Sidonia Gause - Senior Director of Client Experience, Retention & Engagement, ADP

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Work Background

ADPSenior Director of Strategic Initiatives

Jul. 2023New Jersey, United StatesSpearheaded the development and execution of long-term strategic initiatives designed to drive growth and innovation in the delivery of Benefit Administration Services. Collaborating closely with cross-functional leadership teams to identify and capitalize on market opportunities, increasing attachment rates, boosting client retention, and enhancing the client experience. • Initiated and nurtured pivotal relationships with Sales leaders, driving a culture of excellence and accountability that resulted in a consistent uptick in customer satisfaction scores. • Facilitated a high-impact marketing campaign with key stakeholders, leading to a significant boost in brand visibility and lead generation. • Cultivated a collaborative environment that enables direct interaction between the sales team and the Benefits Department, establishing a real-time feedback loop that sharpens competitive edge and service delivery. • Former Director and current Executive Sponsor of the PRIDE Business Resource Group, leading initiatives that foster an inclusive workplace for LGBTQ associates and allies, driving policy advocacy, and community engagement that elevated the company’s standing as an inclusive employer. • Serving as Vice President on the Cultivate Business Resource Group board, I am at the forefront of strategizing and implementing programs that uplift Black and African American associates, enhancing cultural competence, and fostering a supportive network that contributes to the group's professional growth and representation within the company.

ADPSenior Director Client Experience

Feb. 2022 - Jul. 2023Oversee the Executive Council Advisory Board, Client Engagement & Events Team, and manage the Net Promoter Score (NPS) analysis and initiatives. Foster collaboration among Product, Sales, Business Operations, and Engineering teams to elevate customer experiences. Integrate customer service leaders into strategic business discussions to ensure customer-centric decision-making. • Elevated the client experience department to a core business driver, enhancing interdepartmental communication and customer-focused culture. • Advanced customer profitability and retention by tailoring outreach programs based on nuanced customer segmentation analysis. • Introduced a comprehensive customer scorecard and refined sales enablement tactics, strengthening the impact of Professional Services. • Secured ADP's service value proposition among top-tier clients, streamlining resolution timelines and reducing customer wait times through effective production team partnerships. • Pioneered and led the NPS program, setting the vision for service quality and establishing key performance indicators to guide company-wide customer experience objectives. • Strategically built the customer experience (CX) department from the ground up, devising and executing a targeted CX strategy and establishing a robust reporting framework.

ADPSenior Director, Client Loyalty, Major Account Services (MAS)

Sep. 2018 - Feb. 2022New Jersey, United StatesOrchestrated client retention initiatives for ADP’s Major Account Services, managing a portfolio with over $100M in annual contract value, improving retention among high-risk clients. Led a team of 19 across Executive Relationship Managers, Relationship Specialists, Client Relationship Coordinators, and Client Loyalty Managers, ensuring the stability of top-tier accounts in the Eastern U.S. Achieved an unprecedented 92% client retention score, marking a significant year-over-year increase for the top 1% of major accounts. Swiftly pinpointed at-risk accounts, crafting and enacting a dynamic retention plan in collaboration with GSS Data Science Team. Developed an interactive Risk Management & CRM tool by allying with GSS, enhancing decision-making capabilities across the company. Teamed up with the ADP development team to address critical system defects, significantly reducing future risk and bolstering service quality. • Orchestrated a pricing overhaul resulting in decreased concessions/credits and secured 10% more clients in long-term agreements. • Successfully expanded the System Optimization portfolio, maintaining 100% product availability. • Slashed travel and entertainment expenses by 80% pre-COVID while augmenting the frequency and effectiveness of client engagement. • Drove a 33% reduction in client concessions and credits through targeted sales and negotiation training, leading to a 15% boost in team engagement. • Advocated for diversity as an Executive Sponsor for ADP PRIDE and board member of the Cultivate African American Business Resource Group. • Co-developed a multifaceted Risk Management & CRM Tool incorporating COVID risk assessment, positively impacting all regions. • Redefined client distribution among ERMs to enhance onsite client interactions and achieve substantial cost savings in operational expenses.

Automatic Data Processing Insurance Agency, Inc.Director of Implementation & Workforce Management

Sep. 2014 - Sep. 2018Florham Park, NJPioneered and steered the newly established dual role, leading the creation of a global leadership program and managing a 600-strong workforce across contact centers in India, Texas, and New Jersey, focusing on worker’s compensation and health insurance queries. Recruited for the role to spearhead the development and alignment of operational strategies with global teams. • Catalyzed year-over-year productivity increases of 15%, 24%, and 28%, directly contributing to ADP’s revenue and net operating income objectives. • Enhanced team performance and reduced project backlogs by refining processes, resulting in high engagement scores and providing career progression opportunities through training and high-impact projects. • Formulated and executed a division-wide implementation strategy that synthesized business intelligence with operational goals, influencing leadership to support and fund vital implementation projects. • Cultivated a culture of service excellence in regional teams, significantly improving support for internal sales functions and creating a pivotal communication channel via a new website for live insurance sales order updates. • Actively drove client satisfaction, evidenced by a 13% improvement in Net Promoter Scores, while consistently maintaining scores above the 50% threshold. • As the Director of Mentoring for the Generations Business Resource Group, orchestrated a comprehensive mentoring program aligning seasoned professionals with emerging talent to facilitate cross-generational knowledge transfer and support career development across all company levels.

ADPProduct Specialist - User Champion

Sep. 2013 - Sep. 2014Alpharetta, GAHired to address and reverse performance shortcomings and delays that negatively affected client satisfaction and overall business performance. Initiated crucial on-site leadership in Elk Grove, Illinois, and later shifted to effective virtual management. Transformed departmental performance by pioneering a new project implementation process, clearing bottlenecks, and setting a robust foundation for enhanced business and service delivery. • Authored and secured buy-in for client-centric programs, ensuring seamless end-to-end lifecycle management and maintaining robust communication with field leadership to align strategy and outcomes. • Collaboratively advanced the client onboarding process post-acquisition, reducing time-to-competency by working closely with the VP of Strategy & Operations. • Instituted a dedicated client escalation team, serving as the primary point for urgent issue resolution across various products and projects, significantly reducing response times and improving client relations. • Upgraded contact center capabilities with a cloud-based telephony system and enhanced cross-functional team collaboration through strategic software updates, leveraging the IEX Workforce Management System to optimize team coordination and scheduling.

LifeSouth Community Blood CentersDistrict Director

Jun. 2011 - Sep. 2013Greater Atlanta AreaAppointed as the dynamic leader for three blood bank facilities in Georgia, driving operations, community engagement, and leading a team of 80 associates while managing full profit and loss responsibilities. Engineered a district-wide revitalization, exceeding P&L expectations by double digits and transforming a previously underperforming district into a profitable entity through process optimization and donor network enhancement. • Significantly increased market presence and donor base through strategic industry events and local engagements, fostering relationships with key stakeholders including hospital executives and community leaders. • Achieved a record number of bone marrow registrants in the tri-state area, amplifying awareness by 500% via partnerships with diverse community organizations. • Steered the district to excel in regulatory compliance, ensuring adherence to FDA and CDC standards, successfully navigating internal and external audits, and overseeing the meticulous collection of stem cords and cells for research purposes.

Harmon Solutions GroupGeneral Manager

Sep. 2000 - Nov. 2011Eau Claire, Wisconsin, United States · On-siteRecruited to catalyze process enhancement and augment quality across the enterprise, with a strategic focus on revenue generation and amplifying corporate valuation. Collaborated with the IT department to innovate a cutting-edge, real-time claims system that transitioned our operations from a 38-seat call center to an expansive 250-seat customer contact hub, simultaneously incubating three additional revenue-generating projects within the claims processing vertical. Directed a robust management structure overseeing 15 direct reports and a workforce of 250 employees spanning two states. Held full operational accountability for a client service center with an annual revenue stream of $60 million, specializing in automotive and property claims handling. • Initiated a 24/7/365 service framework to optimally align with client demand patterns and service load. • Engaged with C-level executives of premier national insurance providers to sculpt and implement collaborative business strategies targeting enhanced service offerings to their customers. • Spearheaded the development and deployment of a customer feedback mechanism and analysis, propelling the customer satisfaction index from 94.5% to an exceptional 98.7%. Additionally, introduced a 'Customer Intimacy' educational program to deepen consumer relations and empower customer-facing staff. • Played a pivotal role with IT in deploying state-of-the-art call center solutions including PBX, Workflow, and CRM tools, setting a strategic technological trajectory for near and long-term objectives. • Oversaw the client billing operations, ensuring precise invoice reconciliation and effective resolution of billing discrepancies. • Reengineered the staffing strategy, delivering immediate annual payroll savings of $700,000. • Restructured the employee training and development framework to foster a robust talent pipeline and succession planning. • Innovated motivational incentive and recognition frameworks.