Melody Winters, MBA, CPP, CTT

Experience

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  Cirrus Corp / Security Couriers

  Oct 1989 - Apr 1993

  Payroll Manager

  Processed Payroll for 4 subsidiaries of Cirrus Corp which consisted of about a 1400 man payroll. I also responded to unemployment claims, completed monthly benefit insurance billing and managed our time and attendance systems in all of our Texas offices.

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  ADP Major Accounts Client Services

  Apr 1993 - Oct 1998

  Key Account Manager

  Managed Up-Market Client Accounts supporting a client base of $1.4 million in annual revenueProblem/Analysis: Met with clients quarterly to forecast client Payroll/HR issues and ensure their products/features met their business needsIncreased share of wallet: Implemented additional ADP business solutions for aligned Up-Market ClientsStandardized Up-Market Clients to optimize client payroll processing and increase client efficiencies

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  ADP Major Account Services Learning & Performance

  Oct 1998 - Apr 2009

  Sr. Associate Trainer - South Central Service Center

  Managed Client Year End Seminars generating $546,199 in total revenue from 1999-2005 with an average of $78,028 annuallyCoordinated/Facilitated all New Hire and Associate Training for Service and Operations for 3 regions

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  ADP Employer Services Major Accounts

  Apr 2009 - Feb 2015

  Lead Learning Specialist for Central Service, Implementation & HRB - CPP, CTT

  Managed a Virtual Team of 7 Learning Service Leads to streamline/standardize all Knowledge Path procedures/tools for all Major Account Service Centers in U.S. with 90% or above approval rateSupport Implementation & HRB Associates to improve overall growth for Major Accounts – 13.6% for FY’14Contributed to improve Client Retention rate in Service from 90.4% to 92% - FY’14Manage New Hire training programs and product/feature roll-outs for Major Accounts Implementation & HRB business unitsProject Management – execution of Annual - 3 day Virtual Conference for Learning & Performance Division in the U.S. 300+ participants thus creating a “virtual” conference experience without incurring travel and expenses.Key driver to increase Service Associate Overall Pass Rate for Knowledge Path scores from 66% to 74% from 2013-2014 Show less

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  ADP Major Account Services Client Advisory Services

  Jan 2015 - Jul 2015

  Human Capital Management - Business Analyst III

  Executed on-site Client payroll optimizations across the U.S. contributing to $556,000 in revenueAnalyzed Client payroll processing activities to create optimization opportunities and technology utilization Identified & Implemented Client payroll activities to execute optimization opportunities and streamline payroll processingLed Career Growth & Development ‘Road Trip’ Initiative – Impacting 581 Associates to ‘drive their careers in 10 minutes or less’

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  ADP

  Sept 2019 - Jan 2023

  Client Relations Executive, ADP TotalSource
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  ADP

  May 2021 - now

  Currently manage a high performance team of 14 HR & Benefit Service Associates supporting up-market WFN ClientsInterviewed, Hired & Launched 3 Teams of HR & Benefits Service Associates (30) to establish the Dallas HRB Service Division Interviewed, Hired & Launched 1 Team of 10 HR & Benefit Service Associates to establish the Orlando HRB Service DivisionRe-engineered & Implemented an HRB New Hire Training Program increasing new hire ‘in training productivity’ by 100%, allowing new hires to work real-world client cases to apply the learning with an end result of closing 1700 cases during training90 Days after the launch of the new training program, Closed Cases Increased by 15%, Resolution Time decreased 48%, Call Transfers reduced 29%, and Associates being not available (AUX) reduced by 40%, Dispatched Cases reduced 30%Made history in FY’16: New Hires in training closed 6008 cases over the course of the fiscal which had never been done beforeLed a team initiative to complete the Certified Healthcare Reform Certification for all Dallas teams with a 52% completion rateLed Peer Mentor program initiative to re-engineer, streamline and brand the program to ensure relevancy and effectivenessLed Associate Referral Sales Lead initiative for Dallas service teams to learn how to promote additional WFN products and features to increase share of wallet; my team specifically ‘winning’ deals with annual value of approximately $10,000 in FY’16Continually foster a culture of networking with other ADP Business units to cultivate business continuityBuilt Dallas ADPWorks site and leveraged content creation through Associate stretch assignments for FY’17Continually leverage my business acumen to de-escalate Client issues and provide swift resolution leveraging Team Leads to help provide exceptional service and retain our client relationship Show less

  • Client Success Executive

    May 2021 - now

  • Crisis Manager fo ADP Dallas (Additional Role)

    Jul 2018 - now

  • Client Service Manager II at ADP, LLC

    Jul 2015 - now

  • Client Service Manager II

    Jan 2018 - now

  • HR & Benefits Service Manager ~ CPP, CTT, CHRS

    Jul 2015 - now

  • Client Engagement Manager/Program Manager ADP Lifion

    May 2021 - Jan 2023