Megan King, MBA

• Led two teams, support and implementation, ensuring efficient operations and client satisfaction
• Utilized ERP software expertise in back-office operations to streamline processes and enhance productivity
• Developed and implemented process improvements and procedures to stabilize team productivity and increase client satisfaction
• Achieved consistent month-over-month (MoM) and year-over-year (YoY) metrics, demonstrating dedication to performance
• Successfully and consistently retained clients through proactive relationship management
• Demonstrated proficiency in project management, overseeing successful project execution from initiation to completion
• Established, communicated, and measured Key Performance indicators (KPIs) and Service Level Agreements (SLAs) in alignment with client contractual agreements
• Facilitated executive-level leadership meetings quarterly to communicate team activities and achievements
• Led team staffing efforts, including interviewing and hiring process

• Investigated discrepancies between reported information received from vendors and internal records
• Generated reports on utilization rates, costs associated with different plans
• Managed and resolved client escalations
• Reviewed metrics to ensure SLAs are being met
• Delegated case work to ensure even workload distribution
• Created process improvements towards client intake procedures to increase productivity and cycle time
• Directed and implemented strategies for employee development

• Managed a team of team leads and account managers that managed enterprise level payroll software clients
• Managed a team responsible for processing client's payroll
• Knowledge of products within the business such as HR and Payroll, Time and Attendance, Application tracking system, Onboarding, Performance Management, and Tax services
• Understands the fundamentals of payroll and HCM software
• Expected to maintain headcount (recruiting, interviewing, terminations)
• Responsible for employee development as it relates to employee engagement, developing into next level positions, and performance reviews
• Conducted escalated client calls to retain client relationships
• Expected to meet SLAs and KPIs
• Accountable for maintaining successful client relationships
• Responsible for identifying RCA (root cause analysis) and trending
• Strategically lead and implemented process improvements (green belt initiatives)
• Strategically project managed initiatives and process improvements as it relates to communicating the scope, analysis, time line and purpose.

Project Manager May/2013- Oct 2014

• Managed daily activity of case management regarding STD/LOA/FMLA administration
• Lead, completed, and implemented high-level projects which included creating budgets and projecting hours (LOE)
• Analyzed benefit data feeds for accuracy
• Implemented process improvements and procedures to ensure KPI's and other metrics are met

Client Manager Jan/2010- May/2013

• Responsible for managing client portfolio that arranged from services to include health and welfare, pension, and 401K benefits
• Responsible for upselling client contracts as it relates to offering clients plans that are suitable to and for their employees
• Consistently exceeded client retention expectations and successfully maintained consistent revenue QoQ, YoY
• Facilitated QBRs and EBRs to communicate client's business activity and set goals to build and retain a stronger client relationship
• Responsible for identifying, communicating, and maintaining KPI's and SLAs
• Responsible for creating training materials based on business communication, processes, and new procedures

Team Manager Oct/2006- Jan/2010

• Managed a team of 20-32 direct reports at a given time
• Responsible for employee development
• Evaluated customer service calls to ensure client expectations were met
• Managed day to day call center operations which included tracking and trending productivity
• Accountable for staffing (hiring and terminating)
• Processing payroll/ Tracking Attendance.