Client Services Director
I was responsible to establish and organize work schedules, including vacations and holidays to ensure adequate coverage for our clients, control work flow to ensure smooth departmental operations; ensure that associates meet or exceed client expectations in accordance with ADP policies and procedures. Recommend new or revised client service policies and procedures. Provide accurate , helpful and timely performance feedback, execute formal and informal recognition of associates, initiate actions to promote morale and ADP as an employer of choice. Recognize individual contributions of associates, recognize individual development needs and support necessary training and or development needs. Recommend required disciplinary actions and problem resolutions, recommend personnel actions and maintain documented records. Provide technical support to staff, clients, and sales business units. Handling complex escalations to client satisfaction to ensure clients are retained. Effectively communicant with team, develop a climate in which information is shared openly and clearly define expectations. Supervise quarter/year-end activities. Oversee the effective delivery of client satisfaction surveys, including follow-up with clients on positive and negative feedback along with expediting service recovery when necessary. Meet or exceed all call handling guidelines based on region expectations, including service levels, handle time, productivity, aux%, and prepare along with maintain various statistical reports client relationship management system. Responsible to proactively monitor and analyze performance statistics and initiates actions to insure regional goals for service delivery are achieved.
