Maria Novak

About Maria Novak

Customer loyalty is the most powerful sales and marketing tool.” – Bill Price Hello, my name is Maria Novak, and I am a highly accomplished, growth-focused, and solutions-oriented leader with 20+ years’ experience and demonstrated success in orchestrating and implementing effective customer service and support strategies to achieve and exceed business development, sales growth, and customer retention targets through strategic planning and implementation. I am an award-winning innovator with specialist expertise in translating strategy, business initiatives, and abstract ideas into operational activities, key tasks, and accountabilities. I am proficient in collaborating with cross-functional teams and departments to identify and optimize customer experience by understanding interactions, revising scripts, and process mapping for efficiency.I am a transformational leader who is driven by challenges, undeterred by obstacles, and committed to furthering the standards of excellence. I am an engaging strategist with extensive experience in hiring, training, and developing high-performance teams to drive business success while monitoring performance on regular basis to introduce process improvement initiatives.Specialties: Strategic Planning & Implementation, Business Development & Growth, Best-in-Class Customer Service, Client Satisfaction & Retention, Data-Driven Decision Making, Team Building & Leadership, Customer Experience ManagementCareer Highlights:• Amplified sales and NPS by +11 points and reduced contacts per client by 35%. • Acquired over 1k customers within 20 months of the launch along with contributing over $7.9 million in revenue.• Accelerated business revenue by $3.8 million and $10.5 million in the first and second years respectively.• Reduced contacts for targeted categories by 25% and increased client retention by 55 bps.Want to know more about my experience, passion, areas of expertise, or the improvements I can make to your organization? Connect with me at m••••••@gmail.com.

Experience

1. Sr Director, Project Services

   ADP

   Apr 2025 — Present · Chicago, IL, US

   Lead enterprise client operations and project delivery functions focused on scalable execution, customer outcomes, and operational impact.• Spearhead delivery of value-added strategic initiatives generating $13M+ in annual revenue• Increased year-over-year revenue by 43% without adding headcount• Improved Net Promoter Score (NPS) to 72% through quality standards and leadership alignment• Standardized delivery frameworks and governance to enhance operational efficiency and client satisfaction• Drove a 22% increase in employee engagement through structured feedback, coaching, and development

Education

• Villanova University

  Six Sigma Green Belt Coursework

  2017 — 2018

• University of Illinois Chicago

  Bachelor of Arts, Psychology

  1992 — 1995

Skills

• Process Improvement
• Management
• Team Leadership
• Business Process Improvement
• Talent Management
• Customer Retention
• Customer Service
• Coaching
• Customer Relations
• Strategic Planning
• Client Retention
• Mentoring
• Leadership
• Adp Payroll
• Recruiting
• Employee Benefits
• Adp
• Succession Planning
• Hris
• Client Service
• Training
• Customer Satisfaction
• Performance Management