Malynda Gardner
Vice President - Service & Implementation
Chesapeake,VA
Summary
Performance-driven Vice President with 16 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
16
16
years of professional experience
Work History
Vice President - Service & Implementation
ADP
Norfolk, VA
02.2021 - Current
- Implemented advanced analytics tools to drive data-driven decision-making across all levels of the organization, leading to better business outcomes.
- Enhanced company profitability by implementing strategic business plans and optimizing operational processes resulting in achieving over 100% of start plans annually and 200% improvement of quality scores YoY.
- Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Delivered strong financial performance despite challenging economic conditions by executing prudent risk management strategies throughout all aspects of business operations.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels. Executed ongoing client journey optimizations resulting in 76% improvement of NPS scores YoY.
- Built high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Spearheaded organizational restructuring initiatives, streamlining operations and reducing overhead costs.
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Established performance goals for department and provided methods for reaching milestones resulting in 65% improvement YoY in key implementation productivity metrics as well as 78% improvement in AHT and CPH YoY.
- Increased company growth through collaboration with sales and marketing departments incorporating sales financial incentives into service engagement activities driving increased leads and strong associate engagement.
Senior Director/ Service Executive
ADP
El Paso, TX
7 2019 - 02.2021
- Developed and rolled out new policies designed to bolster productivity and reduce overall service costs.
- Directed strategic workforce planning, performance management, and benefits administration.
- Implemented long-term growth initiatives by developing JIT service and training strategies.
- Managed daily operations of Vantage service organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
- Fostered strong service oriented environment driving 15% improvement in call handling metrics and NPS improvement of over 70% in first full quarter of platform ownership.
- Served instrumental role in organizational transformation and implementation and participated in successful large-scale corporate restructurings.
- Reduced operational risks while organizing data to forecast performance trends.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Led cross-functional teams to successfully launch new products, meeting deadlines and budgets.
- Developed strong relationships with key industry partners, fostering collaboration and mutual growth opportunities.
Director, Client Service
ADP
Alpharetta, GA
10.2015 - 07.2019
- Responsible for COE support teams spanning 2 countries and 5 product lines.
- Maintained highly skilled and productive teams consistently achieving first call resolution over 47% and TSLA under 2 days.
- Focused teams on developing innovative and cutting-edge approaches with effective resource allocation and strategic planning.
- Achieved highly engaged teams that embraced an "Act Like an Owner" mindset to pursue daily and long-term operations and business goals.
- Established performance goals for each team and provided feedback on methods for reaching those milestones.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
Manager, Field Services
ADP
Alpharetta, GA
08.2010 - 02.2015
- Responsible for Level 1 and Level 2 support, communications, and product management liaison.
- Manage global support teams with cross functional support responsibilities.
- Drive coordination and synergies across teams to improve client experience.
- Improved case closure and time since last activity metrics year over year for highest volume teams.
- Implement operational objectives and metrics and delegate as appropriate.
- Engage high potential associates to promote talent development and career planning.
- Perform root-cause analysis on performance issues driving greater performance and engagement.
- Member of product steering committee for team’s supported products.
- Consulted with multiple development teams to drive product improvement focused on client needs.
- Collaborated on roll out of enhanced call management system and developed framework for QA.
- Fostered strong working relationships across multiple business units to improve process efficiency for case resolution.
Manager
SILVERPOP, AN IBM COMPANY
Atlanta, GA
06.2008 - 08.2010
- Silverpop's Engagement Marketing suite of Web-based solutions enables companies worldwide to build relationships with clients and prospects through creation, automation and delivery of relevant online messaging.
- Reported directly to Vice President of Client Services.
- Responsible for Call Center Support; Training and Communications, Budget responsibility for $4MM.
- Manage 12 direct reports, 10 in U.S.
- Two in U.K.
- Achieved quantifiable results on time and on budget.
- Selected to build and design call center department; within first year achieved CSAT score of 97%.
- Designed and implemented end-user training.
- Implemented key policies and procedures on multiple systems to improve data handling and integrity.
- Implemented operational objectives and metrics.
- Conducted needs assessment/gap analysis to develop and plan training for all levels.
- Performed root-cause analysis for performance issues and implemented solutions, resulting in higher-performing employees.
- Created road map curriculum tools and assessments to measure skills attainment.
- Implemented efficiency-based operations metrics development; improved time-per-call 75%; achieved 83% QA scores; improved time-per-email from 10 minutes to 4 minutes; improved time-between-calls from 12 minutes to 7 minutes.
- Developed and implemented metrics-driven compliance and dashboard reporting system, improving SLA compliance to 100%; achieved highest CSAT department has ever received of 97%.
Education
M.B.A. Global - Management
Ashford University
San Diego, CAB.S - Information Technology
American InterContinental University
Schaumburg, ILSkills
Process improvements
Timeline
Vice President - Service & Implementation
ADP
02.2021 - Current
Director, Client Service
ADP
10.2015 - 07.2019
Manager, Field Services
ADP
08.2010 - 02.2015
Manager
SILVERPOP, AN IBM COMPANY
06.2008 - 08.2010
Senior Director/ Service Executive
ADP
7 2019 - 02.2021
M.B.A. Global - Management
Ashford University
B.S - Information Technology
American InterContinental University
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