Olaf Normark
Fort Lauderdale,FL
Summary
Determined Senior Relationship Manager with demonstrated skills in Strategy Development and Customer Service. Highly effective at networking and building great rapport with others. Dedicated to effective leadership and detail-oriented work.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Executive Relationship Manager
ADP Comprehensive Services
Fort Lauderdale, FL
2019.06 - Current
- Driving client retention and improving loss prevention
- Developing value-based relationship with each client, resulting in maximum utilization of Comprehensive Services technology and service offerings
- Setting and managing client expectations and being point person for client contract questions and billing
- Acting as empowered internal client advocate, and partner with implementation, service and other support teams to deliver Stellar Service
- Overseeing resolution of critical service issues and follow-up from quality survey feedback
- Proactively ensuring client satisfaction through regular conference calls and periodic client visits
- Applying HCM industry and practitioner knowledge to understand and support assigned client's business objectives as defined by Relationship Management business strategy
- Increased complexity of multinational clients requiring knowledge of all ADP global products
- Practitioner knowledge in leading capacity for business intelligence
- Onsite strategic visits are conducted with Executive Contact to recap accomplishments in support of client initiatives and to discuss future goals and objectives
- Working with sales teams to educate BPO District Managers about product and partner with them on qualified prospect calls and support reference process
- Partnering with project managers and service managers for holistic management and seamless approach to project implementation. transition to Service and on-going client support
- Communicating and promoting key ADP initiatives to client (e.g., user group meetings, product enhancements, etc.)
- Serving as escalation point for all functional areas and coordinating responses and delivery of solutions
- Partnering with Project Managers and internal global partners and participates in internal governance calls with Senior Leadership to communicate progress and awareness of project status and risk mitigation steps
- Mentoring and coaching RM colleagues, and service team associates as appropriate, on product knowledge, process and procedure, relationship skills and development activities.
- Applying knowledge of global HR practices to client planning sessions
- Acting as service champion for US-based and liaison for global-based services
- Managing $10 million Book of Business
Retention Manager
ADP Comprehensive Services
Hoboken, NJ
2017.11 - 2019.06
- Demonstrating awareness and understanding of region's strategic goals and priorities for client service and client retention
- Ensuring delivery of Service Excellence and improvement of overall client relationships including satisfaction and loss prevention
- Understanding perspective of client and taking proactive steps to maximize client satisfaction, including client outreach programs as applicable
- Contributing to achieving growth objectives through client loss prevention programs
- Working with Client Service to effectively maintain, build and manage client relationships at all levels to ensure ADP is successfully helping clients achieve their business strategies
- Responsible for driving results with clients, with goal of increasing their satisfaction and retention
- Assuming responsibility and accountability to meet or exceed region's performance goals, especially in areas of quality and client retention
- Providing consultation, training and guidance to Regional CREs regarding all matters related to value proposition and client retention under direction of Region's Retention Executive
- Partnering with Sales and Implementation organization to effectively evaluate and determine viability of large prospects and participates in due diligence process as well as sales process to assist in adding quality, large clients to base
- Completed ELP in January 2018
- Finished FY’18 with 43% Saves, 44% In Progress and 13% Losses Rates
- Saved $10,261,981.49 in Revenue
- In FY’19 actively led RMD PTR efforts, managed Loss Forecast calls, client facing for Service Delivery on several GES clients worth $7 million in revenue
- Active participation in Escalations for Action Counsel
- General Manager Executive Sponsorship for Process Improvement on Forecasting on Loss and Risk accounts.
ASO Relationship Manager II
ADP Comprehensive Services
Hoboken , NJ
2015.09 - 2017.11
- Managing $2 - $3 million Book of Business for North East Core Market clients
- Participating in stretch assignments and key business initiatives: Pre-Sales Committee, Reference Committee, Mentoring, WFN SME, Billing Committee, Data Cloud pilot, WFN Demo Team
- Several complex re-assignments from other RM's with all accounts being saved
- Additional multiple saves
- Cooperation with Sales - attending meetings and presenting regularly on behalf of RM team
- Promoted to Relationship Manager, II in March 2017
- Selected to represent ADP at annual SHRM conference in June 2017
- Official Peer Mentor as of July 2017
- HCM Certified October 2017.
Core Implementation Specialist
ADP Comprehensive Services
Miami, FL
2012.02 - 2015.09
- Managing complex nationwide accounts in HR and Payroll areas during Implementation phase
- Active in piloting committee for Workforce Now technology
- Mentoring and training new hires including Project Managers
- Division’s resource for ACA and New Hire compliance
- On-site visits to high profile clients
- Successfully implemented 4 of top 20 accounts in FY’14
- Qualified for President’s Club in Barcelona for FY’14 as Comprehensive Services’ Top Payroll and HR Implementer in United States
- PHR certified in June 2015.
- Developed team communications and information for meetings
Account Executive/Implementation Consultant
ADP Major Accounts
Miramar, FL
2001.07 - 2012.02
- Initial contact and on-site visits to new accounts, implementing and training clients for South Florida and Caribbean territory
- Promoted to Senior Implementation Specialist in April 2004 and thereafter to Implementation Consultant in July 2005
- Added duties of pioneering new technology roll outs, division’s champion of new products, supporting associates
- In 2007, appointed to Ambassadorship program in El Paso facility travelling to train and mentor new Implementation associates
- In June 2008, completed 12 month Leadership Foundation program
- In 2009, successfully transitioned in regional restructure to broader South East client division account base
- Awarded Top Implementation Consultant in new division for FY’11
- Lead Quality Survey focus group successfully driving up client’s satisfaction.
Client Service Representative
ADP Major Accounts
Tampa , FL
1999.04 - 2001.06
- Began career at, as Account Representative servicing clients with payroll, tax and software related issues
- Trained as Payroll and Reporting Specialist
- Promoted to Senior Client Service Rep II in September 2000
- Certifications/Memberships: PHR Certified, HCM Certified, HRCI Member.
Education
Bachelor's Degree - Political Science, Business
University of South Florida US
06.1997
Skills
- Operating Procedures and Policies
- Verbal and Written Communication
- Relationship Building
- Customer Trend Analysis
- Decision Making
- Critical Thinking
- Time Management
- Service-Oriented
- Strategy Development
- Prioritizing and Planning
Certification
PHR
HCM
Languages
Polish
Native or Bilingual
Timeline
Executive Relationship Manager
ADP Comprehensive Services
2019.06 - Current
Retention Manager
ADP Comprehensive Services
2017.11 - 2019.06
ASO Relationship Manager II
ADP Comprehensive Services
2015.09 - 2017.11
Core Implementation Specialist
ADP Comprehensive Services
2012.02 - 2015.09
Account Executive/Implementation Consultant
ADP Major Accounts
2001.07 - 2012.02
Client Service Representative
ADP Major Accounts
1999.04 - 2001.06
Bachelor's Degree - Political Science, Business
University of South Florida US