Experience

ICMI

• United States
• Business Consulting and Services
• 1 - 100 Employee

• ICMI Certified Consultant

  • Mar 2018 - Present

  Providing consulting services in the areas of customer service and contact/call centers. Subject matter expert in the areas of service operations, workforce management, customer experience/satisfaction, quality, leadership, process improvement, metric development, and employee engagement improvement Providing consulting services in the areas of customer service and contact/call centers. Subject matter expert in the areas of service operations, workforce management, customer experience/satisfaction, quality, leadership, process improvement, metric development, and employee engagement improvement



Oliverie Consutling LLC

• Contact Center Management Consultant

  • 2017 - Present

  As a Call Center Management Consultant I work with new and existing businesses that have Call Centers by providing Call Center Management Assessments that will improve Contact Center Performance, Client Loyalty and increase the Strategic Value to the business. Will also work with clients on Change Management and Leadership Development to plan and execute new programs. In addition will also engage short term Executive Call Center Management assignments that will lead to the development of future Call Center Managers. Show less



ADP

• United States
• Human Resources Services
• 700 & Above Employee

• Director of Service & Sales Support

  • 2011 - 2017

  Led a Virtual, Tier II Client Support Team supporting 130 CPA Sales Representatives who generate 13,000+ new clients from over 3,500 CPA relationships annually. The team of 30 service specialists processed 18,000+ calls and emails per month.• Turned around the support team by Developing and Implementing a new Regional Accountant Service Strategy which was eventually adopted as the National Support Strategy for SBS.• Improved CPA Centric Quality Survey scores from 81 to 93 – ranking #1 in the US.• Associate Engagement Scores of 90% were in the top 10% of ADP scores • Established a New Acquisition Support Process in 2011 which has since processed 1000+ new acquisition clients during the first 90 days after implementation – 82% 1st Year Retention rate.• Implemented Call Center and Quality tools, CMS, IEX and NICE to track and improve performance.• Collaborated with SBS Division and Sales to pilot the first Accountant Partnership “Net Promoter Survey” (NPS) in November 2013. Delivered a 17 point improvement in 2016• Partnered with ADP Major Accounts Services (MAS) to deliver a “One ADP” warm transfer process for CPA’s that have both SBS and MAS clients. Show less

• Client Relations Executive

  • 2008 - 2011

  Led $78MM (company’s largest) Client Service Call Group serving the payroll processing needs of 34,000 small business clients. Held full operational and P&L accountability. Directed 9 managers and 130 associates processing 50,000+ calls and emails per month.  Delivered exceptional service levels  ranking #1 among 12 SBS Call Groups:o Achieved Service Level of Answering of 80% of incoming calls in 20 seconds or less  raising client retention 4% ($3.1MM annually).o Drove up first-call resolution of client issues from 65% to 82% through rigorous associate training and coaching. Reduced call volume 8%.o Increased Annual Client Satisfaction Survey 3 points through aggressive call monitoring and mentoring as well as Manager/Client follow up program for "Dissatisfied" clients. Cut operating expenses 5% ($450K) by regionalizing 5 standalone Service Centers into a single Virtual Call Group. Implemented Call Center technology for scheduling service representatives, virtual call routing, and CRM client recognition.  Earned President’s Club Award in 2010. Selected as SBS Critical Action Team member. Performed root cause analysis on 1st–year client retention that achieved a $2MM savings in 2011. Show less

• Vice President, Service Management

  • 2007 - 2008

  Promoted to Division Headquarters in Florham Park, NJ. Turned around national service effectiveness by identifying, recommending and driving new programs, processes, and tools. Oversaw timely completion of multiple mission-critical initiatives by effectively managing relations with regional centers, Telecom, IT, Project Management, and SBS senior leaders.  Saved $20MM over 5 years by co-leading the implementation of a national service strategy that consolidated 32 standalone service centers into 10 virtual service call groups. Played key role in building business case to support a $13MM ADP-wide telephony upgrade to support strategy. Recommended and deployed necessary call center management tools for work force management (IEX TotalView) and call monitoring (Witness eQuality).  Designed and implemented the 1st national call center Key Metrics Report comparing Call Group performance. Launched the national rollout of a Transaction Survey System offering clients a real-time survey after completing a call with ADP. Show less

• Client Relations Executive

  • 1997 - 2007

  Key member of executive team overseeing $110MM regional sales and service center providing payroll and HR solutions to 8,000+ corporate clients. Shared P&L accountability with Division VP, and led Contact Center operations (client services, PC tech support, and training/development of associates and clients). Managed 10 managers and 110 associates processing 20,000+ calls per month, and a $6.9MM budget. Evolved a client service department into a proactive, high-performance Client Contact Center: o Restructured inbound call flow to maximize capacity while achieving rigorous performance standards. o Increased availability to clients 31% by extending hours of operation without headcount increase. o Implemented a CRM solution, including a front-end menu to enhance in-bound call routing and reporting of Case Management effectiveness.  Raised client retention rate 4% (from 87% to 91%), gaining $4MM incremental revenue. Increased Client Quality Survey scores 11% and calls-answered ratios from 80% to 96%. Built/led a Client Account Management Team to manage/support National Accounts, generating $100K+ annual revenue. Designed a Roster Staffing Model that accounted for seasonality and schedule variations, and resulted in consistent 80/20 service levels. Won President’s Club awards in 2000, 2001, 2002, 2003, and 2008; received Quality Improvement Awards 1998 and 2001; and Major Accounts Services Region of the Year 2002. Show less



ADP

• United States
• Human Resources Services
• 700 & Above Employee

• Controller and Finance Director

  • Dec 1976 - 1996

  Promoted through diverse Corporate Finance, General Accounting and Controller roles, with emphasis on financial management (budgets and forecasts, billing, credit and collections, business reviews) and operational performance improvement. Promoted through diverse Corporate Finance, General Accounting and Controller roles, with emphasis on financial management (budgets and forecasts, billing, credit and collections, business reviews) and operational performance improvement.