Phil O'Rourke Email & Phone Number

Kennesaw, Georgia, United States

Alpharetta, GA

• Provided strategic vision and leadership to the operations organization with a focus on improving operational efficiency and effectiveness through the guidance and oversight of cross functional teams as well as through.
• Consolidated and standardized the enterprise-wide pay payroll operations under a newly established national umbrella.
• Developed Enrich / Advance / Transform initiative structure to articulate HRO strategy to individual service associates and align projects to larger, organizational objectives.
• Reduced tax amendment processing time from 59 days to less than 5 through a combination of workflow optimization, automation and associate training.
• Created Payroll Advisor job family that resulted in new titles and pay increases for approximately 200 associates.
• Devised and implemented Service Crew support strategy that reduced the number of critical internal relationships associates had to maintain from as many as 150 to 18.

Alpharetta, GA

• Led an organization comprised of 60 Payroll, Implementation and Technical Support associates in the South Region/Mid-Atlantic Payroll Market.
• Achieved 108% of NPS plan while earning the highest Kenexa engagement, highest associate retention and highest client retention scores in Payroll.
• Grew the Mid-Atlantic Payroll Market by 50% with high potential, highly engaged, positive associates.
• Led an initiative to reassign 3,700 clients to newly created payroll markets.
• Identified and standardized best practices related to operational processes, procedures and performance expectations. In less than a year this transformed two distinctly different locations (Alpharetta and Miami) into.

Alpharetta, GA

• Managed a team of 12 Payroll Service Representatives, and led the largest book of business in ADP Resource (1,000 company codes; $16.5 Million ACR; 29K Worksite Employees).
• Successfully partnered with Implementation, Human Resources and Senior Leadership to deliver outstanding service and prompt resolution to all client issues.
• 98% Overall Kenexa Associate Engagement score.
• Devised, tested and rolled out a heavily revised call flow strategy that resulted in a 25% improvement in the primary rep answer rate.

Alpharetta, GA

Created and managed the Service Tax team. Improved quality survey scores (QSR) by 10 percentage points in one year.

Alpharetta, GA

Provided payroll and technical support to Client Service and Implementation teams, and supported Senior Management in addressing escalated client issues.

Alpharetta, GA

Managed the accurate and timely installation and conversion of ADP products through the entire implementation cycle. Conducted detailed needs analyses to determine appropriate product / service requirements for new and existing clients.

Westerville, OH

Worked with Client Service team members to resolve complex problems regarding ADP Payroll and HR products. Resolved issues relating to product capacity and client product knowledge and ensured that the client was utilizing appropriate processing procedures.