Spencer Ungerleider
Royersford
Summary
Forward-thinking Sr Vice President of Operations dedicated to continuous business improvement focused on enhancing revenue and streamlining business operations. Diligent in driving profit maximization through multifaced business approaches.
Overview
23
23
years of professional experience
Work History
SVP, Operations
Primepay LLC
06.2021 - Current
- Created a Shared Services division focused on delivering excellence in Service Delivery of Logistics and Administrative Services
- This group was instrumental in helping us reduce our Facility footprint from 12 locations down to 3 Centers of Excellence
- Created and implemented a Customer Success Division that has improved Gross Retention rates by 20 pts in our mid to enterprise-size clients while also converting implementation into a Professional Services Division dedicated on client adoption rates
- Building an optimization team dedicated to uncovering outsourcing and automation items within our Service and Benefits teams
- Saved over $250k in expenses while right-sizing margins to 50% for 3 separate products
- Created a Cash Management division focused on nationalizing processes and procedures while centralizing functions
- Reduced collections by 70% (Reduced by over $2 Million) of the outstanding amount with updated processes
- Converted all customers to updated bundles and contracts while generating over $7 million in revenue while keeping loss revenue under $500k due to price-related losses
- Stood up an offshore group for our benefits Platform allowing us to reduce our stateside staff by 50%
- Also used embedded IVR and chat functionality to reduce call volume by 30%.
Director of Operations
Asure Software
04.2020 - 06.2021
- Lead and inspire the organization’s activities including maintenance of proper staffing levels, staffing resources optimization, attainment of individual and team goals, overall alignment with performance management requirements, goals, and rewards systems, employee relations, mentoring, and talent/career development
- Areas led to a 15% reduction in operational expenses
- Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
- Led to KPI creation and improved Gross Retention rates by over 2%.
Strategy Manager
Paychex Inc
01.2018 - 04.2020
- Develop and maintain a framework for reporting product performance on a daily, weekly, and monthly basis
- Report market performance monthly creating an increase in customer experience scores by 20%
- Monitors project lifecycle activity, ensuring that work is on schedule and adheres to original business requirements to deliver high-quality change within established guidelines
- Prioritized projects leading to the creation of a Client Facing Project Management division.
Enterprise Implementation Manager
Paychex Inc
06.2015 - 12.2017
- Developed national Implementation Project Management Process for mid-market implementation along with capacity planning process to properly allocate 75 employees across all business units
- Created a process that led to the improvement of the Implementation score
- The NPS Score increased from (12) to 42 during my tenure.
Sr Operations Manager (Multiple Locations)
Paychex Inc
03.2008 - 05.2015
- Plan, forecast, and reports on sales, losses, expenses, and business performance objectives to meet the business plan and adapt to changing conditions
- Responsible for P&L revenue centers in excess of 25 million dollars while exceeding profit goals
- Monitors and oversees fulfillment center measurables around efficiency, quality, and accuracy of product to the customer
- Led initiatives that reduced the operational footprint by over 15% by streamlining processes and a move to a paperless environment
- Acted as a Site Leader for various locations and divisions accounting for over 250 employees with direct accountability for 130.
Various Front-line Leadership Positions
Paychex Inc
04.2001 - 02.2008
- Plan, forecast, and reports on sales, losses, expenses, and business performance objectives to meet the business plan and adapt to changing conditions
- Responsible for P&L revenue centers in excess of 25 million dollars while exceeding profit goals
- Monitors and oversees fulfillment center measurables around efficiency, quality, and accuracy of product to the customer
- Led initiatives that reduced the operational footprint by over 15% by streamlining processes and a move to a paperless environment
- Acted as a Site Leader for various locations and divisions accounting for over 250 employees with direct accountability for 130
- Led partnership meetings and was accountable for the overall success of the location.
Education
Master’s Degree - Project Management
Colorado State University, Global
06.2017
Bachelor’s Degree - Business Management
University of Maryland
06.2012
Skills
- Process Improvement – Six Sigma
- Project Management
- Change Management
- People Leadership/Employee Relations
- Business Intelligence
- Operational Efficiency
- Strategic planning and execution
- Cross-Functional Teamwork
- Organizational Development
Timeline
SVP, Operations
Primepay LLC
06.2021 - Current
Director of Operations
Asure Software
04.2020 - 06.2021
Strategy Manager
Paychex Inc
01.2018 - 04.2020
Enterprise Implementation Manager
Paychex Inc
06.2015 - 12.2017
Sr Operations Manager (Multiple Locations)
Paychex Inc
03.2008 - 05.2015
Various Front-line Leadership Positions
Paychex Inc
04.2001 - 02.2008
Master’s Degree - Project Management
Colorado State University, Global
Bachelor’s Degree - Business Management
University of Maryland
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