Summary
Overview
Work History
Education
Skills
Certification
Timeline

DANIEL LOUIDOR

Orlando,FL

Summary

  • Completed the prestigious McKinsey Leadership Program.
  • Oversaw the successful rollout of our GBS Account Managers within East Up Market
  • Served as the Major Accounts East Region coordinator for Partner Advantage clients helping facilitate the transition of hundreds of new logos in a timely and efficient manner.
  • Aligned Leader for Home Health Aid franchises and maintaining high satisfaction among this group.
  • Served as the Major Accounts Leader for SAGE/VAR clients
  • Consistently boast high Associate Engagement Scores

Overview

7
7
years of professional experience
1
1
Certification

Work History

Client Service Manager

ADP
09.2021 - Current
  • Managed business portfolio valued at $38 million.
  • Supervised team of 10-18 Account Managers with different backgrounds and abilities.
  • Encouraged mutual support and teamwork within Account Manager group.
  • Handle multiple client escalations of varying complexity
  • Monitored account manager phone performance by evaluating key metrics including ASA, Call Handle Time, Match Rates, and overall availability.
  • Collaborated with HR Business Partner to manage associate performance.
  • Executed outreach programs to strengthen client relationships.
  • Monitored and coordinated Account Manager PTO with assistance from RPC.
  • Managed the process of reviewing, editing, and approving Associate timecards.
  • Created a supportive workplace culture that empowered Account Managers to excel and secure promotions.
  • Aligned efforts across departments to maintain high levels of client satisfaction.
  • Fostered a sense of purpose to improve client satisfaction.
  • Strengthened client relationships by addressing issues efficiently.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
  • Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
  • Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
  • Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
  • Created customer support strategies to increase customer retention.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Coached team members on best practices for exceptional customer service, boosting overall performance levels.
  • Reduced turnaround times on client requests by streamlining work processes.
  • Collaborated with cross-functional teams for better service delivery and client experience.
  • Initiated feedback loops for continuous learning from both internal teams and external clients.
  • Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.

Senior Account Manager

ADP
01.2019 - 09.2021
  • Developed long-lasting client relationships by providing exceptional customer service and support.
  • Managed a large volume of incoming calls, service tickets, and emails effectively.
  • Enhanced communication between departments for more effective problem-solving and collaboration.
  • Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
  • Provided extensive support in sales, technical and business areas to key accounts.
  • Developed deep knowledge of customer businesses and relationship to company objectives.
  • Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
  • Mentored junior account management professionals to develop skills and increase company revenue.
  • Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
  • Provided valuable input during product development discussions, ensuring alignment with customer needs and expectations.

Client Support Specialist

ADP
04.2018 - 01.2019
  • Partnered with multiple groups to tackle client problems successfully.
  • Consistently met and exceeded performance metrics, achieving high levels of customer satisfaction.
  • Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
  • Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
  • Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
  • Conducted case management activities and services with multidisciplinary team.
  • Managed multiple tasks simultaneously, ensuring all deadlines were met without compromising quality standards.
  • Interacted with team members across departments to research and resolve customer issues.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Expanded product knowledge by participating in ongoing training sessions and staying informed on industry updates.
  • Responded proactively and positively to rapid change.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Education

Bachelor Of Business Administration - Business

University of Central Florida, Orlando, FL
12.2017

Minor in Sports Business Administration

Skills

  • Client relationship building
  • Exceptional communication
  • Training and mentoring
  • Team building
  • Schedule management
  • Account management
  • Inter-department collaboration
  • Handling escalations
  • Call monitoring
  • Project management
  • Performance evaluations
  • Report preparation
  • Service delivery optimization
  • One call resolution

Certification

  • Leader Labs Certification
  • McKinsey Leadership Program Certification

Timeline

Client Service Manager - ADP
09.2021 - Current
Senior Account Manager - ADP
01.2019 - 09.2021
Client Support Specialist - ADP
04.2018 - 01.2019
University of Central Florida - Bachelor Of Business Administration, Business

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DANIEL LOUIDOR