Kathy Ortiz
Maricopa,AZ
Summary
Experienced Manager consistently meeting aggressive timelines for Project goals & initiatives. Proven ability to lead, organize, and motivate a dynamic team based on trust and mutual respect. Servant Business leader with collaborative communication, presentation and decision-making capabilities.
Overview
24
24
years of professional experience
Work History
Manager Client Svc & Prod Supt
ADP
07.2021 - Current
- People Leader to associates that handle Time & Attendance and Time Off Migrations
- Ensure client satisfaction via survey post upgrade
- Quality Assurance of data migration
- Trained my new team on ezlabor, Essential Time and Time Off (cross training)
- Cross trained within the team and off shore staff to assist/backup
- Developed SOPs for the processes
- Salesforce/Henry Knowledge Article review & update
- Compliance recommendations –When coming to this team got SBS ezlm and legal to proactively review CA Meal, OT/DT setup to correct pre-upgrade for Compliance.
- Continued work with Development and Robotics on automation of tasks
- Indirectly supervise Reporting Team in Manila, Philippines
- Oversee Process Change Team to update gaps in our processes and roll out to team
- Handle client experience with Survey Results for Upgrades. Follow up call with client and our development team to help improve the experience.
- Collaborating with Nextgen & PI Teams for the next project scope.
TotalSource Product Manager
ADP
08.2017 - 07.2021
- Onboarding new hires for TLM Implementation with TotalSource PEO WFN
- Trained new hires and internal transfers to handle implementation and Essential Time with compliance for PEO
- Successfully Manage 15 direct reports with a few contingent workers during year end needs
- Review KPI’s, metrics, event Surveys & tNPS surveys
- Associate Standout and annual reviews
- Ensure client satisfaction through internal & external concerns & escalations
- Have team participate in pilot and new product rollouts
- Review compliance with our legal team and associates
- Review and submit billing concerns
TotalSource Project Analyst II
ADP
03.2016 - 08.2017
- Start Up Department! Project Greenfield!
- Project management for Essential Time of new clients, transfers and existing client support
- Assist in development of internal TLM Billing
- Clock Ordering Process, Billing Process and create SOPs for all applicable processes, along with overlap for HR, Payroll, etc
- Support Essential Time
- Liaison to 2nd level Support
- Work with Payroll IC and IPC to prepare for client first few payrolls
- Demo and Train Essential Time to Administrators and Supervisors
- IAT Testing of new Essential Time development
Tech Solutions Team Lead
ADP
02.2013 - 03.2016
- Provide Technical Support to several ADP products; HR, Payroll, Time, Enterprise eTIME, ADP Reporting, Portal, Cert Payroll with IDI/Timebank and other products that come down the pipeline
- Rolled out Enhanced Time Support for client and internal partners
- Liaison between corporate and client/rep, put cases up to CPS/TTrack when necessary
- US Coach Project Lead for Wave 1 Reporting group in the Philippines for 3 months, trained and prepared the team for phone support
- Organize cross training sessions and additional boosters
- Pilot ROC/SME
- SME on ezLM project calls, communicate information to the team & escalate when necessary
- Resolve manager escalations, as backup manager to delegate & expedite escalations
- Provide continued Stellar Service to all clients (internal and external)
- Knowledge update from one system to another
- Educate, support and train representatives with Time and Clocks
- Mentored a few associates that continued career growth after
- Mentored within team to prepare new hires for support and set them up with access to the tools needed
TLM Technical Consultant II
ADP
07.2001 - 02.2013
- Provide 2nd level support for the TLM support team helping our clients move forward and resolve their issues
- Ambassador in the Philippines for 6 week project to train & support new hires
- Manage escalated calls/cases to ensure client satisfaction
- Creating technical documents that are user friendly for reps and clients
- Liaison between representatives and Corporate Support
- Educate, support and train representatives with Time and Clocks
- Presenter at User Group Meetings and client webinars
- Subject Matter Expert for our newest products - Workforce Now
- Collaborate in many pilots with product development & other business units- TLM ROC
- Active member of many committees; ACT, eTIME Activity committee, Process Team, Gallup Initiative Team, Relay for Life, and American Heart Walk
- Back up to management
- Admin for TLM Sharepoint
Skills
- President of Green Tempe Business Resource Group 3 years since inception Collaborate with all the other BRGs for continued partnership and
- Assist as Leader with NANO for new hires
- Responsibility- Ownership & keep to word & commitments
- Innovator – Think outside the box to see how to work smarter not harder within our continued growing company! More efficiencies as we can always get better for our team and our #Alex
- Influencer/Teacher for Standout- People tend to follow me, listen to me and learn from me Many confide in me due to my brand being respected, trusted and a good listener/advisor
- Extensive Network of connections within ADP & Followship
- Strategic Communication & Planning
- Impactful feedback & collaboration with partners & #Alex
- Effective communication and de-escalation for #Alex
- Heart Walk, Relay for Life Captain for past 24 years
- Pat Tillman Run clean up volunteer for past 5 years
- Donate Blood, Platelets and Plasma continually
Timeline
Manager Client Svc & Prod Supt
ADP
07.2021 - Current
TotalSource Product Manager
ADP
08.2017 - 07.2021
TotalSource Project Analyst II
ADP
03.2016 - 08.2017
Tech Solutions Team Lead
ADP
02.2013 - 03.2016
TLM Technical Consultant II
ADP
07.2001 - 02.2013