Sheila S.

About Sheila S.

Resilient and results-driven leader with 20+ years of experience in implementation, client services, and program management across HR technology, telecommunications, and enterprise services.I specialize in leading large-scale implementations, building high-performing teams, and delivering measurable outcomes in complex, fast-paced environments. Highlights include: • Implementation & Delivery Excellence – Successfully managed multimillion-dollar programs, consistently meeting timelines, budgets, and client expectations. • Executive Client Relationship Management – Partnered with senior leaders and sales teams to retain top-tier accounts and drive revenue growth. • Operational Transformation – Designed and implemented processes that improved scalability, efficiency, and client satisfaction. • Leadership & Mentorship – Known for developing engaged, accountable teams and coaching future leaders.With an MBA, PMP certification, and McKinsey executive training, I combine strategic vision with hands-on execution. My leadership style is firm yet collaborative, thriving under tight deadlines and strong personalities while keeping people aligned to results.I’m passionate about driving transformation in implementation and client delivery leadership roles, and I bring both resilience and proven expertise to every challenge.

Experience

1. Technology Service Leader

   ADP

   Oct 2022 — Present · Atlanta, GA, US

   As a Benefit Service Leader at ADP, I lead a dedicated team of technology specialists focused on delivering comprehensive benefits solutions for our HR clients. Together, we design, implement, and manage benefits plans tailored to the needs of diverse organizations. My role involves overseeing all aspects of service delivery, ensuring that each solution meets the highest standards of efficiency and client satisfaction.• Consistently maintained Net Promoter Scores (NPS) above 90%, reflecting our commitment to client satisfaction and service excellence.• Achieved industry-standard metrics in accessibility and case closure, including maintaining a 3-day case closure average.• Fostered a high level of team engagement, driving a culture of accountability and continuous improvement.

Education

• DeVry University

  BS, Computer Information Systems

• Georgia State University - J. Mack Robinson College of Business

  MBA, Business Management

  1999 — 2001

Skills

• Risk Management
• Portfolio Management
• Competitive Analysis
• Governance
• Business Process Improvement
• Business Case
• Sequel
• Process Improvement
• Change Management
• Roadmap Creation
• Operations Management
• Visio
• Mobile Internet
• Budgets
• Online Product Development
• Pmo
• Pmp
• Leadership
• Cross-Functional Team Leadership
• Clarity
• Requirements Analysis
• Wireless
• Strategy
• E-Commerce
• Integration
• Internet
• Project Portfolio Management
• Performance Management
• Crm
• Sharepoint
• Corporate Governance
• Ms Project
• Agile Project Management
• Product Management
• Rally
• IT Strategy
• Agile Methodologies
• Management
• Project Management
• Budgeting