JANET A. GARCIA

757-***-**** • adw3w7@r.postjobfree.com • https://www.linkedin.com/in/janet-garcia-20697834

Astute professional with over 15 years of combined experience in executing leadership, project management, program management, and administrative support in the fields of Implementation, Payroll, Human Resources, Accounting, Information Technology, Naval Aviation, and Retail. Offering an extensive background based on formal training, commercial and military experience while demonstrating superior personal initiative, administrative expertise, program enhancement creativity, and consistent performance success. Possess the ability to work both independently and as part of a team to accomplish tasks under limited supervision and in a timely manner. Extremely detail oriented, highly reliable, productive, and proven to be a versatile team player and employer asset.

STRENGTHS

Strategic and Analytical Thinker Customer Service Excellence Results Driven Passion for Associate Engagement

Goal Oriented Talent Development Process Simplification Strong Communication Skills Project & Program Management

EXPERIENCE HISTORY & HIGHLIGHTS

ADP - Norfolk, Virginia

Director, Implementation (01/2023 – 03/2023)

Ensured oversight, financial performance, and change impact across 7 Implementation Teams supporting two Human Capital Management software platforms. Each team consisted of 1 Manager and 10-14 associates that performed various implementation roles.

Ensured processes and strategies produced successful, accurate implementations that met our client’s business needs.

Utilized Tableau, Medallia, Oracle and eStart to collect and analyze data to drive accuracy of forecasting, monitor quality of business, and ensure operations are in line with business goals.

Analyzed trends to identify business opportunities; developed and implemented strategic initiatives to improve implementation quality, client experience, and our associate’s work environment.

Fostered strong, positive working relationships with key internal business partners to ensure seamless implementation experiences for our clients.

Cultivated an environment of continuous training, development, and process improvement to drive proficiency in role, motivation, and business ownership amongst associates.

Established and enforced key operational and performance metrics across all intact team roles to ensure business unit goals were being met.

Served as Senior Leadership point of contact for internal and client facing implementation escalations; oversaw corrective action plan and execution of resolution at all levels.

Reviewed personnel manning and team structure for implementation region intact team to ensure ability to accommodate incoming business month over month based on volume, business trends, budget, and time of year.

Manager II, Implementation (04/2022 – 01/2023)

Lead tier II support (Implementation Tech Lead) team to ensure technical support is delivered in a timely and effective manner to associates, leaders, and clients.

Identified critical areas of opportunity and strategically implemented initiatives to improve business processes.

Streamlined and automated the implementation support model to increase quality of the tier II support team.

Initiated ITL Surveys to solicit feedback to help drive quality, key performance metrics, and development.

Provided tier II escalation support for senior leadership, leadership, associates, and clients.

Fostered motivation and high performance through ongoing 1:1 sessions, stretch assignments, and team activities.

Partnered with key internal partners to ensure adherence to business unit specific metrics and goals.

Participated in strategic initiatives, stretch assignments and collaboration opportunities with other business units to promote improved business processes, quality, and client experience.

Implemented weekly training boosters across all roles to ensure continuous learning and proficiency in role.

Manager, Client Service (04/2021 – 04/2022)

Supervised a team of 10 client service representatives to ensure completion and accuracy of daily tasks according to scheduled deadlines, priorities, overall goals, and key performance indicators.

Provided first level client escalation support for issues, developed action plans and oversaw resolution efforts.

Queried data and built custom reports utilizing Tableau, Genesys, SAP and Medallia.

Analyzed team statistics and prepared reports on metrics and performance indicators for senior leadership review and performance management.

Interviewed, hired, onboarded and provisioned new talent.

Managed employment records related to hiring, termination, leaves, transfers, or promotions, using HR management system software.

Observed associate and client interactions to ensure effective and quality client service.

Lead and mentored associates to assist with their growth and development.

Project Lead, Implementation (06/2018 – 04/2021)

Analyzed complex product requirements, business trends, and behaviors to assess and execute solutions that will enhance current functional business designs.

Utilized Tableau, Oracle, MAIN, and eStart software platforms to analyze forecasting, starts/no-starts revenue, and accuracy of keyed business to ensure we’re meeting set metrics and goals.

Assisted in the execution of new or revised business processes, including written and verbal communication, to drive improvement.

Collaborated with internal business units and key partners to ensure service levels and communication are maintained.

Utilized knowledge and skillset to assist VP and Senior Director in the strategic operational decision making.

Analyzed Medallia reporting, client survey results, and trends to plan, execute, and manage multiple projects designed to improve implementation quality and efficiencies.

Responsible for the corrective plan of action and overseeing resolution for executive level implementation escalations.

Worked closely with Sales and Resource Management to assist in vetting out new business across the region. Monitored trends and reported findings to senior leadership to ensure implementation teams were able to accommodate all business needs.

Project Manager, Implementation (02/2017 – 05/2018)

Responsible for the successful planning, coordination, and implementation of human capital management software (including payroll, time and attendance, human resources, general ledger, and time off).

Created project plans including deliverables, activities, timelines and budgets; Managed all project phases including initiation, planning, execution, monitoring, control and closure.

Ensured implementation project milestones, business goals, and objectives are successfully met through oversight within designated timeframes and budgets for all aligned clients.

Worked collaboratively with internal departments, key business partners, and all resources impacting project.

Led communication (including status reports, updates, and changes) with stake holders and team members throughout the implementation project. Assessed, managed, resolved and escalated risks and issues.

Directed the timeliness, budgets, and day-to-day activities of projects and team members in matrixed organization.

AECOM/URS-Virginia Beach, Virginia

Logs and Records Technician (04/2013-02/2017)

HOMELAND CONTRACTING-Chesapeake, Virginia

Human Resources/Accounting Assistant (7/2012-02/2013)

UNITED STATES NAVY – 8 Years Distinguished Service

Aircraft Maintenance Administration Specialist (10/2003-07/2012)

Noteworthy Naval Awards: Navy & Marine Corps Achievement Medal; Letter of Commendation; Letter of Appreciation; Military Good Conduct Medal; National Defense Service Medal; Global War on Terrorism Service Medal; Global War on Terrorism Expeditionary Service Medal.

EDUCATION & CERTIFICATION

Old Dominion University – Norfolk, VA

Bachelor of Science, Psychology, Cum Laude (2015)

DeVry University – Chesapeake, VA

Bachelor of Science, Business Administration (Accounting) (2013)

Awarded SALUTE Veterans National Honor Society

DeVry University Online – Naperville, IL

Associate of Applied Science, Accounting Technology (2010)

U.S. Government / Department of Defense (2016) Secret Security Clearance

United States Department of Labor and the Virginia Apprenticeship Council (2013)

Computer-Peripheral-Equipment Operator (Clerical) Certification

Contact this candidate