Implementation Manager

Joseph Agugliaro

Port Jefferson Station, NY *****

https://www.linkedin.com/in/joe-agugliaro

631-***-**** ********@*********.***

Client-Centric Implementation Manager

Lead & Develop Teams Drive Process Improvements Deliver Business Solutions

High-achieving, accountable management professional, possessing excellent communication, organizational, and analytical capabilities. Resolve business and technology challenges by devising innovative solutions. Mentor and coach staff, maintaining strong team morale and engagement. Direct complex projects to completion, delivering on time and achieving exceptional client satisfaction ratings while handling multiple priorities, including client issues, employee training, and management reporting.

Core competencies:

Project Management • Program Development & Implementation

Relationship Building • Productivity Improvement

Quality Assurance & Tracking Metrics • Troubleshooting

Accomplishments

Increased client satisfaction 20.5 points from January 2016 – June 2016 by proactively engaging internal / external clients, ensuring all activities completed promptly and accurately.

Exceeded forecasted start plan last 3 years by focusing on team backlog and associate engagement (2014 – 103.4%; 2015 – 138.1%; and 2016 – 157.3%).

Established client transition process (warm transfer), improving communication with service team.

Improved productivity by increasing associate engagement through recognition, stretch assignments, and facilitating working environment where every team member mattered.

Expedited start processes by creating simplified project plan for every client.

Drove field product change / enhancements and generated greater internal / external client satisfaction by bringing corporate development team to local office and collaborating with implementation team.

Professional Experience

AUTOMATIC DATA PROCESSING, Melville, NY 2001 – 2016

Implementation Manager

Oversaw $5M backlog and 12 associates. Implement human capital management (HCM), processed payroll, and provided time and labor oversight. Focused on quality/client satisfaction, revenue, and employee / team engagement.

Ensured work completion by holding daily team huddles and weekly one-on-one meetings.

Evaluated team performance metrics, tracking project time line, performance, and quality goals on month-to-month basis. Achieved targets by resolving concerns and initiating process changes, as needed.

Addressed escalated issues by creating open dialog with all concerned parties, including proactively reaching out to client.

Joe Agugliaro ********@*********.*** Page Two

AUTOMATIC DATA PROCESSING, (Continued)

Monitored and evaluated overall associate performance, acting as hire / fire authority in conjunction with human resources.

Partnered with multitude of departments (i.e. sales, service, quality assurance), helping organization meet goals.

Account Executive 1981 –2001

Installed HCM, payroll, and time and labor product suite. Focused on accuracy, execution time, and client satisfaction.

Applied detailed product and broad functional area knowledge, emphasizing job completion, speed/precision, and client satisfaction while accomplishing all product implementation phases effectively.

Worked independently and made as needed adjustments, meeting client needs and maintaining efficiency.

Promoted high client satisfaction and retention through accurate and on-time project completion.

CONSUMERS DISTRIBUTORS RETAIL, West Babylon, NY 1978-1980 Assistant Store Manager

Served the customer with World Class Service, providing desired merchandise and managing the store staff.

Maintained operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.

Contributes to team effort by accomplishing related results as needed.

Responsible for all facets of Client satisfaction-Delighting clients with World Class Service

Handled payroll and scheduling of store personnel

Responsible for merchandise presentation and overall store appearance

Education

Bachelor of Science (BS), Political Science, Bradley University, Peoria, IL

Supplemented field of study with business, management, and communications coursework.

Professional Training & Certification

Certified Payroll Professional (CPP), APA, San Antonio, TX

Director Development Training, Automatic Data Processing, Parsippany, NJ

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