Career Highlights
July 2022- Present
ADP TotalSource
Service and Operations Executive
Promoted into this executive role at the Fortune 250 HR tech leader to scale service operations across a $4B premium portfolio, driving strategy, team growth, and experience improvements for 16K+ clients through lifecycle consulting, enablement, and tech innovation.
Team Expansion Strategy: Expanded headcount from 30 to 85 Lifecycle Consultants, self-funding the build through wallet share gains, adding $56M in revenue and improving customer retention across a 16K-client portfolio.
Productivity Acceleration: Consolidated training, onboarding, and enablement into a centralized Field Ops team, reducing time to productivity by 50% while freeing managers to focus on performance and strategic client outcomes.
Tech-Driven Outcomes: Deployed CRM and engagement tools that streamlined customer interaction tracking and increased internal productivity by 20%, enhancing visibility into lifecycle stages and service delivery metrics.
Revenue Retention: Designed and operationalized customer lifecycle programs focused on high-touch field support and health/financial wellness utilization, driving an 8% increase in wallet share across core benefit services.
People Leadership: Directed a national team of 100+ employees across benefits, implementation, and lifecycle strategy, establishing performance frameworks and KPIs that aligned daily execution with enterprise growth targets.
Customer Journey Design: Introduced a closed-loop feedback process using VoC insights to iterate on service delivery stages.
May 2018 - July 2022
ADP TotalSource
Senior Director, Benefit Service
Promoted into this national leadership role to unify fragmented regional benefit operations within ADP’s HR tech division, overseeing full-service delivery, team standardization, and client retention strategy across 1000s of employer clients.
OSAT Performance Lift: Recalibrated service metrics to reflect client priorities and expectations, directly improving Overall Satisfaction (OSAT) by 20% through targeted support activities and follow-up practices.
Retention Improvement: Leveraged analytics to detect early churn signals and route proactive outreach, resulting in a 5% increase in client retention across a broad employer base.
Team Structure Overhaul: Unified and scaled regional service teams into a national operation, aligning performance standards and consolidating leadership to eliminate silos and improve response time across a 60-person organization.
Operational Consistency: Standardized workflows and training across multiple geographic regions, eliminating redundancies and aligning execution with enterprise-level goals for service quality.
Enablement Development: Built and staffed new Field Enablement and Lifecycle Consultant teams (45 total staff) to support proactive client engagement and reinforce retention-focused service delivery. This led to an increase in client retention.
Productivity Improvements: Established a service operations function to identify and reduce productivity leakage, enabling client-facing reps to shift focus toward higher-impact, value-add activities and enhance productivity by approximately 20%.
Nationwide Oversight: Led national benefit service coverage across Northeast, Mid-Atlantic, and South regions, managing staff across multiple disciplines, including HR tech, payroll, and client service.
May 2016- May 2018
ADP HRO
Director, Client Experience
Brought into this newly created leadership role during a business unit merger to unify client experience across PEO and BPO teams, implement CX technology, and elevate Net Promoter Score (NPS) through data-led service design and tool consolidation.
Customer Experience Program Design: Developed and launched an enterprise-wide client experience program to align PEO and BPO divisions, embedding human-centered design principles to drive consistency and elevate service culture.
Customer Experience Tools: Led the integration of Medallia, Tableau dashboards, and CX ecosystems to capture real-time client feedback, improving visibility and enabling teams to act quickly on satisfaction drivers.
CRM Consolidation: Unified 18 separate CRM systems into a single Salesforce platform, streamlining client data access, reducing inefficiencies, and enabling more personalized support and insight delivery.
NPS Improvement: Increased transactional Net Promoter Score from 68 to 88% by embedding VoC data into daily decision-making and aligning frontline behaviors with client expectations.
Client Referrals: Drove an 18% rise in client referrals through roundtable events, employee listening sessions, and service toolkits that deepened trust and strengthened long-term client relationships.
Oct 2014 - May 2016
April 2011 - Oct 2014
ADP Comprehensive Services
Client Service Manager
Selected to lead service transformation for large national clients in ADP’s HR and payroll division, focusing on improving issue resolution, reducing contact volume, and increasing retention by aligning delivery teams with evolving client needs.
Client Retention Impact: Increased team retention to 95% by improving service consistency and expanding the team’s remit to include payroll, which secured high-value accounts like Toshiba and Samsonite.
Issue Resolution Gains: Achieved a 23% improvement in issue resolution by restructuring internal processes, realigning team responsibilities, and implementing more direct service escalation paths.
Inbound Contact Reduction: Reduced inbound contact volume by 30% by shifting to proactive client management, including weekly meetings and strategic account planning.
Operating Model Shift: Transitioned team from reactive ticket resolution to a strategic service partner model, creating stronger client relationships and unlocking upsell opportunities.
ADP TotalSource
Human Resources Business Partner
Hired into this client-facing HR consulting role to manage a diverse book of business across multiple states, providing strategic HR support to business owners and driving high retention across a $40M+ portfolio.
Book of Business: Managed a portfolio exceeding $40M in annual revenue while serving clients ranging from 10 to 1,000+ worksite employees across industries and geographic regions.
Client Retention: Achieved 92.3% client retention by delivering tailored HR strategies, addressing workforce challenges proactively, and maintaining consistent C-suite engagement.
Human Resources Strategy: Partnered with business leaders on compliance, org structure, and workforce planning, aligning HR practices with business growth objectives.
Executive Engagement: Built strong relationships at all levels, including CEOs and CFOs, serving as a trusted advisor on talent, performance, and regulatory matters.
