Planned, coordinated, and implemented projects to ensure business goals and objectives are accomplished within designated timeframes and budgets. • Met milestones through oversight of project vehicles and coordination of resources.• Created project plans, including deliverables, activities, timelines and budgets.• Directed day-to-day activities of projects and staff in matrixed organization.• Ensured project success by working collaboratively with other departments impacting project.• Led communication with stakeholders and team members through completion of the project.• Provided scheduled and on-demand status reports and updates.• Assessed, managed, resolved and escalated (if necessary) risks and issues.• Tailored processes to meet the needs and complexities of individual projects.• Walked through and trained clients on features and functions of the ADP Workforce Now system.

Performed a thorough analysis of client’s HCM processes to ensure the implementation meets their Human Resources and Payroll needs.• Implemented Benefits, Recruitment, Performance, Employee Development, and HR features within the ADP Workforce Now application.• Troubleshot and resolved client issues. Coordinated resolution efforts across departments and consulted with management when needed.• Trained and mentored new associates and assisted fellow implementers with questions and concerns.• Acted as a resource for the HCMC role to other departments through team meeting presentations.• Served as a member of the initial Workforce Now Version 4 testing and pilot group, Intact and large client teams.• Trained and supported ADP Partner implementation associates on the ADP Workforce Now application.

Identified “At Risk” clients and coordinated efforts to retain their business.• Increased client satisfaction and retention rates by developing and employing proactive methods.• Monitored high profile clients and assisted with resolving issues as they arise.

• Managed the ADP/National Account client service relationship for assigned clients• Analyzed client issues for cause and complexity, then corrected issues while adhering to best practices• Addressed questions and concerns regarding site capabilities, configurations, performance, value to client, and enhancements• Involved in the prioritization and testing of system enhancements• Mentored and assisted other associates, as well as serving as a backup Technical Support Specialist in times of high volume and/or low staffing• Reinforced the ADP/business partner relationship in a technical support capacity

• Manage retail securities trade support department• Assist in the development, testing, and implementation of system software and network updates• Compile daily statistics for distribution to management

• Assist clients in account management and determine suitable investment options based on situation, strategy and expected return on investment• Analyze and address client complaints to resolution and negotiate discounts and settlements where applicable• Collaborate with management to compile statistics on representative and departmental performance