Manager Service
Resume:
Kimberly L. Anderson-Williams
Stone Mountain Ga, 30087
*******************@*****.*********:*******************@*****.***
Career Objective:
To obtain a Management position that will utilize my current skills and provide challenging opportunities for advancement.
Education:
Kaplan University
Bachelor of Science - Business Management/Healthcare Management
Strengths & Accomplishments
●Managing/Developing People
●Key management role in reorganization of Client Services which resulted in reduction of turnover from 40% to under 17%
●Strategize for Process Improvements
●Lead team to improve Client Sat scores from 20% to 66%+
●Excellent Organization Skills
●Added 20% + add’l clients while reducing overall headcount
●Effective communication skills/deals well with conflict
●Assisted in deconstruction of Screening and Selection/Norcross Office
●Effective with recognizing/acting on Performance Improvement needs
●Managed through multiple associate issues, resulting in improved associate performance
●Critical Thinking
●Developed current team model that provides improved client service to small/mid-size NAS clients while reducing service cost
●Work effectively in high volume/stressful environments
●Manage approx. 6000+ Majors clients as well as all small/midsize NAS clients for COBRA/FSA/OCB services
●Identified service model changes for improved efficiencies within COS and EPS
Experience:
ADP-Automatic Data Processing
Client Service Manager/Enterprise Payroll Services 11/2011-5-2015
●This position provides overall direction and leadership to Client Service associates and to specialty positions either directly or through others, depending on level.
●Manages the activities of team members in one or multiple locations; may act as the functional manager in a remote location.
●Assumes accountability and responsibility to meet or exceed the region's performance goals, especially in the areas of quality, client retention, and productivity and call management.
●Effectively motivates associates through continual guidance, direction, development and coaching.
●Provides on-going feedback and is responsible for performance evaluation/management and compensation administration.
●Analyzes abilities and knowledge of the team to determine training requirements.
●Provides continual communication and coordination of functional activities with corporate and other regional departments to ensure effective client support.
●Handles escalated and unresolved client issues.
●Provides continual department reports and updates to senior management and participates in the decision making process within the region.
●Acts as a backup to the Executive Client Relationship Manager.
ADP-Automatic Data Processing
Client Service Manager/COBRA/FSA 06/2006 – 11/2011
●Monitors and effectively manages individual and team performance to meet or exceed client and internal standards on an ongoing basis. Total direct reports of 30 plus associates.
●Supervise two team leads to assist in the day-to-day operations of the service team model.
●Assists in establishment of quality control measures and monitors performance results to insure accuracy and timeliness of work.
●Acts as key interface and works with current clients to resolve any escalated issues or concerns, as well as on day to day administration activities. Maintains contacts with client Human Resources/Benefits, ADP processing centers and others service center business partners.
●Manages call monitoring, coaching and overall performance of team and provides specific coaching and feedback to staff members, as needed.
●Manages the functional projects needed to maintain and renew clients for each FSA benefit plan year.
●Recommends approaches to simplify processes/procedures and fosters continuous process improvements to ensure maximum efficiency.
●Primary decision-maker on all hires, disciplinary actions and terminations on team.
●Identifies needs and recommends changes in staff to workload ongoing and recommends adjustments, as needed.
●Approves tracks and manages employee attendance, punctuality, and vacation time and schedule adherence.
●Conducts performance appraisal process for all team members.
●Oversees development, regular review and updating of procedures and workflows to insure plan and regulatory changes are reflected and Account Specialists are able to respond to inquiries correctly.
●Assumes a role in client administration and communications, as needed, for recurring items such as participant statements, client summary statements, open enrollment activity, etc.
●Develops in-depth knowledge of Flexible Spending Account plan compliance, system functionality administrative requirements and ADP procedures and processes.
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ADP-Automatic Data Processing, Inc.
Manager Operations/Screening and Selection
12/2004 – 02/2006
●Manages the daily activities of the Production Department to ensure all scheduled processing, special request and all other related work is performed in accordance with established service levels.
●Ensures department is driving quality assurance in the Operations group.
●Plans assignments of work for the most efficient use of personnel.
●Conduct interviews as needed. Administer mid-year and yearly performance evaluations.
●Coach and develop senior staff for advancement to next level.
●Maintains comprehensive and timely records on service activities.
●Pro-actively work with client services to promote and pursue total client satisfaction.
●Administer disciplinary performance management actions when necessary.
●Create and implement procedures to improve company performance ratings.
Volunteer Services- Advocate to End Domestic Violence
Group Facilitator- Women’s Resource Center
●Provide support for Women who are currently or formerly in an abusive relationship. Primary responsibility is to come together to give and receive emotional support, provide resource information and friendship. Groups are co-facilitated by trained volunteers and staff advocates.
●New Mercies Christian Church- Interviewer to feed the Hungry.
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