Nikia Fluellen

Executive Relationship Manager - Team Leader @ADP

PA, US

ADP develops industry-leading, cloud-based payroll and human capital management software solutions for small, medium, and large organizations. As the Team Leader for the East region, my mission is to provide process-improvement support, HR technology support, and continuous mentorship to Relationship Managers across all lines of business focused on Service Culture, improving retention and Net Promoter Scores (NPS).• Mentor a team of 12 (twelve) Executive Relationship Managers, enhancing service culture and professional development, contributing to an improvement in client Net Promoter Scores (NPS) and increased team retention.• Generated $4.2M in upselling revenue in FY’24 through consultative sales of HR products and ancillary services by aligning client needs with ADP’s full suite of solutions.• Drove digital HR transformation by optimizing client usage of ADP’s WorkForceNow, HR and Talent modules, enhancing system adoption and improving HR operational efficiency.• Designed and executed Client Success Plans to guide clients through major organizational changes including Mergers and Acquisitions, workforce reductions, and business realignments, ensuring continuity and strategic alignment.• Deliver Executive Business Reviews focused on performance metrics, utilization insights, and ROI, strengthening C-Suite relationships and reinforcing ADP’s strategic value.• Lead transformation of HR programs including onboarding, performance management, and succession planning for key client groups, resulting in measurable gains in process efficiency and talent outcomes.• Maintained 100% retention for 5 (five) consecutive years resulting in client satisfaction, retention and value proposition.

Villanova University

Human Resource Management

Drexel University

Bachelors of Business Administration (BBA)