations and their clients• Maintain education and knowledge of changing technology, multi-state law, federal law, and HCM’s changing environment

Oak Brook, Il

Directed organization to a new SaaS Client Platform; including identifying organizational talent needs and increased staff by > 35% to meet those new demands. Incorporated new solutions for our existing client base that consisted of Human Capital Management (HCM) solutions that our client base was demanding. Maintained accountability, Key Performance Indicators (KPIs), and accuracy through severe change management. Overhauled the company culture to one that consisted of inclusion, empowerment, team focus, with a client first mentality. All in concert to meet the clients needs, create loyalty, and ultimately reduce attrition.Partnered across the organization to determine new ways of viewing forecasting, budgeting, P&L, and determine what success looked like for the organization, through KPIs. Refined data to allow for more precise insight into organizational performance, on a more consistent basis, that was easily shared for overall insight and knowledge across the organization.

Built effective Customer Experience Team from the ground up by establishing processes and KPI metrics around customer interactions, employee quotas, service implementations and overall product support. Defined roles for technical support, account managers, and Customer Support Manager. Created an effective customer experience strategy focused on driving customer usage, increasing consumer product knowledge, building rapport and providing exceptional service. Implemented NPS/CSAT accountability measures and methodology for all customer populations.Responsible for staffing and customer forecasts, compensation structure, budgets, reporting, training, and onboarding.Partnered directly with C-Level Executive, Engineering, Product Management, Quality Assurance, Marketing and Business Analytics in creating operational processes and procedures aligned with company’s goals.

Contribute in designing organizational visions for the future and streamline processes, products and people to effectively meet business needs. Translate visions into specific initiatives for business partners and team members. Foster an environment that embraces change, rapid experimentation and moves forward without fear of failure. Manage change effectiveness, scalability and redesign if necessary. Use both qualitative and quantitative data to monitor progress and deliver positive results. Recognize and develop great talent. Coach managers to cross-calibrate performance across teams. Identify areas of opportunity to enhance performance, partner in designing effective solutions and creating high performing teams. Ensure time, resources and actions are focused on priorities that matter to the business. Motivate and engage others to stretch beyond what they thought possible. Create budgets and manage budget details, ensuring accuracy. Make tough decisions when necessary between organization, customers and personnel. Strive towards making optimal decisions that create a win-win scenario across organization. Assess potential synergies from combining common practices across teams by working cross-functionally.

Schaumburg, Il

Start-up SaaS organization. Responsible for fostering an environment that encourages innovation with an openness to others' opinions and views. Generating innovative ideas and solutions to problems within customer care center. Expressing to the team the value of doing things in new ways, while explaining rationale for and direction behind decisions. Utilizing feedback from customers to design improvement opportunities. Owned departmental goals and plan for team's success.Running daily operations for second tier level customer support, frontline agent support and product projects across multiple work sites. Balancing big picture concerns with daily needs. Scaling organization to remain stable and profitable, through large customer growth, process and product improvements, and education. Ensuring team members understood their role and shared responsibility in departmental goals and their personal success. Regularly solicited feedback from customers, peers, leaders and team in order to enhance performance and capabilities.

Oversee daily operations for internal payroll and HR process for large, union organization, in multiple states. General ledger balancing, as well as monthly and annual payroll returns. Assist in organizing annual open enrollment for benefits and company wide United Way Contribution Campaign. Responsible for ensuring accuracy of hourly and salary employee payroll, in addition to retiree pensions.

Master Of Arts (M.A.), Organizational Leadership

Bachelor Of Science (B.S.)