April Saunders

• Delivered substantial revenue growth of 76% on a yearly basis for the Garnishment product offering
• Drove substantial revenue growth of 46% for the Human Resources product offering.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
• Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
• Developed new employees and on-going performance assessment of current employees.
• Introduced innovative ideas that led to increased efficiency in managing complex client accounts.
• Mentored junior HR professionals on best practices within the field, contributing to their professional development journey as future leaders in the industry.
• Developed promotional paths and succession plans.
• Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
• Managed complex HR projects, leading to increased organizational effectiveness and collaboration.
• Developed strategic plans for business growth, enabling the company to expand its market share and increase revenue.
• Reviewed financial and operational reports on regular basis to make effective decisions.
• Led, supervised and provided strategic direction for workforce of 40+ employees and 3 team leaders.

• Effectively managed a team of seasoned and newly promoted relationship specialists; responsible for the quality of retentIon efforts and creating client advocacy, ensuring outstanding performance
• Streamlined escalations process from corporate, senior leadership and social media channels
• Provided vision and leadership to implement loyalty and retentIon initiatives in every stage of the client lifecycle
• Created and maximized the central core market's loyalty strategy across all channels to enhance the client experience
• IdentIfied opportunities to engage relationship specialists to reduce churn
• Led and delivered projects to improve client engagement, drive the value of ADP products and increase revenue across client segments
• Responsible for YOY loss results
• Delivered negative growth of 3M against plan for fiscal 21
• Partnered cross functionally with sales, product and finance teams to build pricing strategies for client base
• Responsible for presenting on pricing initiatves, project managing offers and feedback across the business unit and reportIng on results
• Analyzed daily financial reportIng and user functIonality success to understand client experience and loss drivers
• Presented interactIve sessions across departments to share trends, identIfy opportunities for change leadership guidance and offer solutions for process improvement
• Celebrated, Incentivized and rewarded client loyalty team through strategic key performance indicators resulting in improved associate engagement and retentIon
• Served as escalatIon point for complex client issues
• Coordinated internally with leadership on critIcal implementation and/or service issues, and follow up for client resolution.

• Led a high performing team to exceed client expectations, meet client and associate retention goals while achieve key performance indicators (KPIs) within the fast-paced environment of Major Accounts Client Services
• Served as an escalation point for clients and sales team; focused on restoring the trust in the client relationship while driving improved call strategies and case resolution for service team
• Leveraged leadership skills and relationships to build an off-site development day for support staff to foster growth, associate retention, and engagement in the role prior to year-end.
• Developed cross-functional partnerships with product, Implementation, sales, and support teams to remove obstacles for exceptional client experience.
• Improved transaction sand relationship survey results by 7% across client service teams.

• Led a team of 8-12 front line associates; successfully guided through change management while partnering to create Norfolk location.
• Proven ability to thrive in ambiguous environments
• Recruited and retained top talent, trained several waves of new hires to ADP culture and metrics with ramp up time of 6-12 months
• Served as actIng back up to other leaders; provided leadership guidance to team members, leading initiative meetings and ensuring high performance in all areas of KPIs.
• Created and launched small business associate engagement group 'EPIC' within first 3 months of tenure with ADP
• Successfully collaborated with small business Implementation and Service on events to encourage and inspire engagement
• Collaborated to launch Professional Branding Presentation; coordinated presentations across operations resulting in improved culture business acumen for college graduate hires and tenured employees.
• Professional Branding Presentation evolved into Diversity Pillar for OneADP Site 'Dress for Success Event'.

• Provided leadership guidance and direction to team of 15 employees regarding all aspects of human resources.
• Collaborated with peers to establish best practices regarding policy interpretation, development in training programs, grievances, and general human resources management.
• Represented the organization in collaboration with other executive leadership on task forces, recruitment, and educational efforts
• Enhanced employee retention by implementing effective onboarding and training programs.
• Developed performance review processes that promoted continuous improvement, leading to higher levels of productivity across departments.
• Implemented succession planning initiatives to ensure seamless leadership transitions during organizational changes or retirements.
• Streamlined HR processes for increased efficiency and reduced errors through the development of comprehensive policies and procedures.
• Generated detailed reports on key HR metrics, providing valuable insights into departmental performance trends over time.

Led a team of 12-15 front line associates in developing a culture focused on daily and monthly performance

• Associate Engagement leader responsible for collaborating and organizing events for credit card collection department (150 associates 10-15 leaders)
• Coached, developed, and inspired associates to exceed standards of client services
• Spearheaded project to streamline performance reviews and feedback tasks; reducing administrative tasks by 35%
• Collaborated with internal and external stakeholders to deliver on the vision and strategy for a portfolio of financial products.