Hi, I’m
ADRIAN DIRENY
Atlanta,GA
Summary
Accomplished in leading high-performance teams, I drove TrueBlue's client strategy to achieve a 95% revenue impact goal through effective partnership development and data analytics. Expert in fostering customer success and operational excellence, my leadership spans across significant roles, notably enhancing client satisfaction and retention metrics.
Overview
25
years of professional experience
Work History
TRUEBLUEAtlanta, GA
CLIENT STRATEGY DIRECTOR
10.2021 - Current
Job overview
- Lead a team of 4 CSMs, 60 associates that support North America and Canada (startup team of 5)
- Client Book of Business 50 million dollars for multiple client operation
- Provide frequent feedback to the VP/Executives for operational developments (NPS)
- Resolve clients' concerns immediately by coaching methods to increase efficiency
- Implemented processes improvements, retention strategies, and solutions with Sales and cross functional stakeholders
- Monitor department opportunities and eliminated recurring issues by active communication, coaching, and strategy meetings
- Ensure customer success is measurable through net promoters by understanding customer experience and value of utilizing technology services
- Maintain an elevated level of client retention and satisfaction of account management
- Built strong avenues with internal partners with sales, implementation, and service (Partnership)
- Retention Retain Goal- 90%
- Revenue Impact Goal Achieved -95 %
- NPS Score- 9, Service Delivery
AUTOMATIC DATA PROCESSINGAugusta, GA
CLIENT SERVICES DIRECTOR
04.2016 - 02.2021
Job overview
- Managed 9 CSM’s, 250 associates in multi locations within North America contact center
- Managed the objectives, product delivery, and sales goals for 1400 client accounts ($350 Million Book of Business/Portfolio) for distribution of implementation B2B, HR, Benefits, and Payroll technology systems
- 180,000 cases and 600,000 client calls annually
- Executed red lining contracts on modifications/changes on client’s renewal accounts
- Established productive, professional relationships with key personnel in assigned customer accounts
- Client facing for QBRs and key point for client escalations
- Monitored NPS and tNPS scores for client satisfaction of product delivery and services
- Responsible for the operational vision and execution of all key client relationship requirements with account management and service levels
- Responsible for continuous training for all associates
- Fostered continuous improvement to support growth and reduce retention
- FY17- Saved/Retained 37 Accounts yielding $7 Million
- FY18- Saved/Retained 28 Accounts: yielding $5 Million
CHAMBERLAIN GROUPAtlanta, GA
DIRECTOR OF OPERATIONS
08.2012 - 12.2015
Job overview
- Managed 4 Operations Managers, one hundred associates in a 300,000-sq
- Ft
- Service center
- Made all sound decisions for the southeast region and Caribbean shipping and Transportation needs for fulfillment of 3PL operations teams
- Managed the entire operation of the assigned facility which included safety (OSHA), human resources (managed a 40-million-dollar budget), associate engagement, quality, production, transportation, maintenance, engineering, and community relations
- Led a Cost Saving Kaizen Initiative that resulted in the reduced transportation cost, resulted in a $20K annualized P&L savings
- Increased productivity and customer satisfaction, 10% over prior year for two consecutive years
- Strategy Development & Continuous Improvement
- Number one Service Center out of seven in the organization’s distribution network
PHILLIPS-VAN HEUSENJonesville, NC
SENIOR FULFILLMENT OPERATIONS MANAGER
02.2010 - 09.2011
Job overview
- Managed 7 Supervisors and three hundred associates in a 700,000-sq
- Ft
- Distribution Facility supported e-commerce business
- Reviewed business proposals, identified issues, risk and opportunities
- Executes financial due diligence and explains ramifications of findings and recommendations for daily operations and work with 3rd Party logistic accounts
- Maintained communication with project stockholders and managed expectations
- Develop and present reports on distribution project progress
- Develop and implement standard operating procedures (SOPs)
- Developed, implemented, and managed effective compliance programs, system applications, safety, environmental, DOT standards, transportation regulations and security protocols to ensure compliance with all federal, state, and local regulations
AVON PRODUCTS INCORPORATIONAtlanta, GA
MERCHANDISE CONTROL QUALITY MANAGER
01.2005 - 01.2010
Job overview
- Managed 5 Supervisors and 200 associates on the 1st, 2 nd, and 3rd Shift of an 800,000-sq
- Ft
- Distribution Facility
- Developed project plans for central distribution and/or the corporate inventory control department in Warehouse
- Implemented appropriate safety regulations for the facility
- Led and coordinated 1800 associates in a companywide project training plan, created financial models, and defined appropriate financial measures
- Identified opportunities and risk and recommended alternatives
UNITED STATES ARMYFort Bragg, NC
TRANSPORTATION MANAGER (E-6)
01.2000 - 01.2004
Job overview
- Monitored operations to transportation movement but air, land, and rail (TMS systems used)
- Ensured staff members comply with administrative policies and BOLs, Manifest, safety rules, union contracts, and government regulations with Warehouse and Transportation Management Systems
- Certified Load Master and Hazmat certified
Education
Strayer UniversityAtlanta, GA
MBA from Supply Chain Management
06.2006
American Intercontinental UniversityAtlanta, GA
B.A. from Marketing
10.2004
University Overview
GPA: Summa cum Laude
Skills
- Data analytics
- Partnership development
- Customer segmentation
- Brand strategy
- Cross-functional team leadership
- Corporate governance
Certifications
- Certified Scrum Master, 01/01/24, Atlanta, GA
- Green Belt Certification, 01/01/19, Atlanta, GA
- Project Management Certification, 01/01/10, Atlanta, GA
- APICS Certification, 01/01/07, Atlanta, GA
Timeline
CLIENT STRATEGY DIRECTOR
TRUEBLUE
10.2021 - Current
CLIENT SERVICES DIRECTOR
AUTOMATIC DATA PROCESSING
04.2016 - 02.2021
DIRECTOR OF OPERATIONS
CHAMBERLAIN GROUP
08.2012 - 12.2015
SENIOR FULFILLMENT OPERATIONS MANAGER
PHILLIPS-VAN HEUSEN
02.2010 - 09.2011
MERCHANDISE CONTROL QUALITY MANAGER
AVON PRODUCTS INCORPORATION
01.2005 - 01.2010
TRANSPORTATION MANAGER (E-6)
UNITED STATES ARMY
01.2000 - 01.2004
Strayer University
MBA from Supply Chain Management
American Intercontinental University
B.A. from Marketing
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