Manager of the Professional Employer Organization (PEO) Wage Garnishment Unit (WGU) (6/2022-4/2024)Responsible for a team of 13 associates that process, handle and execute Wage Garnishment Orders for the PEO Business Unit. Seven percent of the U.S. workforce has their wages garnished, according to the ADP Research Institute (ADP RI) report. Upon receiving Wage Garnishment Orders (primarily consisting of child support, consumer loans/student debt, tax levies and bankruptcy) from multiple state and government entities, WGU is responsible for activating, updating, providing response(s) to sending and/or effected parties (in some cases on a per pay period basis), dispersion of funds, refunds, cancellation, etc. in compliance with each state’s rules and regulations. Work with the Global Product & Technology (GPT) and ADP SmartCompliance teams to automate and streamline WGU processes and procedures. Dotted line responsibility for a team consisting of 14 associates in India supporting WGU.

Implementation Manager | Automatic Data Processing TotalSourceAlpharetta, GA | 2017-2022Professional Employer Organization (PEO) Upgrades (7/2020-6/2022) Took a volunteer assignment to move from PEO Implementation to Upgrades. “Upgrades” includes migrating/updating client data from old payroll software to new payroll Software as a Service (SaaS) which is suited for medium and large-sized companies across multiple industries. This cloud-based software focuses on helping users manage all their HR functions like talent, payroll, benefits administration, time, attendance, and workforce management. Responsible for working with the Global Product & Technology (GPT) team to ensure completion of work and reporting on User Stories related to Upgrades. Subject Matter Expert (SME) for “Locations” related to Upgrades. Work Front (WF) requests, reports, assignments and weekly project creation during Upgrade weeks.Implementation Manager (11/2017-7/2020)Manager of the Implementation Solutions Group (ISG). Responsible for Market (Implementation Consultant/Implementation Payroll Consultant) and Division (Implementation Solutions Group India/Data Services Center/Implementation Audit/Compliance Team) support, processes and procedures, product design and development and projects (often including both the functional and technical aspects of the project). ISG is responsible for conducting Implementation testing, detailed analysis and solution design documentation, along with other members from multiple business disciplines throughout the TotalSource organization, and acts as a liaison in both solution design and execution.Dotted line responsibility for 3 teams consisting of 60+ associates in India supporting ImplementationPrioritization of User StoriesBalance of cost, support and development

Responsible for the delivery of online solutions (full-web and mobile) that support a digital-centric support strategy for AT&T’s Home Solutions products. Knowledge of AT&T’s Home Solutions products as well as Customer Care methods and procedures. Knowledge of website design and user experience (full-web and mobile). Experience with various product and software development methodologies including Waterfall and Agile. Ability to translate the needs of the business into clearly defined requirements and success criteria. Ability to gain insights into business processes and areas of opportunity through analysis of key performance indicators. Ability to manage and prioritize multiple projects in a fast-paced environment. Ability to work under minimal supervision on complex projects. Strong analytical and problem-solving skills.• Interface with various business stakeholders• Document project scope, requirements, and success criteria• Analyze key performance indicators and quantifying project impacts• Quantify project benefits to support the business case• Successful project testing and implementation

U-verse and Broadband Service Workforce Management Intraday Area Manager. Responsible for balancing budget, customer experience, vendor staffing/availability, forecasting call volume, meeting daily/MTD service levels and contractual obligations. Responsible for leading the achievement of customer support budgets and service levels by shifting call volumes among multiple call centers, both internal and external (vendor owned and operated call centers), to ensure optimal customer experience.• Cross-functional interaction with operations, vendors, vendor management, internal call centers and leadership teams• Ensure successful meeting of projects and budgets while attaining/exceeding contractual service level metrics• Accountable for optimizing, leading and managing the performance of the 20+ manager group through staffing, coaching, training, and mentoring activities• Ensure team members acquire necessary skills and performance attributes in-line with business and personal development needs

Broadband Service WFM Intraday Team Lead accountable for making large-scale call volume allocation changes and balancing call center volume to ensure customer satisfaction, budget and service level metric success.• Proactively and reactively monitoring deliverables to ensure objectives are met• Prepare and deliver multiple daily reports as well any ad hoc reports of budget andservice level metrics performance to leadership• Develop and document processes and procedures to ensure consistent operations• Develop and implement projects and tools that facilitate achieving customer supportservice levels• Serve as AT&T leadership and vendor contact for budget and service level metricissues• Initiate, design, and implement business process excellence improvements• Interpret day-to-day business results and objectives in order to prepare and executeoperational improvements

Work to resolve any and all (technical, billing, sales, policy, etc.) Bellsouth Internet related escalated issues. Escalate issues received via the PSC, BBB, FCC, Bellsouth state appeals offices, letters written to CEO, phone calls, etc. Resolution of escalations obtained through ample research of the account in question and/or issue, listening to the customer, vast knowledge of Bellsouth Internet services and equipment, a broad understanding of Bellsouth billing systems, comprehensive inter-departmental communication, excellent customer service skills and troubleshooting.

Proactively make telephone contact with 100+ current BellSouth DSL small business and residential customers daily that are flagged as customers that may potentially disconnect their high speed internet service due to nonuse and/or previous technical support calls made by the customer. Handle any and all technical and billing related DSL issues. Troubleshoot PCs and DSL related issues over the telephone. Communicate with other BellSouth departments on a daily basis for resolution and escalation of end-user DSL related issues. Completed billing training for BellSouth.NET Billing Agents in October 2003. Subject Matter Expert (SME) and Trainer for all billing related concerns within the Churn Action Team. Judicially issue credits for a team of 30+ agents on a daily basis.