JASON SMITHSalt Lake City, UT

jlnasmith@comcast.net 801.518.1968 www.linkedin.com/in/jasonsmith66

CLIENT SERVICES AND OPERATIONS LEADERDeveloping exemplary client service teams and balancing stellar service with operational efficiencies

Energetic, creative and forward thinking leader with proven experience in client management, project management, healthcare administration, human capital management and directing large teams. Client advocate who excels in building and maintaining unparalleled partnerships. Proven track record of creating an environment focused on personal accountability, teamwork, metrics and customer retention to deliver exceptional results.

Strategic / Visionary Leadership Project / Product Management Pre-Sales / Sales Experience Customer Account Management Excellent Written and Verbal Communication Mentoring / Coaching Cross-Functional Collaboration Multi-Site Team Leadership

PROFESSIONAL EXPERIENCE

ADP Human Capital Management, West Valley City, UT 2004 – 2014

Director, Client Services and Operations 2009 – 2014Directed 7 service teams and 105 associates that provided benefits administration for 110 large enterprise clients worth $37M annually. Liaised between sales team, implementation group and ongoing operations to balance delivering stellar service with finding service team efficiencies throughout client lifecycle. Managed project teams responsible for large-scale initiatives, including migration of clients to next-generation health and welfare benefits platforms.

Maintained client retention rate above 90% over 5 years, while maintaining 70% Net Promoter Score from clients. 10 years of customer facing experience developing collaborative relationships with C-level executives and front

line leaders across a broad range of client accounts in multiple industries Reviewed client needs on a quarterly basis looking for upsell and cross-sell opportunities, improved the bottom

line of over $1.1M annually Navigated delicate conversations with clients and creatively resolved complex issues Excellent analytical, coordination and organization abilities and work well with both self paced and time sensitive

deliverables Ability to build and sustain relationships with sales, marketing, field services, pricing, contracts, service delivery

and technology Participated in multiple pre-sales presentations, with a 50% close rate

Client Services Manager 2005 – 2009Managed 18 associates responsible for developing, programming, implementing, and maintaining employee health and welfare benefits, including annual enrollment for assigned clients. Managed multi-year contracts and drove financial revenue of each client. Built strategic partnerships with 16 clients and developed exceptional relationships with C-level client executives.

Negotiated new contracts and contract renewals, increasing average renewal contract length from 3 to over 4 years.

Controlled annual budget of $1.5M, coming in under budget for 4 years in addition to annual reduction of 2% each year.

JASON SMITH jlnasmith@comcast.net PAGE TWO

ADP BENEFIT SERVICES (Continued)

Service Delivery Manager 2004 – 2005Managed multiple projects and initiatives for 6 national account clients by leading and directing cross-functional teams in a fast-paced, constantly changing environment. Served as overall liaison for the client and all product areas.

Achieved 99% on-time and accurate completion of benefits annual enrollment project for each client and respective employee populations.

Maintained client satisfaction scores of 95% and client retention rates of 100% through exceptional client relationship management.

SOUTHWEST AIRLINES, Salt Lake City, UT

Manager, Administration 2000 – 2004Provided operational oversight of 1,000 agents, administrative staff, union shop stewards, supervisors and managers in a world-renowned, customer service-focused call center. Directed human resource administration functions, including payroll, benefits, leaves of absence, FMLA, shift trades and vacation.

Improved productivity 4% while reducing staffing and operational costs more than 20% over 4 years through system improvements, increased training, and close monitoring of staffing needs.

Achieved extremely low attrition of <2% monthly for over 4 years by developing and implementing a local culture focusing on high morale and job satisfaction.

Deployed customer communication program that evaluated customer experience and identified areas for improvement. Implemented key process changes in response to customer feedback.

Assembled and led team that created and launched improved performance appraisal rating system ultimately adopted by organization for use in all 9 call centers.

Assistant Manager 1997 – 2000Coached and mentored 6 directly reporting supervisors, as well as over 120 indirect call center reports. Conducted union hearings and responded to grievances from union shop stewards.

Placed strong emphasis on mentoring supervisors and associates, which led to 20 promotions during tenure. Built strong relationships with union shop stewards, ensuring both business and union needs were met

consistently. Collaborated with Marketing team in meeting with local business leaders and travel coordinators to develop new

business for the SWABIZ product, resulting in $500K in new business.

EDUCATION

BA, Organizational Communications, University of Utah, Salt Lake City, UT

LANGUAGE

Danish – Read, write and speak

COMMUNITY INVOLVEMENT

Chairman of the Board of Directors of Forever Bound Adoption, Salt Lake City, UTActive Volunteer and Fundraiser for United for Adoption, Salt Lake City, UT

Youth softball and basketball coach