Mike Wasserman
Clermont,FL
Summary
Proven professional in UKG Pro consulting with strong focus on team collaboration and achieving results. Demonstrates expertise in business analysis, process optimization, and system implementation. Known for adaptability and reliability, ensuring seamless project execution. Skilled in stakeholder communication, requirements gathering, and change management.
Overview
25
25
years of professional experience
Work History
UKG Pro Functional Consultant
Mosaic Consulting
Nashville, TN
03.2022 - 03.2026
- Collaborated with a broad spectrum of clients, from small enterprises to large corporations and government agencies, to fulfill specific needs.
- Participated in the full implementation lifecycle from discovery through design, build, test, user adoption and go live.
- Work on client implementation projects to lead, coordinate and perform lifecycle of assigned implementation projects in compliance with UKG Pro related implementation projects (ie. Business Analysis, Process Improvements, Business Rule Requirements, System Configuration, Data Mapping, Parallel Testing, Live Processing and Support Transition).
- Provided support for HRIS front and back-end including, but not limited to, researching and resolving HRIS problems, unexpected results, or process flaws; perform scheduled activities; recommend solutions or alternate methods to meet requirements, and ensure data confidentiality.
- Provided project management for HRIS projects including implementations, upgrades, enhancements, and systems interfaces.
- Managed multiple projects while maintaining client relationships by being creative, innovative, analytical and critical thinking to strategies, practices and problem resolution.
- Professionally interacted with clients to assess business requirements and determine software needs.
- Guided newer consultants in fostering a collaborative environment that promoted professional growth and knowledge exchange.
- Engaged with senior leadership to enhance organizational strategy and implement effective operational improvements.
- Streamlined processes by identifying areas for improvement, resulting in enhanced service delivery timelines.
Account Manager (2014-2018), Lead Account Manager (2018-Present)
Ultimate Software / UKG Group
Weston, FL
05.2014 - 03.2022
- Serve as primary point of contact and advocate for an assigned base of customers which started at 33 but was as high as 125 customers.
- As an Account Manager, was responsible for assisting with all cases pertaining to Core/HR module including, but not limited to Benefits, PPACA reporting, Open Enrollment, Payroll, PTO, importing data, etc.
- As a Lead Account Manager, collaborate with subject matter experts to deliver support services
- Develop strong relationships with internal partners and communicate with people at all levels of the organization via multiple communication platforms
- Coordinate introduction to support process via the UKG Pro Community
- Respond to customer service escalations by facilitating the internal resources and tracking issues to resolution
- Prepare and facilitate action plans to drive resolution of service experience concerns and recommend next steps
- Provide guidance and training plan to improve adoption of the UKG Pro.
- Communicate best practices to improve customer partnership
- Developed and maintained strong client relationships to enhance customer satisfaction and retention.
- Collaborated with cross-functional teams to deliver tailored software solutions for diverse client needs.
- Managed project timelines and deliverables, ensuring alignment with client expectations and company standards.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
Front Desk Supervisor, Concierge, Operations, Facilitator, and Trainer
Walt Disney World Co.
Lake Buena Vista, FL
05.2008 - 04.2014
- Ensure the smooth operation of the third largest resort in the world, the 5,444 room Disney’s All-Star Resort (Disney’s largest resort) as well as the 2,112 room Disney’s Caribbean Beach Resort.
- Support Frontline Cast Members and Leaders manning the Front Desk, Concierge Desk, and Back Office with technical issues, rooms control functions, and challenging Guest situations.
- Ambitiously trained new and redeployed cast members at the Concierge and Front Desks as well as Resort Operations and Frontline Service Advisors (Front Desk Supervisors).
- Enthusiastically assisted Guests with every need they could ever have, including, but not limited to: Room requests, reservations, tickets, transportation, room challenges, and the acquisition and maintenance of important personal items.
- Facilitated Disney’s All-Star Resorts’ “Rolling Out The Red Carpet” and the Disney VISA rollout as well as assisted with the integration of the Billion Dollar rollout of MyMagic+.
Marketing Director/Account Manager
Sherlock Technology
N. Miami Beach, FL
02.2007 - 01.2011
- Created and managed several high profile accounts for one of South Florida’s most recognized IT Staffing Firms (named #9 Staffing agency in the South Florida Business Journal (SFBJ) in 2006).
- Produced and delegated all aspects of the firm’s marketing, which included a weekly eNewsletter and writing nominations for local and national awards (firm’s Founder and President was a runner-up for the SFBJ’s 2007 Up-And-Comers).
- Worked with companies such as Microsoft, Citrix, Burger King, and Carnival Cruise Lines to organize networking and educational events for the firm and 13 South Florida Technology Users’ Groups.
- Organized a rebranding of the firm’s logo and eNewsletter.
- Managed 14 employees so that the best candidates were discovered quickly and efficiently.
Innoventions Presenter – EPCOT
05.2008 - 07.2010
- Delivered exceptional Disney Guest Service while presenting an important message and experiences to our Guests.
- Segway Guest Host for two daily guest tours – Around The World At Epcot and Simply Segway.
- Delivered quality shows for all six Presenter venues and was on Opening Team for Underwriters Laboratories Safety Smart Lab with Timon and Pumbaa and StormStruck: A Tale of Two Homes
Marketing Director
Sheridan Healthcare
Sunrise, FL
09.2005 - 01.2007
- Developed and created the company’s marketing campaigns, which included a complete rebranding.
- Worked with all nine departments to develop a quarterly newsletter, which was sent to all of the company’s 2000+ employees, both in the corporate offices, hospitals, and offices all over the United States. Also assisted with all departments on individual promotional items
- Designed brochures for our office-based services and our Neonatology division, postcards, and display booths for our recruiting arm of the company (TIVA Healthcare) and business development, as well as fliers and newspaper and magazine ads for our Pain Management division.
Public Relations Coordinator
Florida Panthers Hockey Club
Sunrise, FL
12.2003 - 02.2005
- Served as a liaison between the team (coaches, players, and front office) and the local, national, and international media.
- Taught interviewing strategies to players and coaches.
- Wrote and distributed Press Releases to local, national, and international media.
- Assisted in the tabulation and compilation of the 2004 & 2005 Florida Panthers and NHL Media Guides.
- Interviewed and wrote featured articles on players and coaches for FloridaPanthers.com.
- Assisted the marketing department in recruiting players for advertising and marketing purposes.
Sports Director/On-Air Talent
Eagle Communications – KCFW 9 (NBC Affiliate)
Kalispell, MT
08.2001 - 08.2003
- Anchored the 6pm Sports segment of the news.
- Served as a Sports Reporter for the morning, 10pm, and weekend news broadcasts out of Missoula, MT.
- Wrote, shot, edited, and produced Sports stories for the 6pm, 10pm, weekend, and morning newscasts.
- Was an integral part of the Western Montana’s #1 News Team.
Education
Bachelor of Arts - Interpersonal Communications
University of Central Florida
Orlando, FL05-2001
Skills
- Software implementation
- Business process analysis
- Business workflows
- Solution implementation
- Workflow configuration
- Client training
- Software system design
- Client engagement and support
- Team coordination and collaboration
- Security configuration
- Systems analysis
- Project scope analysis
- System testing
Prior Experiences
Ask me about my following experiences prior to Ultimate Software/UKG:
- Sports Director - NBC TV Affiliate
- PR Coordinator - NHL Hockey Team
- Marketing Director - Sheridan Healthcare, Sherlock Technology
- Supervisor/Front Desk Operations - Walt Disney World Co.
Timeline
UKG Pro Functional Consultant
Mosaic Consulting
03.2022 - 03.2026
Account Manager (2014-2018), Lead Account Manager (2018-Present)
Ultimate Software / UKG Group
05.2014 - 03.2022
Front Desk Supervisor, Concierge, Operations, Facilitator, and Trainer
Walt Disney World Co.
05.2008 - 04.2014
Innoventions Presenter – EPCOT
05.2008 - 07.2010
Marketing Director/Account Manager
Sherlock Technology
02.2007 - 01.2011
Marketing Director
Sheridan Healthcare
09.2005 - 01.2007
Public Relations Coordinator
Florida Panthers Hockey Club
12.2003 - 02.2005
Sports Director/On-Air Talent
Eagle Communications – KCFW 9 (NBC Affiliate)
08.2001 - 08.2003
Bachelor of Arts - Interpersonal Communications
University of Central Florida