DAVID NEWMAN

Leading all-in-one Digital, platform for small and medium businesses. Designed as the single source of truth for managing the modern workforce, Zenefits delivers a complete, all-mobile HR experience by tightly integrating HR, Payroll, Benefits, and Compliance applications on the Zenefits platform

• Responsible for book of business of $2.5+ Million in ARR and over 1,500+ SMB clients annually
• Leads team of 30 Implementation Managers and Payroll Associates collectively
• Streamlined customer communication through automation leading to a 20% decrease Time to complete (TTC)
• Implemented structured metrics improving quarter over quarter configuration times from 28 to 25 days on average through account ownership
• Scaled offshore operations creating costs savings of $300,000 annually
• Created scalable training program for new hires allowing 8 new employees to ramp simultaneously in multiple hiring classes
• Collaborates with Product and Engineering to address product and process enhancements with goal of creating scalable self-service solution
• In Progress: Developing post Implementation quality initiatives to increase platform adoption and reduce churn; Driving product towards full self service for certain Implementations; Monetizing Implementations

• Demonstrated expertise in client management by guiding clients through complete implementation process while serving as single point of contact
• Carried out alignment of objectives across project deliverables, triaging and resolving issues, and educating clients on platform utilization
• Directed and managed all stages of up to 30 simultaneous software implementation projects
• Monitored completion of project milestones and actionable items while composing and delivering detailed weekly project status reports to senior management
• Designed, directed, and successfully completed more than 900 projects within five years while ranking in top 5% of department with 90% Net Promoter Score (NPS)
• Recognized for attaining all-time high client retention rate of 95%
• Facilitated development and retention of over $7.46 Million in ARR
• Designed, established, and lead cross-departmental training, ensuring current knowledge and methodologies
• Achieved Core Value Award Winner, Making Zenefits a Great Place to Work 2017.

Residential Mortgage Company with over 2,800 employees

• Served as primary point of contact for over 1,000 clients and agents while administering monthly pipeline of $3 million
• Pioneered multiple monthly projects with concentration on meeting deadlines while consistently maintaining highest level of customer service
• Collaborated on design and establishment of streamlined loan process to obtain loan approval upon initial submission
• Educated and mentored in-house support staff, creating productive and efficient team.

100-year old family owned commercial bank

• Received nomination for outstanding customer service through promoting inside bank services and consistently exceeding monthly goals
• Instructed, guided, and directed numerous employees, supporting branch and corporate initiatives
• Reviewed, assessed, and ensured full resolution to all customer inquiries, thus reducing client turnover
• Ascertained and secured cross product sales opportunities in order to broaden customer relationships
• Investigated and mitigated potential risk exposure and developed strengthened branch procedures, which resulted in higher annual audits
• Expertly trained all new employees and performed lead supervisor duties
• Diligently managed highly confidential information and demonstrated effective decision-making skills.