Animal Advocacy
Dena Brown
Senior Global Leader
Tampa,FL
Summary
Experienced Senior Manager with a demonstrated history of elevating quality and performance in global SaaS operations. Over 14 years of experience in HR/Payroll and SaaS, including more than 8 years leading the Global Quality Learning and Performance team at Dayforce. Proven track record in driving client satisfaction, enhancing operational efficiency, and implementing robust quality programs across diverse products and services. Adept at managing global teams, fostering cross-functional collaboration, and utilizing analytical skills to deliver strategic solutions. Encouraging manager and analytical problem-solver with strengths in team building, leadership, motivation, customer relations, and relationship-building. Proficient in independent decision-making and sound judgment, consistently positively impacting company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to impact company success positively. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
21
21
years of professional experience
2
2
Certifications
Work History
Senior Manager - Global Quality Learning and Performance Team
Dayforce (Formerly Ceridian)
04.2021 - 04.2024
- Directed global teams responsible for coordinating internal and external calibration calls across multiple products including Dayforce SaaS, Managed Services, Payroll, Tax, and Social Media.
- Elevated Client's NPS/OSAT scores by + 12 within 3 months by deploying non-specialist employees to audit interactions from a customer-centric perspective (Net Promoter Score).
- Grew Quality Team to meet company expansion demands without additional headcount by implementing rotational job opportunities for cross-training multilingual SMEs and prioritizing workload
- Implemented auditing and coaching protocols for various HR books of business
- Ensured consistency, adherence to standards, and continuous performance improvement
- Reviewed and ensured alignment of all Quality Companion auditing processes and documentation with predefined standards and protocols, providing final approval for implementation upon confirming their accuracy and compliance.
- Led client calibrations, conducted Root Cause Analysis for NPS detractors, and coordinated with clients and Success Managers to stabilize accounts, addressing concerns and providing tailored solutions
- Identified trends, closed training gaps, and led Knowledge Base improvements by reviewing all monthly reports disseminated to senior leadership, allowing informed decision-making, strategic adjustments, and continuous improvement initiatives to be implemented
- Launched quality programs globally for Ceridian and vendor locations, involving strategic planning, meticulous execution, continuous monitoring, and effective communication to ensure successful implementation and sustained effectiveness
- Resolved problems by using strong analytical and problem-solving skills
- Helped employees by using different tools and internal resources, along with best practices, to find effective solutions for the business.
Quality Operations Support Manager
Dayforce (Formerly Ceridian)
08.2017 - 03.2021
- Directed quality assurance processes and teams, leveraging expertise in quality management, leadership, and problem-solving to ensure products met customer expectations
- Led strategic planning, process improvement initiatives, and cross-functional collaboration to drive continuous improvement and enhance organizational performance
- Managed a team of 10 exempt and non-exempt quality staff across North America, overseeing auditing and coaching activities in alignment with guidelines for diverse books of business along with KPMG/SOX compliance
- Authored Quality Companion auditing processes and documents, encompassing analysis, design, documentation, collaboration, training, and continuous improvement efforts to ensure effective implementation and alignment with industry standards and regulations
- Boosted performance by analyzing trends to identify and close training gaps, providing continuous improvement support to help teams meet job demands, and improving the Knowledge Base to provide accurate and updated information
- Conducted interviews, managed the hiring process, performed regular performance reviews, and conducted one-on-one sessions with team members frequently.
- Removed barriers and limitations by fostering collaboration among functional teams, facilitating problem-solving workshops to identify and address root causes, and implementing solutions to better service customers, resulting in improved overall customer satisfaction and operational efficiency.
Quality Analyst
Dayforce (Formerly Ceridian)
08.2010 - 07.2017
- Established new onsite Quality Team from inception, overseeing all aspects including interviewing, hiring, strategic planning, and implementation to ensure alignment with organizational objectives
- Utilized Voice of the Customer (VOC) and Net Promoter Score (NPS) survey insights for coaching and continuous improvement initiatives, driving enhanced customer satisfaction and service quality
- Assigned and managed work assignments for 10 employees, ensuring team adherence to processes and best practices through regular auditing, resulting in optimized productivity and sustained quality standards
- Managed quality programs for Tata Consultancy Services (TCS) and FIS vendors by closely collaborating with partners, establishing auditing processes, and aligning standards to enhance customer satisfaction
- Launched quality programs for new international locations through comprehensive assessment, customized planning, tailored training, meticulous implementation, and continuous evaluation, ensuring alignment with local needs and operational excellence
- Chosen as Speech Analytics SME, implementing and testing Verint and Calabrio systems, building forms and categories to enhance customer interaction insights and inform data-driven decision-making processes.
Education
Some College (No Degree) - Business Management
University of Phoenix
OnlnieSkills
- Global Team Management and Recruitment
- Senior Operations Management
- Data Analysis and Presentations
- Strategic Planning
- Compliance/Program/Vendor Management
- Global Committee(s) Leader
- Cross-functional Collaboration
- DEI Thought Leader
- Problem-Solving and Collaboration
- Cross-functional Team Coordination
Leadershipandphilanthropy
- Co-Chair, Ceridian Women's Network ERG (Empower)
- Member, Ceridian Cares Foundation Grant and Giving Committee
- Steering Committee Member and Site Administrator, Ceridian YOUnity Pride Cultural Team
- Recipient, Ceridian "Making Great Happen" Award
- Dog Advocate/Volunteer, Husky Haven of Florida
Certification
PMP - Project Management Institute (PMI)
PHR - Professional in Human Resources (SHRM)
Accomplishments
- Supervised team of 16 staff members and leaders.
- Achieved global auditing by introducing Calabrio for team tasks and reporting.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
RemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid time off4-day work weekFlexible work hoursWork from home optionStock Options / Equity / Profit SharingPersonal development programs401k matchInterests
DEI Initiatives
Community Poverty
Diversity, Equity and Inclusion
Hello,
For the past five years I have Co Chaired the Global Women's Network (Empower) for my last employer. Our ERG group consisted over 700 employees. We were responsible for bringing meaningful content month. Our sessions would include paid speakers, internal employee leaders up through our CEO level, educational content and networking options. Since this was a global committee, I had to be flexible and present many late night sessions for other parts of the world to ensure inclusivity.
Software
Calabrio
Verint
Salesforce
SharePoint Administrator
Miro
CRM
Power BI
Quote
When we believe that life is a competition, we see scarcity everywhere. When we believe in abundance, we see opportunities for collaboration and possibility.
The Art Of Possibility
Timeline
Senior Manager - Global Quality Learning and Performance Team
Dayforce (Formerly Ceridian)
04.2021 - 04.2024
Quality Operations Support Manager
Dayforce (Formerly Ceridian)
08.2017 - 03.2021
Quality Analyst
Dayforce (Formerly Ceridian)
08.2010 - 07.2017
Some College (No Degree) - Business Management
University of Phoenix
Affiliations
- ASQ (American Society for Quality)
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