Summary
Work History
Skills
Timeline
Generic

Lisanette Serrano

Sr. Client Service Manager
Lake Worth,FL

Summary

Senior client service manager at ADP TotalSource with strong expertise in compliance and regulatory matters. Demonstrated ability to enhance client satisfaction through strategic service delivery and effective team leadership. Proficient in KPI development and conflict resolution, achieving significant cost reductions while optimizing processes and building robust client relationships.

Work History

Senior Client Service Manager

ADP TotalSource
01.2001 - Current
  • Advanced from 401(k) Plan Specialist to Senior Client Service Manager, leading strategic service delivery for a Multiple Employer Retirement Plan serving 6,000+ clients.
  • Directed South Regional team, leading up to 25 associates in client services and retirement plan operations, enhancing team effectiveness.
  • Developed and implemented KPIs and performance metrics, resulting in improved service delivery and increased customer satisfaction.
  • Resolve high-level client escalations, restoring trust and strengthening long-term relationships.
  • Serve as subject matter expert on complex compliance topics, including Control and Affiliated Service Groups, payroll, and fringe benefits.
  • Collaborate cross-functionally with legal, finance, HR business partners, payroll teams, and external recordkeepers to ensure accuracy and compliance.
  • Oversee compliance testing and manage annual regulatory processes, including 5330 Excise Tax filings and plan deconversions.
  • Achieved annual cost reductions through strategic planning and process optimization, optimizing vendor relationships.
  • Recruit, hire, and onboard talent while contributing to department-wide hiring strategies.

Human Resources Manager

Hotel Nikko USA Inc
01.1987 - 01.2000
  • Directed HR operations for corporate and hotel teams across North America, supporting up to five hotel properties and a corporate staff of 50.
  • Oversaw full-cycle recruitment, onboarding, and training across multiple locations.
  • Managed employee relations by conducting investigations, administering disciplinary actions, and overseeing terminations to ensure fair practices.
  • Created and implemented HR policies and procedures, ensuring compliance and operational efficiency.
  • Coordinated with legal and international teams to facilitate processing of J-1, L-1, and K-1 visa applications, supporting compliance with immigration regulations.
  • Administered health and retirement benefits; served as Plan Administrator for the retirement program.
  • Led merger of five employer retirement plans into a single multiple employer plan, streamlining administration and enhancing plan offerings.
  • Managed departmental budgets for HR and general administration.
  • Participated in union contract negotiations and related investigations.

Skills

  • Client Relationship Management
  • Regulatory compliance
  • 401(k) administration
  • Risk management
  • Process optimization
  • KPI development
  • Team leadership
  • Cross-department collaboration
  • Training development
  • Escalation & Conflict Resolution
  • Negotiation skills

Timeline

Senior Client Service Manager

ADP TotalSource
01.2001 - Current

Human Resources Manager

Hotel Nikko USA Inc
01.1987 - 01.2000

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Lisanette SerranoSr. Client Service Manager