Melissa Donovan

• Directed a collection of inclusive initiatives focused on improving the end user experience for ADP applications, platforms, and tools.
• Successfully implemented resolutions for business security incidents impacting Global Product & Technology organization through thorough review and management, presenting findings to Executive Leadership on a quarterly basis.
• Led cross-functional team in collaboration with senior leadership to identify and implement Generative AI tools within Global Product & Technology organization.

• Delivered on-time, within scope projects to ensure alignment with the product road map for 7 HCM Talent Product Solutions.
• Led modernization efforts to streamline procedures for NAS Service organization.
• Partnered with company stakeholders in order to create and execute strategic plans which supported the advancement of the organization's mission, objectives, as well as driving revenue growth.
• Led executive partners in the establishment of long-term goals, strategies, and company policies to drive organizational success.

• Optimized the HCM portfolio through the implementation of best practices in Solution Life Cycle, Organizational & Field Readiness, and Product Adoption & Utilization.
• Developed cross-functional partnerships to optimize client satisfaction through successful implementation of new features, thorough release readiness preparations, and clear comprehension of product roadmaps.
• Drive a more comprehensive and holistic requirements definition for releases, in partnership with Product Management Development leadership.
• Drove better adoption rates for new or enhanced features, while also identifying more effective metrics for measuring client impact and determining the success factors and ROI.

• Achieved successful integration of 8,000 clients through effective project management and subject matter expertise in the Siebel migration, resulting in an improved client and associate experience.
• Directed the platform conversion of 5,700 benefits administration clients and 500,000 participants after a $90 M acquisition, ensuring retention of critical revenue at enhanced margins.

• Created training materials and presentations, using Information Mapping/MS Office and MS Power Point, for benefits-related issues.
• Created new training courses around benefit essentials and commuter benefits, and overhauled two others that were implemented company-wide.
• Conducted training for 700 associates in the COBRA and Flexible Spending Account (FSA) division.

• Served as primary implementation contact for 30-50 high-profile National Account Services division clients.
• Served as SME for Online Commuter Benefits Services offering.
• Worked with clients to explain scope of services and provided ongoing communication to ensure expectations regarding project plan were met.

• Managed high-profile National Account Services division clients with $1.7M in recurring revenue.
• Facilitated open enrollment processes for assigned client base.
• Researched and resolved client escalations and participant appeals.
• Served as liaison for internal departments for assigned client base.

• Managed $2M client's executive HR and management personnel.
• Implemented new and existing client business based on mergers, acquisitions and divestitures.

Worked exclusively with high-risk clients in danger of leaving company due to service-related issues. Assessed relationship, made recommendations on process improvements, and managed new process implementations. Retained $2M in client revenue by saving relationship.

• Supervised 12-member team of benefit administrators, programmers and project managers for overall client deliverables with $2.5M in revenue.
• Wrote performance reviews and all documentation supporting promotions, disciplinary actions and terminations.
• Interviewed internal & external candidates for employment to provide hiring recommendations.

• Facilitated ongoing & annual enrollment activities for 5-8 companies with 10k-40k employees each.
• Coordinated and facilitated benefit fairs with clients/vendors.

• Served 10k employees across 10 states with benefit and workers compensation administration.
• Administered large, self-funded ERISA trust and conducted monthly audits.
• Wrote Summary Plan Description documents in accordance with regulatory statues and conducted employee benefit presentations.
• Administered payroll data for an average of 150 clients.