- 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

St. Johns River Water Management District

Human Resources Consultant

•	Implement Learning and Development strategy; assess workforce needs and source/design/create solutions to meet the needs.
•	HR budget planning / allocation; meetings, workshops, and training sessions to support LD process and programs. 
•	Provide assessments, coaching, and individual development planning guidance to
support individual career development and team effectiveness; design materials and
training to support supervisors and staff.
•	Implement Performance Management strategy including performance goal creation and measurements.
•	Facilitate focus groups, meetings, training pertaining to Performance Management
•	Compensation and job classification including position descriptions. 
•	Employee Relations, consult with managers on District policy and meet with staff and leaders on various HR issues.
•	Provide support on Recruitment by developing selection criteria, interview questions, and corresponding workflow and materials.

Senior Human Resources Analyst

•Management of staff, including: Recruiting, interviewing, hew hire orientation, development of performance and metrics to monitor associates performance. Continuous processes improvement, conducting root cause analysis and monitoring processes for optimal efficiencies. 
•	Accountability for staffing rapidly growing Vantage team:
- Defined job descriptions, identified and optimized talent chain, interviewed and evaluated candidates.
- Successfully selected top talent for 80+ Senior and Associate HCM Consultants, Client Account Executives, Team Leads and TDM’s with advanced technical knowledge of Payroll, E-Time, Human Resources, and Benefits for various geographical and remote locations.
- Developed interview guide for the Talent Development Managers.
•Responsible for assignment of staff based on knowledge and understanding of project scope and associate’s skill sets.
•Ensure associates achieve and/or maintain applicable product or industry certifications, and promote learning solutions to bridge any gaps. Responsible for the deployment of processes in support of performance standards to ensure excellent client service.
•Responsible for implementation and monitoring of operational metrics to evaluate associates performance.

Talent Development Manager

• Utilized ADP product knowledge and Leadership experience to supervise the day to day operations of the TimeSaver On Demand (TSOD) team and clients.  Involved in achieving overall client satisfaction along with motivating associates to achieve strategic goals of the Solution Center.
• Managed staff, including: recruiting, interviewing, on-boarding, development of performance and metrics to monitor associates performance. 
• Managed and attended career fairs to identify candidates for difficult to fill positions. 
• Administered 1-on-1 quarterly meetings with consultants, providing performance related feedback. 
• Managed the performance management process; working with other members of management to incorporate feedback and create individual development plans to improve performance.
• Involved in achieving overall client satisfaction along with motivating associates to achieve strategic goals of the service center.  Convey client feedback to internal functional leaders to improve client experience.  
• Maintained call/case log information through ADP CRM systems and utilize other databases and resources as needed. Serve in mentoring role to newer departmental consultants.

TSOD Solution Center Team Lead

Harden & Associates

• Managed the recruitment function across multiple business units including IT, Finance and Accounting, Commercial Insurance, Employee Benefits and Personal Insurance, Administrative, and HR.
• Utilized a variety of methods to source for top talent, including web-based sourcing, internet postings, internal and external networking, career fairs, and referral programs.
• Greatly enhanced candidate screening by working closely with hiring managers to understand their business requirements. Reduced average days-to fill positions by 25%. 
• Managed web-based Applicant Tracking System; created assessment tests, connection links to external job sites, and producing reports and metrics for Executive Management.  
• Managed the performance management process; worked with staff and members of management to incorporate feedback and create individual development plans to improve performance.
• Proposed, published and interpreted personnel policies; provided training to associates and management regarding technical business processes, policies, workflows and HR policies.
• Directed new hire process and on-boarding process to ensure smooth integration into the firm.
• Managed the benefits and payroll administration utilizing ADP/HRB solutions.

Senior Human Resource Manager

Jacksonville Aviation Authority

•Directed employee and management training; monitored and evaluated performance and transfer of knowledge into the workplace.
•Provided customer service statistics to Executive Management; addressed issues and identified opportunities for improvement.
•Managed and controlled expenditures; conformed to budgetary requirements.
•Selected, evaluated and implemented the Performance Management Program; provided technical training.
•Conducted training needs analysis and provided staff development that enhanced the effectiveness of employee performance in achieving the Authorities’ strategic business goals and objectives.
•Implemented and successfully managed the Customer Service Experience Survey through the Airports Council International-North America.  Resulted in JAA receiving recognition as the number one ranked airport in North America for Customer Service and Friendliness.

Organizational Development and Customer Service Manager

University of Mississippi Medical Center

•Provided professional leadership, supervision and oversight to the Human Resources In-Processing department; included new employee on-boarding, work allocation, technical training, problem resolution and performance evaluations.
•Team member of the successful implementation for Lawson Human Resources system; included the development of In-Processing user requirements, employment application, personnel action, requisitions, position maintenance, system testing and user sign-off.
•Compiled and maintained faculty workforce analysis that supported the organizational Affirmative Action program.
•Evaluated and maintained faculty related affairs that included faculty appointments, recruitment, new faculty orientation and maintenance of data.
•Processed and generated faculty contracts; ensured compliance with University policies and procedures.  Issued annual renewal of faculty and department head contracts based on approved annual budget.
•Compiled and presented Human Resources agenda items for monthly Board as related to faculty and staff, new employment of personnel, changes, terminations, appointments, sabbaticals, necrologies and nullifications to be submitted to Institution of Higher Learning.

Human Resources Supervisor

Specialties: Organizational Development, Process Improvement, Performance Management, HRIS, Succession Planning, Employee Relations, Employment Contracts, Benefits and Payroll.

taplio

The Battle

Chris Glico

Terrie Simmons, PHR, CERS, SHRM-CP

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