Experience

UKG

• Software Development
• 700 & Above Employee

• Director, Product Support

  • Jul 2005 - Present

  Weston, Florida, United States ▪ Lead a book of business totaling $500m+ in ARR ▪ Define strategy and operational model for support of Time & Attendance product line and alignment with other HCM product lines ▪ Championing the definition and creation of key processes and tools that enable the service offering to scale ▪ Driving operational efficiency while maintaining the customer experience in the forefront ▪ Successfully collaborate with partners throughout the organization to achieve… Show more ▪ Lead a book of business totaling $500m+ in ARR ▪ Define strategy and operational model for support of Time & Attendance product line and alignment with other HCM product lines ▪ Championing the definition and creation of key processes and tools that enable the service offering to scale ▪ Driving operational efficiency while maintaining the customer experience in the forefront ▪ Successfully collaborate with partners throughout the organization to achieve established objectives ▪ Led Time & Attendance Customer Success organization through high profile merger at the height of Covid Show less



Ultimate Software

• United States
• Software Development
• 700 & Above Employee

• Director, Customer Success

  • Feb 2020 - Aug 2020

  Weston, Florida, United States

• Sr. People Success Manager

  • Apr 2018 - Feb 2020

  Weston, Florida

• Solutions Manager, Customer Success

  • Feb 2015 - Apr 2018

  Weston, FL • Lead, motivate and coach a customer success team to achieve department goals • Develop and run strategic projects that have a widespread impact on the organization • Understand the business from a functional and industry perspective • Prioritize work for team to ensure customer expectations are exceeded • Assist team when additional escalation management is required • Define trend setting performance metrics and drive team to meet those metrics • Drive a culture of… Show more • Lead, motivate and coach a customer success team to achieve department goals • Develop and run strategic projects that have a widespread impact on the organization • Understand the business from a functional and industry perspective • Prioritize work for team to ensure customer expectations are exceeded • Assist team when additional escalation management is required • Define trend setting performance metrics and drive team to meet those metrics • Drive a culture of continuous improvement while fostering an innovative work environment • Coach, promote collaboration and teamwork, resolve conflict and foster our “People First” culture • Perform well in a fast-paced environment • Manage relationships with key partners from both Services and Product Development teams

• Enterprise Support Manager, Tier 2 Functional

  • Oct 2009 - Feb 2015

• Tier 2 Support Specialist

  • Sep 2006 - Oct 2009

  • Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely response. • Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers. • Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate… Show more • Provide outstanding quality support to internal and external customers with a high degree of satisfaction and technical expertise, with thorough and timely response. • Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers. • Acquire, maintain, and expand knowledge of relevant product offerings, scope documents, and current department policies and procedures in order to provide accurate solutions to internal support specialists. • Makes recommendations for improving procedures. • Adheres to Support Center Practices (SCP) guidelines.

• Named Service Representative

  • Jul 2005 - Sep 2006

  Weston, FL



Paychex

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

• Payroll Specialist

  • May 2004 - Jul 2005

  Miramar, FL