- 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

Schneider Electric

Director, Global Business Travel Operations

PivotPoints T&E Consulting

Clients include: Sunovion Pharmaceuticals, DVI, Mars. Specialized in navigating the complexity that surrounds Global Indirect business services procurement, supplier partnership management & governance, negotiating preferred supplier partnerships, risk mitigation, operational deployment, data integration & visualization, digital automation & transformation post COVID and optimization of related SaaS technologies. Delivering significant margin savings and process efficiency, improving end user satisfaction, proactively mitigating associated risks by operationalizing innovative global end to end business services and technology optimization solutions through scalable best practices and proven strategies. Pivoting to support corporate customers with critical strategies as they prepare to re-open business travel & meeting services.

Founder, Managing Director

Direct Travel

Led the design, business development, sales enablement as SME and delivery of a corporate business travel, meetings & expense services management consulting practice from inception to profitable growth, exceeding established goals by 130%.  It was determined that profitable growth beyond key consulting categories was not sustainable longterm due to limitations in the client pool & client demographic.

VP, Managing Director, Travel & Meetings Management Consulting Services

CDK Global

Built and delivered a new global corporate T&E, corporate card, meeting & expense program for a company with 10,000 staff and $3 billion in annual revenues and $75 million in total global T&E spend. Supervised a remote global staff and cross functional team in the design, strategic sourcing and delivery of technology and travel service strategies to support company policies, ensure compliance and drive exceptional user experiences across 35 countries. ♦ Contributed documented margin savings of $9.5M in two years; and drove online and program utilization and compliance from 30% to 93%+ ♦ Delivered $8M in margin savings.

Director, Global Travel & Meetings Management

Whirlpool Corporation

Strategic sourcing & management of global travel and meeting services in support of an organization with 93,000 staff and $21 billion in annual revenue and $90 million in total global T&E spend. Operationalized strategies to deliver compliance to travel & meeting management policies and related technologies and delivered exceptional service and actionable reporting across 40 countries. ♦ Delivered $8M in margin savings in two years.

Sr. Manager, Global Indirect Procurement / T&E Category Operations & Management

The Kraft Heinz Company

Led a virtual, remotely located cross-functional and cross-cultural team to transform the global travel, meetings and expense procurement and business process outsourcing strategies for an organization with 125,000 staff and $18 billion in annual revenue and $300 million in total global T&E spend. ♦ Led the first ever industry consolidation of 72 countries under one global travel management supplier in the midst of several acquisitions. Deployed 5 global T&E technology solutions, launched a global traveler and asset security / program, introduced and governed a strategic meetings management process, and executed on innovative global spend and KPI reporting standards ♦ Delivered $18M in annual margin savings.

Director, Global Travel & Meeting Services

US Foods

Independently led corporate travel and meetings management strategies for an organization with $23 billion in annual revenue and $50 million in total T&E spend. Strategic sourcing, supplier governance, technology implementations and system integrations, program administration and compliance strategies.   ♦ Documented margin savings of $3.7M annually.

Director, Corporate Travel & Meeting Services

Brunswick Corporation

Supported Brunswick for 3 years in total, with prior years as the Carlson Wagonlit / Brunswick Account Manager. Transitioned from Account Management to direct Buyer role.  Overall corporate travel program sourcing, procurement and administration, meetings management procurement, T&E policy development and management of a related program compliance strategy. 

 - Led the transition to a new Corporate travel management company and related T&E technology in 15 days.

Manager, Travel & Meeting Services

Carlson Wagonlit Travel

Brunswick Corp  and Grant Thornton LLP. Responsible for strategic account management and business development.

Senior Global Account Manager

BCD Travel

Managed agency-client relationship and provided travel and expense management, meeting management and travel technology consulting to key executive contacts of corporate accounts with a cumulative $60-150 million air spend.

Assigned accounts including: Kemper Insurance Companies, Argonne National Laboratory, ABN AMRO, McDermott, Will and Emery, Hyatt and Hyatt International, Heller Financial.

Global Strategic Account Manager

Entrepreneurial leader with a broad business skill set, intellectual curiosity and solutions-orientation. Trusted colleague with a proven track record delivering margin improvement through the design, strategic sourcing, supplier management and governance, project management, transformation and deployment of global business services and related technologies.  Collaborative leader with a passion for building and leading global, remotely-located high performing cross-functional teams tasked with managing complex global cross-cultural change initiatives, business services transformation projects, governing global multi-year strategic supplier partnerships while optimizing and scaling global operational processes and improving the utilization of related SaaS technologies to consistently exceed financial performance targets. Continuously pursue opportunities to introduce technical solutions that drive automation and innovation. 

Deep functional knowledge in deploying and driving utilization of SaaS technology, customer service transformation, vendor/supplier relationship and contract management, customer service experience design and process efficiency & implementation, quality management, training, technology support, integrated data reporting solutions and data based decisioning using proven KPI's and metrics that deliver results.

Passionate connector. English / Spanish fluency. Enthusiast of foreign cultures, literature, foreign films, music, the performing arts, global travel experiences, the culinary arts and educational reform. 

A Top 25 Most Influential Executive to the Business Travel Industry and Innovative Buyer of the Year, Business Travel News.

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The Battle

Chris Glico

Madia Sargent, MSC, GTP

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