Lorenzo Guzman
Eastvale,CA
Summary
Operations and client service leader with extensive experience directing high-volume client portfolios, leading cross-functional teams, and improving customer experience through operational excellence. Proven ability to manage escalations, implement workflow improvements, develop training programs, and analyze service metrics to drive client success, adoption, and retention. Experienced in collaborating with compliance, fraud, client services, and implementation teams to resolve complex issues and support organizational initiatives. Bilingual in English and Spanish and highly proficient in Microsoft Office, CRM platforms (Salesforce, Jira), and AI tools (ChatGPT).
Overview
18
18
years of professional experience
Work History
Principal Client Success Executive
ADP – Wisely by ADP
01.2019 - 01.2025
- Increased product adoption across 6,000+ client organizations, as measured by platform utilization and adoption metrics, by developing customer success strategies and leading enterprise-wide digital pay solution migrations.
- Improved program implementation success, as measured by on-time launches and adoption rates, by coordinating cross-functional teams and managing stakeholder communication throughout implementation initiatives.
- Strengthened long-term client relationships with executive stakeholders, as measured by consistent client renewals and account stability, by serving as a trusted advisor and escalation contact for senior client leadership.
- Reduced client churn risk and improved retention, as measured by stable renewal agreements and improved account health metrics, by proactively identifying adoption gaps and delivering tailored client education and success strategies.
- Supported successful product enhancements, as measured by improved platform readiness and adoption rates, by collaborating with internal product teams during User Acceptance Testing (UAT) and system implementation initiatives.
Client Service Manager
ADP – Wisely by ADP
01.2016 - 01.2019
- Improved client success outcomes across 6,000+ enterprise accounts, as measured by increased client satisfaction and retention metrics, by leading and coaching a team of 16 account managers supporting complex client portfolios.
- Reduced customer escalation resolution time, as measured by improved SLA compliance and response times, by serving as the primary escalation contact and orchestrating cross-functional collaboration during critical client issues.
- Identified client experience trends and retention risks, as measured by reduced recurring issues and improved service stability, by conducting escalation trend analysis and partnering with fraud, compliance, and implementation teams.
- Improved account health and service consistency, as measured by improved operational metrics and client feedback, by implementing service standards, workflow improvements, and coaching initiatives for client-facing teams.
- Increased service accuracy and knowledge adoption, as measured by reduced support errors and improved resolution rates, by designing team training programs and publishing knowledge base documentation.
Account Manager
ADP – Wisely by ADP
01.2013 - 01.2016
- Improved client retention across a diverse enterprise portfolio, as measured by long-term client renewals and positive satisfaction metrics, by serving as the primary account contact for operational support, service inquiries, and escalation management.
- Increased product adoption and onboarding success, as measured by improved implementation timelines and platform utilization, by coordinating cross-functional collaboration between implementation, sales, and service teams.
- Identified client growth opportunities, as measured by expanded service usage and additional program adoption, by recommending upsell and cross-sell solutions aligned with client operational needs.
- Improved account health and operational stability, as measured by reduced service disruptions and improved resolution timelines, by analyzing account performance metrics and recommending workflow improvements.
- Maintained regulatory compliance and reporting accuracy, as measured by successful audit outcomes and documentation standards, by managing client records, operational reports, and program documentation.
Call Center Operations Leadership
ADP – Wisely by ADP
01.2009 - 01.2013
- Improved call center performance and customer experience, as measured by achieving service level KPIs and operational targets across a 100+ employee organization, by directing workforce planning, monitoring service metrics, and optimizing call center workflows.
- Reduced escalation volume and improved client satisfaction, as measured by faster issue resolution and improved service metrics, by acting as the senior escalation leader managing complex customer issues including fraud investigations and high-risk account matters.
- Strengthened compliance and operational risk management, as measured by successful internal audits and regulatory reviews, by partnering with compliance and risk teams to manage BSA-related escalations and reporting requirements.
- Increased service quality and associate performance, as measured by improved customer satisfaction scores and reduced service errors, by implementing quality monitoring programs and call review frameworks.
- Accelerated new hire readiness and knowledge adoption, as measured by faster onboarding completion and improved associate performance metrics, by developing training programs, knowledge management resources, and workflow documentation.
Director of Guest Services / Front Office Operations
Hotel Menage
Anaheim, USA
01.2007 - 01.2009
- Improved guest satisfaction and repeat business, as measured by positive service ratings and guest feedback, by leading front office, concierge, bell, and valet teams in a high-volume hospitality environment.
- Reduced guest complaints and improved service delivery, as measured by improved guest feedback and operational consistency, by implementing standardized service training and operational procedures.
- Strengthened team performance and retention, as measured by improved employee engagement and reduced turnover, by recruiting, coaching, and developing a team of 20+ service employees.
- Maintained departmental performance targets, as measured by labor cost control and budget adherence, by managing staffing schedules, operational workflows, and service recovery initiatives.
Education
High School Diploma -
Valley High School
Santa Ana, CASkills
- Customer Success Strategy
- Client Retention & Churn Reduction
- Product Adoption Metrics
- Executive Stakeholder Management
- Upsell & Cross-Sell Opportunities
- Account Management
- Escalation Management
- SLA Performance
- Cross-Functional Collaboration
- CRM Platforms (Salesforce, enterprise systems)
- Microsoft Office Suite
- AI Productivity Tools (ChatGPT, Gemini)
- Training & Knowledge Management
- Performance Metrics & Reporting
Timeline
Principal Client Success Executive
ADP – Wisely by ADP
01.2019 - 01.2025
Client Service Manager
ADP – Wisely by ADP
01.2016 - 01.2019
Account Manager
ADP – Wisely by ADP
01.2013 - 01.2016
Call Center Operations Leadership
ADP – Wisely by ADP
01.2009 - 01.2013
Director of Guest Services / Front Office Operations
Hotel Menage
01.2007 - 01.2009
High School Diploma -
Valley High School