Human Resources Award Winning

Adam McFadden

*.****.********@*****.*** 706-***-****

linkedin.com/in/john-adam-mcfadden-46729011

Summary

Professional Summary

A client success leader with a history of working in start-ups, improving collaboration between departments and building teams of client-focused professionals. Award-winning principal who led his department in earning a 120- point increase in overall client satisfaction score. Effectively met the needs of over 200 clients and successfully eliminated millions of dollars of client penalties related to the Affordable Care Act. Maintained a 90%+ client and 110% net wallet retention rate year-over-year.

Core Competencies

• Strategic Planning

• Contract Negotiation & Sales

• Customer Support

• Human Resources

• Information Management

• Associate Engagement

• Excellent Client-Facing Skills

• Project Management

• Talent Development

• Account Management

• Performance Management

• Strong Communication Skills

• Team Building & Training

• Needs Assessment

• Operations Management

• CRM Systems

• Educational Leadership

Experience

Customer Success Manager

Mursion

Oversaw team and client engagements for $2M BOB with 20+ enterprise/Fortune 500 clients. Responsible for the entire client lifecycle and for growing accounts to over 110% wallet retention annually.

• Designed and implemented enterprise-wide programs utilizing AI and virtual reality simulations to positively impact the client’s employee and business outcomes.

• Created processes and procedures for a playbook for a new service model for the Client Success team.

• Grew the business by partnering with Sales on new opportunities and expanding existing client relationships.

• Synthesized data from client engagements to produce reports and presentations to demonstrate quarterly progress against engagement goals.

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• Managed the full lifecycle of new client engagements including pre-sale demos, technical onboarding, measuring objectives, and contract negotiations for expansions and renewals.

• Ensured all projects were executed in a manner consistent with Standard Operating Procedures, on time and budget, and that customers and end-users were delighted with the experience.

• Drove client renewals and expansion initiatives by negotiating and processing change orders and renewal contracts with all software license customers.

• Collaborated with Product Managers and Engineers to understand the product and its functions deeply.

Director of Client Services

ADP

Jan 2017 - Present (6 years 10 months)

Eliminated $55M in client penalties to date by partnering with Project Management Organization and GPT to create processes and product enhancements for managing IRS ACA Penalties.

• Managed a Book of Business of 200+ clients with annual revenue of $11M.

• Won the #hellogr8tness award for leaders in the first quarter of 2017.

• Led NPS efforts for the entire Health Care Reform organization from launch to present, resulting in over a 120-point increase in our overall satisfaction score from FY17 to FY22.

• Led a team of Account Managers consulting clients through the complexities of the evolving Affordable Care Act (ACA).

• Partnered with clients, third-party vendors and other ADP divisions on payroll, HRand benefit file integrations in order to ensure compliance with the ACA and successful IRS/State reporting.

• 52% of assigned clients agreed to serve as sales references, with 4 clients providing either written or video testimonials.

• Led the implementation and rollout of Client Engagement Hub for the Health Care Reform division, reducing the number of tools utilized by our frontline associates and simplified the way our clients are serviced.

• Served as Augusta location’s Executive Sponsor for the Emerging Leader Program Alumni Association. Led projects including our bi-annual town halls and career fair.

• Served as Vice President of the ADP Augusta Run Club, and Chair of the Augusta Location’s Innovation Pillar.

Client Services Manager

ADP

Jan 2014 - Jan 2017 (3 years 1 month)

Management Professionals that strived to meet clients' benefits, human resources and payroll needs. Effectively partnered with other ADP business units to lead client projects spanning several offerings.

• Mentored new Director of UpMarket Comprehensive Services and new Client Service Managers during their onboarding.

• Responsible for a book of business of 90 clients whose total annual revenue exceeded $20M.

• Managed a large service team of 20 service professionals consisting of HR, payroll and benefits consultants.

• Participated in Senior Leadership Operations Review. Chosen to present on topics including changing the Service Model and the impact on National Account-sized clients being serviced by UpMarket Service teams.

• Partnered with leaders from other departments to create methods for better collaboration between divisions.

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Service Delivery Manager

ADP

Jan 2013 - Jan 2014 (1 year 1 month)

Served as the primary point of interaction for client administrators and executives in order to understand their strategic goals for Human Capital Management.

• Managed daily activities of team members at ADP to ensure delivery of optimal service, client satisfaction, retention and profitability.

• Maintained 100% client retention for book of clients since January of 2013.

• Mentored new Service Delivery Managers to ensure their training progressed well and to help them transition into the role of supporting their own clients and interacting successfully with the service teams.

• Coached associates and managers on several service teams in order to drive timely and consistent service results for clients.

• Managed clients and service teams through EBI with the goal of creating seamless interactions for clients and allowing associates to be more productive.

• Held regularly scheduled meetings with clients in order to gauge their overall satisfaction with ADP. Utilized findings to determine opportunities for sales of additional products and services and to drive retention through contract renewals.

Service Support Specialist

ADP

Jan 2010 - Jan 2013 (3 years 1 month)

Served as support and as lead for team of Payroll Specialists. Responsible as the back-up to the Payroll Manager.

• Helped develop the new teams and processes for the Comprehensive Payroll line of business that started in 2010.

• Saved two clients from terminating service with ADP because of service issues by personally taking over their payroll processing and working with other departments to ensure all issues were resolved accurately and timely.

• Coached associates on Strategic Interaction Skills so they could provide stellar service to our clients and to help them reach team goal of an average score of 90 or better.

• Conducted on-site client visits to assist with implementation and service issues. Client Account Representative

ADP

Jan 2007 - Jan 2010 (3 years 1 month)

Received incoming calls and correspondence from clients about payroll, taxes and human resources.

• Met monthly metric goals that were tied to adherence to a schedule and call monitoring scores.

• Chosen to pilot, and be the Regional Office Coordinator for, the Workspace Manager System. Tasked with providing feedback on the functionality of the system during development. Demonstrated the system to executives before it went live.

• Graduated from the ADP Emerging Leader Program in 2010. Mentored new associates.

• Passed all skill-based pay levels and tutored others on the tests.

• Was the first associate to receive the Elite Award in March of 2009 for being the employee of the month.

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Electronic Technician

Palmetto GBA

Jan 2006 - Jan 2007 (1 year 1 month)

Received calls and emails from medical providers and electronic clearinghouses about setting up medical billing software.

• Once enrolled, provided support to the clearinghouses and providers, instructing them on the process of setting up hyper terminals and FTP connections to Medicare’s secure system.

• Reviewed files that were transmitted to Medicare in the ANSI 837 format for errors. If a file was in error, helped the submitters correct their errors and retransmit the claims. Client Services Representative

Palmetto GBA

Jan 2003 - Jan 2006 (3 years 1 month)

Handled a high volume of inbound calls and written correspondence from Medicare beneficiaries and providers about questions or concerns with their insurance coverage.

• Mentored new associates after their initial training.

• Lead for the contract performance workgroup in 2005. Teller

Wachovia Corp

Jan 2002 - Jan 2003 (1 year 1 month)

Provided customers with options to conduct their transactions. Listened to identify any problems the customer may have had and resolved those issues quickly and professionally.

• Made the "Big Board" for sales and service in May of 2002. Consistently scored a perfect 7 on customer service evaluations from secret shoppers. Education

Columbia Southern University

Master of Business Administration (MBA), Human Resources Columbia Southern University

Bachelor of Science (BS), Business Administration Information Technology Skills

adp • artificial intelligence • backup • benefits administration • books • budgeting • business intelligence • consulting • contract management • Human Capital Management Adam McFadden - page 4

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