Walter G Nettles
Chandler,AZ
Summary
Strategic operations and client services executive with 15+ years of leadership experience driving organizational transformation, revenue growth, and workforce development within enterprise service environments. Proven track record building high-performing teams, launching new operational sites, improving client retention, and leading national initiatives that strengthen operational performance and client experience. Recognized for aligning people, process, and technology to deliver measurable business impact and sustainable growth.
Overview
19
19
years of professional experience
1
1
Certification
Work History
VP Client Services
ADP
Alpharetta, GA
11.2023 - 09.2025
- Led Alex Crusaders cross- functional team in strategic initiatives to enhance client satisfaction and associate efficiency by leveraging AI offerings.
- Streamlined operational processes, resulting in improved efficiency and reduced turnaround times for service delivery.
- Mentored senior leadership team, fostering a culture of collaboration and continuous improvement within the organization.
- Championed talent development programs, enhancing employee engagement and promoting career advancement opportunities within the company.
Client Services Executive
ADP
Tempe, Arizona
01.2021 - 01.2023
- Led national year-end workstream and drove improvements in retention, performance, as well as associate engagement.
- Established 80, 90, 95 as a new standard for quality in SBS by increasing transactional quality metrics.
- Executive sponsor for Case Management initiative designed to streamline associate workflow drove reduction in overall case load, time to resolution, as well as reduction in repeat call percentage.
- Achieved and maintained 89% overall associate engagement for organization for 2000 – 2023.
- Developed executive approval automation tool that increased usability, response time, and financial risk for executive override decisions.
Director Client Services
ADP
01.2018 - 01.2021
- Achieved second Region of the Year- award during tenure.
- Crafted strategy to lead country in beyond payroll revenue growth three consecutive years.
- Created CRM management process and standardized practice for country leading to increases in overall quality sentiment.
Technical Support Manager
ADP
01.2016 - 01.2018
- Stood up Tempe site operations by hiring 120 associates and leaders in 6-month period.
- Accelerated the performance of region by implementing strategic training and learning plans for entire organization.
Client Service Manager
ADP
01.2014 - 01.2016
- Top two manager team performance each year of tenure as front-line leader.
- Successfully directed the launch of new communications platform to streamline all associate communications for the Region.
- Led Associate Engagement Council to record-breaking performance of 88% overall engagement on My Voice Survey.
Accountant Relationship Manager
ADP
01.2011 - 01.2014
- Drove 10-point increase in retention for CPA referred clientele.
Senior Sales Support Representative
01.2007 - 01.2011
- Supported enterprise sales teams and client onboarding operations.
Education
Bachelor of Science - Business Administration And Management
Western Governors University
Salt Lake City, UT05-2026
EXECUTIVE CAPABILITIES
- Enterprise Operations Leadership
- Client Success & Retention Strategy
- Revenue Growth & Market Expansion
- Organizational Transformation
- Talent Development & Leadership Pipelines
- Operational Excellence & Process Optimization
- Change Management
- Cross-Functional Executive Leadership
- Associate Engagement Strategy
Accomplishments
- McKinsey Black Executive Leadership Graduate 2022
- Emerging Leaders Program 2015
- Fundamental Payroll Certification 2012
- ROTY 2016 2019 2024 2025
- Quarterly Hello Greatness Winner 2018
Certification
- Graduate – McKinsey Black Executive Leadership Program (2022)
- Executive Sponsor – DE&I Taskforce One, ADP Tempe (2022–2023)
- Executive Sponsor - Alex Experience Champions (2023- 2025)
- Executive Sponsor – Cultivate Leadership Initiative (2021–2023)
- Board Member – GPUL (2023–2024)
Timeline
VP Client Services
ADP
11.2023 - 09.2025
Client Services Executive
ADP
01.2021 - 01.2023
Director Client Services
ADP
01.2018 - 01.2021
Technical Support Manager
ADP
01.2016 - 01.2018
Client Service Manager
ADP
01.2014 - 01.2016
Accountant Relationship Manager
ADP
01.2011 - 01.2014
Senior Sales Support Representative
01.2007 - 01.2011
Bachelor of Science - Business Administration And Management
Western Governors University