Brooke Cook
ADP
San Tan Valley,AZ
1
Certification
12
years of professional experience
Professional services leader shaping the operating model for Director, Professional Services through delivery governance, performance reporting, and portfolio health reviews. Brings capacity planning, workload analysis, and executive scorecards to improve implementation health and delivery consistency. Aligns cross-functional leaders from Sales, Service, and Operations around client readiness, escalation management, and scalable portfolio management.
Work History
Sr. Manager, Professional Services
2 Years 9 Months- Lead delivery across 30+ active workforce management implementations, driving client outcomes and portfolio performance.
- Pilot a redesigned client engagement model, driving a 23% increase in sales volume through stronger stakeholder alignment and implementation readiness.
- Maintain a sub-3% no-start rate through proactive capacity planning, resource management, and risk mitigation.
- Develop executive dashboards and scorecards that improve visibility into implementation health, capacity, utilization, and delivery risk.
- Optimize resource allocation through capacity and workload analysis, improving utilization and delivery effectiveness.
- Standardize implementation reporting and governance practices while partnering with Sales, Service, and Operations leaders to resolve complex escalations.
- Coach and develop implementation professionals through mentoring, performance management, and leadership development initiatives, while establishing review cadences that improve transparency and stakeholder communication.
Sr. Community Engagement Program Manager
1 Year 6 Months- Led workforce engagement initiatives supporting high-volume hiring efforts across multiple markets.
- Monitored 85% recruiting outcome trends monthly to evaluate outreach performance and guide engagement priorities.
- Tracked 13-15 community partnership touchpoints weekly to support workforce engagement planning across multiple markets.
- Built performance dashboards covering recruiting outcomes, engagement activity, and partnership effectiveness.
- Analyzed workforce and recruiting data to identify trends, strengthen talent pipelines, and refine outreach strategies.
- Established strategic partnerships with workforce boards, community organizations, and educational institutions while streamlining stakeholder communication and program management.
Manager II, Engagement & Talent Acquisition
7 Years 9 Months- Increased applicant flow by 20% through targeted sourcing strategies, community partnerships, and candidate engagement initiatives.
- Improved team productivity by 45% through workflow redesign, process optimization, and standardized operating procedures.
- Developed executive scorecards and dashboards to improve visibility into recruiting performance, workforce trends, and hiring outcomes.
- Managed workforce analytics using spreadsheets, databases, and reporting tools to support business planning and decision-making.
- Implemented process improvements that increased operational consistency, efficiency, and service delivery effectiveness.
Education
Bachelor of Arts - Organizational Leadership
Skills
Client success & professional services
Executive stakeholder management
Cross-functional leadership
Program & portfolio management
Escalation management
Workforce strategy & capacity planning
Resource optimization
Workforce analytics
Operational forecasting
Data analytics & dashboard development
KPI & performance management
Service delivery management
Governance reporting
Client onboarding
Implementation management
Portfolio governance
Executive reporting
Data storytelling
Process improvement & transformation
Change leadership
Strategic planning
Cross-functional collaboration
Operations management
Cross-functional team coordination
Troubleshooting and problem resolution
Data-driven decision making
Documentation and reporting
Operations planning
Cross-functional communication
Talent development
Budget oversight
Organizational improvement
Resource allocation
Partnership development
Organizational development
Budget administration
Market analysis
Human resources management
Reporting management
Logistics operations management
Corporate communications
Warehousing functions
Accomplishments
- 23% increase in sales volume through a pilot client engagement strategy.
- Sub-3% no-start rate across 30+ active implementations.
- 45% productivity improvement through process redesign and optimization.
- 20% increase in applicant flow through data-driven recruiting strategies.
Certification
Real Estate License
Timeline
Sr. Manager, Professional Services
ADP
01.2024 - CurrentRead More
Sr. Community Engagement Program Manager
AMAZON
07.2022 - 01.2024Read More
Manager II, Engagement & Talent Acquisition
PAYPAL
10.2014 - 07.2022Read More
Arizona State University
Bachelor of Arts from Organizational Leadership
Read More