- Lead a multi-year strategic product portfolio optimization program across ADP’s Workforce Management Solutions business
- Analyze client needs to develop strategies for client success initiatives over a multi-year horizon
- Plan and execute client communication strategies to ensure understanding and engagement

Sr. Director Workforce Operations

GXO Consulting LLC

SaaS startup advisory services, fractional leadership, and strategic operations support to grow and scale small to medium sized businesses.

Principal

Navan

- Manage 24x7 “follow the sun” contact center and SaaS product support operations in EMEA, APAC, and US to support $7B in travel and expense management FinTech revenue
- Exceed and maintain KPI goals to achieve 50+ NPS, 97% SL, 93% CSAT scores
- Developed new-hire onboarding process, improving associate readiness to productivity by 25% with 80% less impact to offline support team operations
- Business case and strategic development to move EMEA support center from Amsterdam, NL to Lisbon, Portugal recognizing 40% cost savings
- High volume, multi-channel (chat, voice, email) inbound contact center volume arrival pattern analysis, demand forecasting, capacity planning, and staffing needs analysis for operational efficiency
- RFP analysis and vendor management of outsourced partners to scale and augment staffing needs
- Skill based routing design, development, and deployment

Head of Global Workforce Management - Site Leader (Formerly TripActions)

- Developed and program managed cross-BU product launches, platform feature releases, change management, and organizational readiness activities for B2B SaaS-based HCM products 
- Optimize Global Workforce Management organization to support 80k+ clients via 2k+ employee support team to delight clients, meet service level targets, protect and grow $750M+ in annual HCM revenue
- Improve the company’s operating capabilities to reduce expenses, increase revenue, exceed client satisfaction, improve client retention and establish high quality standards to meet productivity and profitability goals
- Collaborate with product development, engineering, and hosting support teams to coordinate PEN testing with third party security vendors
- Identify business process improvement opportunities for operational excellence to increase the associate engagement and client service experience
- Create business strategies, sales forecasts, workforce capacity plans

Sr. Director, WFM Strategy & Operations

- General Manager and Business Owner of ADP's newly established Global Workforce Management Division responsible for $45M+ client portfolio 
- Scaled international business from $21M to over $45M+ in annual recurring revenue
- Provided executive sales support of 30% annual business growth for 6 consecutive years 
- Established regional Centers of Excellence in America, EMEA, and APAC to deliver 24x7 “follow the sun” implementation, client services, and technical support for Fortune 500 Global HCM clients
- Executive sponsor and Client Account Management on multiple high profile client accounts (HP, FedEx, Nike, IBM, Sodexo, DaVita, HMS Host, Vestas) to liaison with ADP service organizations, facilitating contract negotiation, vendor management, and partner services integration

VP/GM Global Workforce Management

- Responsibility for 3200 Global Time and Labor clients with 5M users and $275M+ of annual revenue
- Restructured National Accounts Technical Services organization, lowering on-call expenses 33%, reducing duplicate efforts 25%, and increased productivity 12%
- Operational leadership of 160+ direct and indirect associates across multiple business units including mentorship of Directors and Senior Managers
- Maintained highest ranked department employee engagement scores for division for 3 years
- Identified and implemented new revenue stream, exceeding professional services revenue by 20% 
- Redesigned lab environment, increasing capacity 400% with only 10% additional hardware and a 60% reduction in FTE administration
- Implement business continuity and disaster recovery plans, manage wide-scale system outages, and host bridge calls to drive engineering teams to resolution while providing status updates to senior leadership

VP HCM Support Services

-	Established Service Center in Manila, Philippines for APAC and NORAM product and customer support
-	Responsible for 900 clients, 3M users and $180M+ of Time and Labor product and services revenue, while maintaining 96% client retention rates
-	Developed new-hire on-boarding and cross-department training program that became global standard for training all NAS TLM support teams in on/off and smart-shore locations
-	Managed 130+ associates (Managers, Team Leads, Individual Contributors) in a globally matrixed environment 
-	Deployed internal mentoring program which reduced division training costs by 50% and improved the client experience
- Achieved highest and most improved employee engagement scores within division

Director TLM & WFM Technical Services

-	Established National Accounts Service Center in El Paso, TX with 100 employees at one location which grew to 2k+ across multiple sites over 5 year period
-	Collaborated with Software Engineering teams to improve product functionality 
-	Project managed several multi-client (500+) migrations with high quality and minimal client impact
-	Analyzed support team KPI for annual budgeting, capacity planning, and headcount staffing needs
-	Technical liaison for multiple vendor and 3rd party relationships
-	Maintain 95%+ client satisfaction scores on quality assurance surveys

Manager TLM & WFM Technical Services

-	Supported HCM implementations with complex configuration and data integration requirements
-	Developed custom tools to improve SaaS deployments and platform support 
-	Designed Clarify CRM analytics and KPI reporting system to monitor organizational KPI metrics 
-	Authored technical support procedures, guidelines, and issue resolution process training materials
-	Mentored and trained peers on system administration, programming and technical support skills 

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀 𝗨𝘀𝗲𝗱: Oracle, T/SQL, SQL Server, VB, MS Access / Excel, VBScript, JScript, ASP, Crystal, SSRS, Network troubleshooting

Sr. Application Analyst / Team Lead

Independant Consultant

Excelled in problem-solving, data analysis & integration, project management, solution design, and custom tool & software development for a variety of industries (profit, non-profit, municipalities) and verticals (technology, human services, marketing/advertising, e-commerce)..

* Web Server Administrator / Developer (City of Jacksonville, 18m) 
* E-Commerce Programmer (Bombardier Capital, 6m) 
* Report Developer (Blue Cross/ Blue Shield, 6m) 
* SQL Database Administrator (Duval County Schoolboard, 6m) 
* Sr. Systems Administrator / DBA / Report Developer (ATT Broadband, 2y)
* E-Commerce Programmer (Pot O' Gold Productions, 5y)

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀 𝗨𝘀𝗲𝗱: Oracle, T/SQL, SQL Server, VB, MS Access / Excel, VSS, VBScript, CSS, HTML, JScript, ASP, Monarch, Crystal, FoxPro, .NET, DataBridge

Business Analyst, Software Developer, Technical Consultant 

Aetna

Workforce planning, budgeting, forecasting, staffing needs analysis, and scheduling of 1500 employee medical and dental claims processing division. Rules processing, claim auto-adjudication rate, and business operations analysis. DB2 data extraction, SQL Server data integration, and Crystal reports development.

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀 𝗨𝘀𝗲𝗱: DB2, SQL, SQL Server, VB, MS Access / Excel, Crystal

Forecast Analyst / DBA

Workforce planning, intra-day management, call center scheduling, shift bidding, reporting and data analysis for 600+ employee contact center

𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗦𝗸𝗶𝗹𝗹𝘀 𝗨𝘀𝗲𝗱: SQL, VBA, MS Access / Excel, Monarch, FoxPro

Scheduling & Forecast Analyst

Outback Steakhouse

Responsible for interviewing, hiring, training and managing kitchen staff. Created shift assignments and Back of the House (BOH) staff schedules. Maintained labor and food costs, food product inventory levels, quality control, coordinated and prepared charity, catering and special events.

Operations Manager

As a Senior Director Client Operations at ADP, I lead a multi-year strategic product portfolio optimization program across ADP’s Workforce Management Solutions business, which supports over 40,000 clients and 25 million employees worldwide. I have 30 years of experience in operations, workforce management, and service delivery, with a passion for people development, mentoring, and creating positive and professional work environments.

Some of my key accomplishments include establishing a dozen Centers of Excellence and Contact Centers, scaling a global HCM business from $21M to $45M+ in ACV in 4 years, exceeding KPI goals to achieve 50+ NPS and 93% CSAT scores YoY, and program managing various multi-client SaaS platform migrations. I have a CISM certification and extensive working knowledge of various tools, platforms, and languages related to CRM, contact center, project management, databases, reporting, and HRIS.

I also run my own SaaS startup advisory firm, GXO Consulting LLC, where I provide fractional leadership and strategic operations support to grow and scale small to medium sized businesses. 

𝗠𝘆𝗲𝗿𝘀-𝗕𝗿𝗶𝗴𝗴𝘀: ENTJ

𝗦𝘁𝗮𝗻𝗱 𝗢𝘂𝘁: Advisor / Equalizer

𝗦𝘁𝗿𝗲𝗻𝗴𝘁𝗵 𝗙𝗶𝗻𝗱𝗲𝗿𝘀:
Strategy
Command
Communication
Ideation
Self-Assurance

Chris Glico

Airlink

Support the Head of IT in the long-term strategy of the business critical applications (including upgrades) as needed, execution of the committed portfolio of IT software application projects through functional and technical design, configuration, development, testing and implementation. To deploy new applications and solutions that have been prioritised by the business. 
To manage daily application support activities ensuring that the organisation can effectively use the pool of applications to deliver on strategic and operational targets.
To lead, plan, direct and control all activities related to business and application support analysts, change and release management, quality, and test management

IT Manager: Business Systems and Services

Senior Business Analyst

Atlantis Travel Group

Support the building of automation in front, mid and back-office business processes. Account development and Customer Service to Business Travel Online booking customers.

Online Solutions Manager

Startup tech company

Sales Consultant

Tech Solutions Specialist

Amadeus

𝗢𝘃𝗲𝗿𝘃𝗶𝗲𝘄
Managed the airline customer IT solutions portfolio to ensure the optimisation of all solutions and looked for upsell opportunities to further grow the portfolio. Ensured customer satisfaction, retention, and solution portfolio growth. Worked within an Account Management team.

𝗞𝗲𝘆 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗮𝗯𝗹𝗲𝘀
⇒ Supported airline customers based in Southern and Eastern Africa regions.
⇒ Provided specialist knowledge and expertise on Amadeus solutions and products related to Airline IT and e-commerce.
⇒ Assisted Account Management identify and prioritise business opportunities.
⇒ Contributed to customer satisfaction, retention and upsell of the IT products and services by being responsive to customer needs and proactively proposing IT solutions relevant to the customers’ business.
⇒ Key member of the extended account team to ensure the right level of service to customers.
⇒ Provide quality and consistency of on-going service delivery for the full range of IT and e-commerce products and services.
⇒ Mobilise line organizations to assure delivery of Amadeus commitments in line with customer expectations.

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀
⇒ Assisted a large customer with the migration from legacy online technology (API) to the up-to-date Webservice link processing. This needed to be coordinated in 3 critical sections: Online booking site, revenue management link and internal staff support. This project included reporting and delivery management to the head of Airline IT of Amadeus globally.

Airline IT Solutions Manager

𝗢𝘃𝗲𝗿𝘃𝗶𝗲𝘄
Understand local market (Southern Africa) travel agency IT solution needs and successfully source and implement ‘front office’ solutions into the local market. This included ensuring the solution was aligned to market requirements (tax laws, local market requirements and IT platforms), internal stakeholder presentations and training (e.g. helpdesk troubleshooting and support of the new product), and customer solution workshops. Once the product was successfully rolled out in the local market to track growth and adaption and manage evolution of the product. 

𝗞𝗲𝘆 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗮𝗯𝗹𝗲𝘀
⇒ Built relationships with airline providers and assisted with airline issues that affected the market. 
⇒ Implementated Amadeus products into the local market (legal requirements, ensured local knowledge and support etc.)
⇒ Product Management for front office products.
⇒ Worked closely with the Marketing Team to communicate relevant updates to the market.
⇒ Presented workshops (Technology forums, Amadeus Champion workshops) consultative workshops for new and existing customers.

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀
⇒ Amadeus Ticket Changer (automated calculation of ticket exchange). Extensive work had to be done to ensure that this product aligned with local tax/VAT laws. Engaged with local airlines to ensure they aligned/adapted to the required processes of penalty collection and fare rule processing. 
⇒ Connect: Migrated the entire region from the legacy distribution platform to the new Cloud Platform.
⇒ Amadeus Taxi Shuttle booking platform: Rolled out a new online booking platform for cars and taxi services. This had one of the most successful adaption numbers with South Africa being one of the top 10 performing countries in number of bookings made by travel agents.

Product IT Delivery Manager

𝗢𝘃𝗲𝗿𝘃𝗶𝗲𝘄
Helpdesk Southern Africa (Distribution). Supervised a team of 7 who supported subscribers on all functional first level enquiries/problems on Amadeus Distribution products.  Acted as a trusted advisor to both the customers and team members. (Helpdesk role: Amadeus customers’ first point of contact via phone and portal for support related to Amadeus’ local and central products, services and solutions and relay requests to 2nd level support. Handled high volume and low to medium complexity customer service requests and incidents with focus on keeping agreed service levels.)

𝗞𝗲𝘆 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗮𝗯𝗹𝗲𝘀
⇒ Amadeus Customer functional support. 
⇒ Led Customer Support Executives.
⇒ Completed back-up for CSC manager and performed his/her duties in his/her absence.
⇒ Escalated complaints and serious issues (included interdepartmental coordination and low impact management decisions)
⇒ Monitored CSC performance on a regular and objective basis.
⇒ Provided support to account management.
⇒ Planned and presented customer workshops (nationwide).
⇒ Wrote customer communication (newsflash and blogs).

𝗞𝗲𝘆 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀 / 𝗣𝗿𝗼𝗷𝗲𝗰𝘁𝘀
⇒ Instrumental support in Amadeus Market growth moving from 13% to more than 30%. We assisted with Customer workshops, Training of new customers as well as Floor-walking(hand-holding) for new customers for go-live days when they migrated.

Customer Service Team Lead

British Airways

Customer Service Agent

Various Schools in China

English as a foreign language Teacher 

IIE Rosebank College

Travel & Tourism Department Coordinator 

Pentravel

International Travel Consultant 

Travel Technology Delivery and Solutions Manager with 15+ years’ experience in both (GDS) Distribution Solutions and Airline IT – specialising in customer systems implementation and business optimisation. Added to this, 10+ years in various airline and travel agency roles, specialising in sales and customer service. 

With professional training in Business Analysis, Project Management, Customer Service and Business Writing, I offer key skills in:
✴️ Key Account Management
✴️ Review, analyse, and evaluate business systems
✴️ Technology Project Delivery and Implementation. 
✴️ Customer Service Strategy and business processes
✴️ Document Creation, written and oral market communication. 

My personal strengths include:
✅ Working within multi-location, multi-cultural teams and excellent interpersonal skills
✅ Problem solving, with ability to identify performance issues.
✅ Strong knowledge and experience in all aspects of the travel industry 
✅ Creative skills in Powerpoint, Photoshop and writing. 

Contact me for contracts to help build your SME travel business strategy, analysing where you are, and how to best position your platforms to fit your business goals. Take advantage of this exciting moment in the industry tech revolution to reset your foundations, and reposition your travel business to ensure short term success and long term sustainability.

𝗖𝗼𝗻𝘁𝗮𝗰𝘁
✉ Lindsay@LPOcreatives.com
📞 +27(0)82 373 2821 
✧.  https://lindsaypalmer.carrd.co/

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The Battle

Chris Glico

Lindsay Palmer

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