Sheena Smith Email & Phone Number

United States

▪ Own and drive the implementation of new business to a successful conclusion prior to transitions to service.▪ Carry the ADP relationship forward after the sale of services and enable the first interaction between mid-sized business clients and industry-leading payroll and HR solutions▪ Implement ADP’s technologies to ensure clients achieve long-term success.▪ Collaborate and work closely with project teams, provide a consultative approach with solutions for the client.▪… Show more ▪ Own and drive the implementation of new business to a successful conclusion prior to transitions to service.▪ Carry the ADP relationship forward after the sale of services and enable the first interaction between mid-sized business clients and industry-leading payroll and HR solutions▪ Implement ADP’s technologies to ensure clients achieve long-term success.▪ Collaborate and work closely with project teams, provide a consultative approach with solutions for the client.▪ Efficiently handle multiple clients and priorities▪ Provide knowledge of ADP Enhanced Time/Enterprise eTime, ADP WorkForce Manager, Kronos Work Force Central, Kronos Work Force Dimensions and other Time and Attendance products to clients.▪ Perform detailed analysis based on each clients specific time and attendance policies, programming them into a new database, testing and supporting the client until they are in a live environment. Show less

United States

▪ Managed 10+ book of businesses and completed processing of tasks associated with client's request for case management activities. Full comprehension of FMLA and State Leave of Absence regulations and client-specific polices to correctly administer leave of absence. ▪ Supported leave processing functions, including review of vendor reports, initiating/updating leaves or leave data in the leave system and Payroll systems; Ability to review/analyze leave documentation and/or… Show more ▪ Managed 10+ book of businesses and completed processing of tasks associated with client's request for case management activities. Full comprehension of FMLA and State Leave of Absence regulations and client-specific polices to correctly administer leave of absence. ▪ Supported leave processing functions, including review of vendor reports, initiating/updating leaves or leave data in the leave system and Payroll systems; Ability to review/analyze leave documentation and/or medical certification and make leave of absence coverage decisions in accordance with Federal and State regulations and client-specific policies. ▪ Participated in new client implementation meetings, developed client specific documentation, and assisted in the update of global Internal processing procedures. Enabled business growth by supporting demos for clients with cross-functional teams across ADP Product teams to support process or service improvement design and development initiatives.▪ Mentored new hires and assisted with on-boarding and training.▪ Promoted to, Implementation Consultant—WorkForce Management Show less

Phoenix Metropolitan Area, Arizona, United States

▪Partner with Talent Acquisition to establish local guidelines that remain within established overall guidelines.▪ Plan, direct, supervise, and evaluate workflow and ensure Representatives provide exceptional customer service; seek to extend contracts; and handle pre- and post-sale service, when needed.▪ Manage and promote customer retention management (CRM), including participating in customer problem resolution and defining a customer contact strategy.▪ Coordinate… Show more ▪Partner with Talent Acquisition to establish local guidelines that remain within established overall guidelines.▪ Plan, direct, supervise, and evaluate workflow and ensure Representatives provide exceptional customer service; seek to extend contracts; and handle pre- and post-sale service, when needed.▪ Manage and promote customer retention management (CRM), including participating in customer problem resolution and defining a customer contact strategy.▪ Coordinate activities to achieve expected volumes and meet operational requirements, recognize and recommend operational improvements, and perform internal audits and review customer records for accuracy and timely responses.▪ Direct operational flow; correct issues to avoid escalation; handle direct reports’ training, evaluations, and performance evaluations; and influence subordinate hiring, firing, disciplinary actions promotion, and salary decisions. Show less

Greater Phoenix Area

▪ Administered the attendance policy, union contract, time-off guidelines, and payroll coding practices; point of contact to resolve attendance issues, grievance management, and discipline.▪ Supervised non-management staff; identified, corrected, and implemented quality customer service processes; provided direction to employees following policies and management guidance; and administered subordinate staff policies.▪ Coordinated work activities to achieve expected volumes and… Show more ▪ Administered the attendance policy, union contract, time-off guidelines, and payroll coding practices; point of contact to resolve attendance issues, grievance management, and discipline.▪ Supervised non-management staff; identified, corrected, and implemented quality customer service processes; provided direction to employees following policies and management guidance; and administered subordinate staff policies.▪ Coordinated work activities to achieve expected volumes and meet operational requirements, recommended operational improvements, handled daily application of organizational policies and procedures, with work groups in abnormal service conditions and the trouble report process.▪ Directed, planned, and apportioned staff work, including interviewing, selecting and training, coaching and assessing performance, disciplining, suspending, terminating, and ensuring compliance with company and regulatory policy.▪ Lateral move to, Customer Service Manager and Staffing Lead Show less

Greater Phoenix Area

▪ Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience ▪ Wrote and conducted performance evaluations, assisted in the employment decision, set performance goals and objectives and provided to the appropriate CSR pay rate during the salary increase process for assigned team.▪ Managed employee issues regarding attendance, performance, conduct, accommodations;… Show more ▪ Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience ▪ Wrote and conducted performance evaluations, assisted in the employment decision, set performance goals and objectives and provided to the appropriate CSR pay rate during the salary increase process for assigned team.▪ Managed employee issues regarding attendance, performance, conduct, accommodations; delivered appropriate action, as needed.▪ Promoted to, Jeopardy Resolution Team Manager & Attendance Analyst Show less

Phoenix, Arizona Area

▪ Assisted management monitoring reports in various reporting systems.▪ Helped agents with questions on customer accounts; monitored queues.▪ Prevented unnecessary cancellations by performing save tactics; handled escalated customer calls.▪ Coordinated and delegated tasks to manage lead responsibilities; held team meetings and huddles.▪ Promoted to, Tech Service Center Supervisor

Phoenix, Arizona Area

▪ Assisted Technicians with activations and closed line items and work orders with prompt and accurate results.▪ Aided customers and Technicians with rescheduling, cancellations, and placing work orders that were on hold.▪ Promoted to, Tech Service Center Lead Agent

Phoenix, Az

• Managed all medical equipment that comes in for recycling• Created and distributed recycling reports for major clients (Siemens, Hologic, Remetronix, etc.)• Updated customer database • Scheduled pickup of recyclables from companies throughout the State of Arizona • Dispatched trucks to various customer sites to pick up recyclables• Recorded Meeting Minutes• Performed all clerical duties as required

Phoenix, Arizona Area

• Maintained calendar and schedule for the Executive Director• Assisted with planning and implementing all upcoming events • Incoming mail management (reviewing and forwarding to appropriate personnel), compose and send outgoing correspondence • Maintained and replenished office inventory • Answered all incoming calls• Maintained office records • Updated database using Raisers edge 7• Assisted the developmental and physical disable• Performed all clerical duties… Show more • Maintained calendar and schedule for the Executive Director• Assisted with planning and implementing all upcoming events • Incoming mail management (reviewing and forwarding to appropriate personnel), compose and send outgoing correspondence • Maintained and replenished office inventory • Answered all incoming calls• Maintained office records • Updated database using Raisers edge 7• Assisted the developmental and physical disable• Performed all clerical duties as needed Show less