Summary
Overview
Work History
Education
Skills
Additional Information
Farm to table gardening.
Work Availability
Timeline
Generic
Wendy Henry

Wendy Henry

Sherrill,New York

Summary

Inspiring people to be their best for over 20 years. Experienced Senior Director at building creative strategies to improve the customer experience in a SaaS model. Skilled at leveraging adult learning principles to enable and develop all levels of employees to have the confidence to succeed in their roles. Known for leading high-performing teams with compassion, building trust and empowering employees to be their best self at work.

Overview

10
10
years of professional experience

Work History

Senior Director Center of Excellence

UKG
10.2022 - 01.2023
  • Created new team to enable 300 people in Customer Relationship Management to deliver customer value.
  • Broke records with weekly communications to drive customer engagement by 30%.
  • Increased customer engagement by 1600% leading a cross-functional team to improve customer experience.
  • Increased employees confidence by 96% through experienced-based certification programs.
  • Received 100% employee engagement score by leading successfully and motivating others.

Senior Director Customer Success

UKG
01.2022 - 10.2022
  • Upskilled 100 Customer Success Consultants to new role to drive customer product adoption and utilization.
  • Collaborated with cross-functional teams to design, and deliver an experience-based curriculum.
  • Established a weekly reporting using BI analytics.
  • Drove leader accountability by 99%.
  • Increased employees confidence to perform in their new role by 96%.
  • Highest customer adoption to learning webinars in 8 years with new customer experience model.

Senior Director Knowledge & Continuous Learning

ADP, Inc Automatic Data Processing
10.2020 - 01.2022
  • Transformed onboarding program to scale resources to meet hiring demand of ~600 customer services employees, while reducing turnover by 33%.
  • Increased 1000 customer success employees knowledge through a continuous learning model.
  • Strategized and executed business plans to introduce, measure, and mitigate Knowledge Center Service methodology.
  • Built culture of empathy, consult with care and making it right, resulting in employee engagement of 95%.

Senior Director Client Engagement

ADP, Inc Automatic Data Processing
03.2018 - 10.2020
  • Created role designed to drive client utilization through proactive approach by leveraging data analytics, customer's at-risk score, and industry best practices.
  • Improved customer experiences to increase renewal rates, reduced churn and enhanced support services, which resulted in 90% retention, and highest NetPromoterScore year over year.
  • Established continuous learning and enablement programs to drive adoption and utilization of strategic tools (Salesforce.com).

Senior Director Service

ADP, Inc Automatic Data Processing
02.2016 - 03.2018
  • Developed new tech-support model which resulted in 36% improvement on client resolutions.
  • Developed and implemented training initiatives for new hires.
  • Implemented high-touch personalized client service model which resulted in 12.9% compound annual growth.
  • Transformed executive relationships support model into strategic partnership which resulted in 94% net promoter.
  • Achieved 89% revenue growth by introducing HCM utilization to drive client adoption.
  • Worked directly with product development, professional services, and leadership to go to market with new standalone HCM solution resulting in 63% new client base.

HCM Consultant

ADP, Inc Automatic Data Processing
02.2015 - 02.2016
  • Responsible for creative design for prominent client advisory services which resulted in 106% revenue growth.
  • Performed initial client assessment and analysis to begin client engagement and contract process.
  • Coordinated implementation of people-related services, policies and programs through departmental staff.
  • Developed new processes for HCM system optimization to maximize client's investment in ADP's technology.

Senior Director Sales Learning & Performance

ADP, Inc Automatic Data Processing
10.2012 - 02.2015
  • Led cross-functional teams to create impactful learning programs, sales messaging and tools.
  • Negotiated prices, terms of best-in-class learning vendors and services agreements.
  • Developed and implemented value-added strategies for new hire training to increase sales performance by 14% and reduce turnover by 35%.
  • Research business unit issues and goals to offer appropriate learning solutions.

Education

Master of Science - Adult And Continuing Education, Organization Dev

SUNY Buffalo State
Buffalo, NY
12.2008

Bachelor of Science - Business Administration And Management

Syracuse University
Syracuse, NY
08.2006

Associate of Science - Accounting And Business Management

SUNY College of Agriculture & Technology At Morrisville
Morrisville, NY
05.1987

Skills

  • Cross-Functional Leadership
  • Customer Journey Mapping
  • Vendor Relationships
  • Enablement Strategies
  • Knowledge Center Service Methodology
  • Maximizing Customers Value
  • Curriculum Design & Certifications
  • Experienced-based Learning
  • Communication Strategies
  • SaaS Model
  • Articulate 360 and LMS Technology
  • Challenger Sales Methodology

Additional Information

Program Manager

Manager of Instructional Design

Divisional Sales Trainer

Sales Consultant

Account Executive

Farm to table gardening.

I have a passion to grow veggies from seeds. It's a joy to watch the seeds sprout and develop into strong, healthy plants. I then love to preserve what I grow by creating farm to table recipes.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Senior Director Center of Excellence

UKG
10.2022 - 01.2023

Senior Director Customer Success

UKG
01.2022 - 10.2022

Senior Director Knowledge & Continuous Learning

ADP, Inc Automatic Data Processing
10.2020 - 01.2022

Senior Director Client Engagement

ADP, Inc Automatic Data Processing
03.2018 - 10.2020

Senior Director Service

ADP, Inc Automatic Data Processing
02.2016 - 03.2018

HCM Consultant

ADP, Inc Automatic Data Processing
02.2015 - 02.2016

Senior Director Sales Learning & Performance

ADP, Inc Automatic Data Processing
10.2012 - 02.2015

Master of Science - Adult And Continuing Education, Organization Dev

SUNY Buffalo State

Bachelor of Science - Business Administration And Management

Syracuse University

Associate of Science - Accounting And Business Management

SUNY College of Agriculture & Technology At Morrisville

Similar Profiles

CREATE PROFILE
Wendy Henry