SUSAN H.

ANDERSON
4800 Lismoor Trace  Mableton, Georgia 30126 770-745-7343 (Home)  770-881-5792
(Mobile)

OBJECTIVE: Continually enhance my company’s value proposition and profitability using proven skills
in leadership, creativity, analytics, implementation of change and new business,
automation, process improvement, organizing people, achieving goals and motivating team
members.

SUMMARY: Diverse leadership experience with demonstrated strengths proven in a fast paced service
environment with consistent revenue growth of 20+% annually. Strengths and expertise include:

 High Energy  Creative Vision  Continuous Improvement

 Team Player  Problem Solving  Building High Performance Teams
 Standardization  Goal Driven  Start up business success

SELECTED ACHIEVEMENTS
Key Roles in many areas of ADP National Accounts new Comprehensive Outsourcing Services (COS)
► As one of the first Service Delivery Managers for COS responsible for service and process for client
base, worked with Implementation to clearly articulate the Roles and Responsibilities of the client and
ADP in their complex and sometimes overlapping relationship to improve client satisfaction.
► Program manager for the development of an Implementation baseline standard client configuration with
a goal of reducing custom new client configurations by 80%. Experience with early adopters has shown
to reduce implementation custom configuration requirements by 90% or more.
► Developed custom reusable program library with programs that can be applied to multiple clients in
implementation or service with 80% or less customization. Several of the programs developed have
since been added to the base HR and Payroll applications; example: Salary Pro-ration program
eliminates .75 hours from each processing cycle and virtually eliminates errors caused by the previous
manual process
► Directed the business component of design and project oversight for the development of COS wide
strategic initiatives such as a web based Practitioner Self Service and Savvion BPM business process
automation tools. These key strategic initiatives when fully deployed will realize efficiency gains of
20% within the COS employee call center and 25% for each payroll processing while improving quality
for COS clients.

Instrumental in many roles within ADP’s startup of a complete human resource outsourcing business,
TotalSource:
► Developed and maintained the initial Payroll Service product enhancement priorities and roadmap
► Reduced the number of steps for payroll transmission by 15 for each TotalSource payroll processed.
Acted as product manager, business analyst, quality assurance and training lead in this project as
directed by Operations Executive
► Designed, rolled out and maintained Benefits and Payroll training programs and reference
documentation from ground zero to finish including laws, business rules, self study instruction, creation
of a database, classroom training, post test and student progress evaluations
► Part of a development team which created a strategic internet strategy for the input of human resource
client and employee input which reduced direct labor for these clients cost by over 50%
► Active participant in building the infrastructure and service portfolio to support what is today a 1.2
billion business

Reorganized and motivated the Implementation organization to improve productivity, service and
employee retention. Results included:
► 3 point improvement in client satisfaction and 35% improvement in employee retention the first year
► 30% productivity increase beginning in the second
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PROFESSIONAL EXPERIENCE

AUTOMATIC DATA PROCESSING, (ADP Inc.) Atlanta, Georgia

National Accounts Division, Comprehensive Outsourcing Services 2004 - 2009
Director of Strategic Projects/Continuous Improvement 2007 - 2009
Manager and Director of Field Support Services 2006-2007
Responsible for the identification and execution of strategic initiatives. Identified opportunities for
improvement in products and processes. Managed or directed project teams from project initialization
through closure. Assigned to critical accounts in jeopardy with responsibility for working with the client
and business to create and lead a plan devised to propel the client to a favorable status.
Service Delivery Manager, COS 2004 - 2005
Responsible for overall client experience and service level agreements of all ADP products and services for
assigned clients. Directly managed multiple payroll teams processing payroll/HR and providing customer
service and executing projects. Accountable for creating business partnerships with clients, vendors and
multiple ADP business units.
Total Source Division
Product/Operational Training Manager 1999-2004
Responsible for design & implementation of Benefits, Payroll, and New Business training programs for all
regions. Responsible for the creation of standard business processes of payroll and benefits. Managed the
Payroll Technical Operations group, re-organizing the department to specialize in technical functions of
Payroll, Banking and Tax Filing.
Client Service Manager 1997 - 1999
Led a service team of 13 service professionals providing front line HR, payroll, and benefits
services for over 500 clients. Built best practices, established service level agreements and worked
with development to deploy platforms to support future growth. Responsible for the payroll
product enhancement priorities and roadmap. Represented the business in working with the
development team to create and implement a viable web based solution for client processing of payroll and
benefits to enhance profitability and value proposition.
Major Accounts, Atlanta Region
Manager of Special Projects 1994 - 1997
Managed quality improvement projects, call center, and general ledger/implementation
service/operations.
Account Executive/Implementation Manager 1986 - 1994
30 employees in 5 states, 3000 conversions per year
Phone In Payroll and Client Service Manager - Teledata, 1981 - 1986
30 service representatives - Responsible for payroll input and service.
PROFESSIONAL TRAINING
Varied professional training courses including:
Presentation Skills Effective Writing for Executives Strategic Management
 Advanced Data Query  Leadership Time Management
 Managing by Objective  Project/Program Management  Negotiating for Success

Special Skills:
Microsoft Office applications including Excel, Powerpoint, Word, Project, and Visio
Enterprise HR, ADP’s licensed version of People Soft
Siebel CRM
ADP Payroll, HR & ReportSmith Software
Data Processing, Cobb County Vocational Technical College
Accounting & Data Processing, Dekalb County Technical College