Project manager @ Lifion by ADP, scalable Human Capital Management solution that’s adaptable to grow with your business.

Empower and embolden global clients to achieve their human capital management goals by implementing state of the art HCM software on time and on budget. Draw from vast experience in project management, customer relationship building, and large team management to identify customer's critical business issues to provide human capital solutions for immediate and future needs. Deliver world class results in engagement, retention and new opportunities for all clients I interact with.

Exercised strong team leadership and proven managerial skills to direct activities for multi-disciplinary teams to exceed KPIs. Streamlined processes and procedures on cross-functional teams to improve customer service and service delivery, including software integration, vendor management and app development and support. Met with client and internal teams to determine scope of projects, define deliverables and milestones and complete on time and within budget. Developed and fostered a team of 35+ highly qualified personnel to support and complete projects in a multi-platform environment. Skillfully navigated contact center through platform outages that included VoIP, xml, firewall, internet, application and database scenarios, communicating with senior management and support personnel the business impact to national organization. Developed, tested, deployed and supported mobile app for national technician force, integrating it with SAP and other applications to improve back office efficiency and productivity. Accomplishments: • Identified root cause for increase in non-revenue generating phone calls to contact center and led project which improved customer experience by reducing the frequency of these calls by 61% and saving $2K monthly in opportunity cost• Improved service contract execution from 87% to 98% by implementing standardized process for prioritizing service calls for 500+ field service technicians resulting in increase of $140K in monthly revenue• Led business team in software integration project with our CRM and vendor’s platform that eliminated redundant administrative tasks for field personnel at key customer accounts by 50% and reduced transactions per day by 700+ for back office associates• Developed and promoted 10 individuals into leadership and management positions

Participated in strategic planning, development and implementation of white labeled SaaS program, including integrating it with our CRM and creating new verticals for program implementation. Guided customers and sales team through program demonstrations and pre-sales negotiations. Managed pipeline of accounts with on-boarding, configuring, training and post-sales support. Exercised influence with vendor to make customer requested enhancements and test changes. Provided on site and virtual training to enterprise wide customers. Measured customer engagement, analyzing data and surveying customers to improve engagement scores which improved program profitability. Developed and communicated timelines and status reports to Senior Management, customers and sales teams for current projects. Provided post-sales support to customers and used superior customer service skills to resolve escalated situations and turn them into long-term relationships.Accomplishments:• Led business team in planning, development and implementation of white labeled SaaS product, integrating it with our CRM which eliminated redundant administrative tasks for field personnel at key customer accounts by 50% and improved contact center and back office scalability by 700+ transactions per day• Rescued relationship with $1.5M at-risk account, delivering on key promises, frequently communicating critical information, and solving the customer’s most pressing problems resulting in over $50K in new business• Developed and administered $500k yearly program for a national customer with over 600 locations and reduced cost needed to execute program by $50K• Managed 30+ accounts with total value of $3M using project management methods through the entire sales process from pre-sales to support delivering all projects on time

Responsibilities: Day to day assignments of work and customer issues for team of 15-17 service delivery specialists. Business point person for IT related fixes and enhancements with 3 different pieces of softwareAccomplishments: • Led several upgrades of SAP, implementing enhancements to support revenue and performance initiatives by collaborating with multiple departments and delivering product on time.• Improved scalability of direct reports by identifying process and performance gaps and developed standardized operating procedures and performance management criteria to improve key performance indicators and customer satisfaction.

Day to day routing of service technicians in one geographic area, proactively communicate with customers to mitigate negative experiences. Meet established metrics for performance.Accomplishments:• Delivered superior service and performance and leading to 2 promotions in one year

I ran cafeteria and vending services for a 1500+ worker factory.

Responsible for sales, profit and customer experience for a $1.4 million operation. Led and developed a management team, improved customer service and profitability.