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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Experienced project management and operations professional with several years of experience within high-stress environments along with a keen ability to lead others and increase operational efficiency. Experienced in overseeing program rollouts, creating unique training programs, and leading cross-functional teams. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively managing timelines/budgets and fostering positive relationships with others.


Key Competencies



         Contract Negotiation

         Time Management

         Vendor Management

         Team Leadership

         Strategy Development

         Customer Service

         Inventory Management

         Process Improvement

         Project Management

         Complex Problem Solving



Professional Experience

ADP, Automatic Data Processing February 2001-Present

Project Manager, National Account Services (2014-Present)

  Directly manage a variety of administrative and operational functions within a fast-paced environment with a focus on handling several large-scale projects

  Led the implementation of the NICE call recording system which monitored client calls and facilitated a successful call mentoring program

  Gathered feedback throughout the east region through transaction surveys, drove an Affordable Care Act call campaign, and created a year-end task force which was concentrated on created standard operating procedures within the organization

  Facilitated a Siebel optimization project which required performing comprehensive data validation in addition to managing accounts and preparing for an IVR rollout


Project Manager (2007-2014)

  Played an integral role in a variety of projects within the organization which included the creation and implementation of LUMIN which is a complex search engine focused on assisting clients with insurance related inquiries and improving client retention rates

  Oversaw the General Money Movement project which provided direct payment option to clients, supervised several cross-functional teams, and research/evaluated a new marketing system

  Successfully deployed a quality monitoring system for customer service, implemented a comprehensive dashboard for both transaction and quality survey data, and obtained client feedback on a regular basis


Operations Training Specialist (2005-2007)

  Utilized superior communication and interpersonal abilities in order to handle all training and development functions within the department

  Performed quality control reviews, updated all departmental training material, performed training program rollouts, and became recognized as a Strategic Interaction Skills Certified Trainer

Additional Experience with ADP Includes: Implementation Manager, Workers Compensation/Payroll Operations Specialist, and Senior Account Executive



Bachelor of Science, Business Administration/Management

Centenary College, Hackettstown, NJ

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