Work Experience

May 2018- Present

ADP TotalSource

  • Service and Operations Executive

    1. Drove organizational effectiveness and forged stronger partnerships through contributions across pivotal domains such as Benefits Service, Field Enablement, Implementation, and Life Cycle Consultancy.

    2. Championed client feedback integration to streamline metrics and foster alignment around client priorities, culminating an impressive boost in OSAT scores.

    3. Pioneered innovative processes and technological integrations to enhance customer journeys, resulting in customer satisfaction, improved engagement, and retention.

May 2016 - May 2018

ADP HRO

  • Director, Client Experience

    1. Created and deployed CX tools, empowering the organization with access to cutting-edge real-time data aggregation platforms, including Medallia, Tableau dashboards, and CX-Ecosystems, facilitating comprehensive client insights acquisition.

    2. Devised and executed Client Experience Program, extending footprint to bridge multiple business units, standardize operations, and drive a united customer-centric culture with human-centered design principles.

    3. Stood up CX COE delivering unified research, communication, and business activity, driving long-lasting cultural impacts and results.

Oct 2014- May 2016

ADP Comprehensive Services

  • Client Service Manager

    1. Provided leadership and expertise in service delivery excellence, managing internal and external client relations to meet client satisfaction and organizational goals.

      • Led a service team in addressing client needs and resolving escalated matters, collaborating with internal and external stakeholders to achieve timely resolutions.

      • Cultivated strategic client relationships by collaborating closely with Relationship Managers to promptly address and resolve strategic matters.

      • Generated and analyzed operational metrics and trends, preparing and conducting monthly and quarterly review sessions with clients to review performance metrics, trending, and project updates.

Apr 2011 - Oct 2018

ADP TotalSource

  • Human Resources Business Partner

    1. Partnered with clients across various industries, ranging from 10 to 1000+ worksite employees, to deliver comprehensive Human Resources services.

      • Established, maintained, and managed client relationships at all levels, ensuring alignment with client business strategies and objectives.

      • Acted as a trusted client advisor, providing strategic HR guidance and expertise to support their business goals and initiatives.

      • Demonstrated strong project management skills in overseeing multiple client projects simultaneously, ensuring deadlines were met and deliverables were of high quality.

      • Played a crucial role in driving organizational effectiveness and client satisfaction through proactive problem-solving, effective communication, and collaboration with cross-functional teams..