Adriann M.

Dalton
Randolph, NJ, Cell: 678.736.9993, Email: daltonadriann@gmail.com LinkedIn:
https://www.linkedin.com/in/adrianndalton
Summary of Profile
Over 25 years of operations, strategy, sales and service leadership experience. Responsible for leading teams with
industry leading service and support organizations in insurance, ecommerce, retail and technology. Proven senior
level executive with the ability to develop, plan and execute strategies that result in improved business results
(revenue, profit, and service metrics), improved client retention and the development of strong management
teams. Functional leadership experience in high-growth and turn-around business, sales, marketing, business
development, strategy, and operations.
Professional Experience:
ADP Insurance Agency, Florham Park, NJ, (6/14 to Present)

Full Line Health and Benefits Insurance Organization

Responsible for supporting all aspects of the client policy lifecycle for Automatic Data Processing Insurance
Agency's (ADPIA) $22m Health & Benefits business. The H&B business provides Medical, Dental, Vision, Short
Term Disability, Long Term Disability, Life Insurance and other benefit policies to over 7,500 clients,
representing over $500 million in premiums.
Lead a team of 130 associates across 4 locations, including 95 in the US (NJ, PA, TX) and 35 in Hyderabad,
India.
Support over 120 external Carrier and 25 General Agent partners, each of that has unique standard operating
procedures for similar functions and varying levels of automation, from paper/mail-based to EDI-enabled.
Support a combination of traditional call center and dedicated representative client service models, as well as
supporting both clients and their employees.
Created and executed upon Service strategy to address current challenges with retention and on-going
support, resulting in 15% improvement in retention (62.7% to 77.7%).
Created and executed upon up-market Sales and Service strategy to drive client growth in the 51 to 99
segment, resulting in 125% growth in client base.
Created and executed upon a staffing strategy, in order to address a significant need to upgrade talent within
organization, resulting in planned turnover of 70%.
Responsible for the service migration and rollout of a new benefits enrollment platform, including working both
internally and externally to identify system needs for both clients and associates.
Created and Implemented core training methodology, including a significant focus on Carrier, ACA and general
industry education. Facilitate on-going presentations from Carrier and GA partners to provide key updates.

ADP Insurance Agency, Florham Park, NJ, (9/13 to 2/15)

VP, Client Services

Property and Casualty/Health and Benefits Insurance Organization

VP, Implementation and Shoring

Held two senior level leadership roles simultaneously while the organization identified a backfill for this critical
role, with a direct staff of 37 senior level leaders.
Responsible for annual implementation of approximately 38,000 new clients with property/casualty and
health/benefits insurance policies for Automatic Data Processing Insurance Agency (ADPIA), with $130m in
annual revenues, $1b in annual premiums and 130,000 clients.
Led team of 195 associates across 4 locations, including 60 in three US locations (NJ, PA and TX) and 125
associates in Hyderabad, India.
Recruited and trained strong, experienced leadership team to upgrade talent level and drive process
improvements, including transaction score improvements from 78% to 87%.
Established new training, continuous improvement and workforce management departments, including the
recruitment of all staff, development and execution of the business strategy.
Operated as primary liaison between the organization and all service technology resources. Responsible for
the rollout of several critical business tools, including the NICE call recording system, the Genesys Workforce
Management System and many other proprietary software applications to drive associate productivity or
enhance service operations.

Adriann M. Dalton
ADP, Inc., Alpharetta, GA, (11/10 to 9/13)

Wholesale and Banking payroll processing, service and implementation

Third party claims administrator for auto & property insurance claims

High-end ecommerce retailer

VP, Operations & Administration

Led a staff of 20 direct reports and 350 service associates. Expanded operations into two locations (WI and
OH), including 250 associates in traditional call center roles,
Responsible for the day-to-day support of 100 different mid and top and mid-Tier insurance carriers and their
policyholders,
Grew business during tenure from $20m in annual revenues and annualized sales losses in excess of 20%, to
annual revenue of $65m and annual sales growth of 15%.
Drove profitability improvements during tenure, which resulted in annual growth from $800k to over $6m in
annualized profits.
Created business plan, marketing and operational strategy for new business operation, focused on property
claims management. Responsible for successful execution and rollout, resulting in $15m in first year annual
revenues.
Developed and implemented new strategy to redesign web presence, increasing web traffic 50%.
Complete P&L responsibility for all aspects of day-to-day operations of national third party claims administrator
handling auto and property claims services, including client services, call center, human resources and
administration.
Responsible for the development and on-going leadership of a vendor management program, which included
7,500 national providers who provided windshield repair/replacement and home restoration services.

Bluefly, Inc., New York, NY (9/02 9/04)

Client Relations Executive

Responsible for 80% growth in revenues, 139% improvement in profits and 218% improvement in net
operating income.
Led a team of 125 associates across 5 locations, including 85 in four US locations (GA, NJ, IL, CA) and 40
associates in Manila, Philippines.
Supported a combination of traditional call center and dedicated representative client service models, to
support wholesale and banking clients, along with key business partners.
Oversaw the day-to-day implementation and service operations for more than 25,000 clients and $16m in
annual revenues, for wholesale clients operating on ADP's RUN Wholesale Payroll Platform.
Created and implemented new sales, service and support strategy, which drove improvements in client
retention and double-digit growth in both revenues and profits.
Created and rolled out offshore Service strategy to provide operations which supplemented US-based staffing
and resulted in significant improvements in client on-boarding and cost reductions.

HSG CodeBlue, Eau Claire, WI (9/04 to 11/10)

Page Two

Director, Operations

Responsible for all day-to-day operations for high net worth clients, including customer service, fulfillment,
logistics, vendor management and inventory control.
Developed and implemented new customer service strategies to address business needs, including new
operational policies, procedures and packaging initiatives.
Led staff of 3 direct reports and 250 indirect reports through outsourced pick, pack, ship operation in
Martinsville, VA. Oversaw 15-person call center operation.
Developed strategy and implemented a highly successful retail operation in downtown Manhattan during peak
holiday season, which resulted in an additional $800k in revenues and $400k in profits and executed product
liquidation strategy which resulted in $500k in additional revenue.
Reduced operational costs across all functional areas ($2m annually), while increasing sales 25%.

Adriann M. Dalton

Page Three

SubmitOrder, Inc., Dublin, OH (2/00 9/02)

Director, Brand Development

Third party logistics provider for ecommerce organizations

Managed entire business relationship with major multi-channel retail clients to establish and execute strategic
business plans for e-commerce, catalog and retail business initiatives across multiple channels of distribution
(clients included: K-Mart, American Eagle and Este Lauder, among others).
Led team of 10 Brand Managers, who provided day-to-day client support and indirectly led 500-call center and
750 warehouse personnel.
Led the development and rollout of multiple new product initiatives, including value-added services for the
distribution center; call center and information technology groups, which resulted in approximately $2million in
additional annual revenues.
Provided leadership and process development during complete infrastructure build of industry leading
fulfillment solution. Utilized highly integrated Oracle, Siebel and PKMS solution with $200K daily order capacity
and premier customer relationship management tools.

Safelite Glass Corp., Columbus, OH (6/92 2/00)

National retail auto glass repair & replacement organization

Director, Business Process Improvement

Managed the total re-design of field communications program to educate and train over 6,000 full and parttime associates. Program included establishing new billing, warehousing and operational procedures.
Responsible for the creation and execution of numerous business strategies, focused on successful insurance
claims processing for over 4,500 call center associates, across three locations in Ohio.
Created and rolled out field-based, bi-lingual, certification program for over 2,500 associates
Partnered to create and implement several start-up operations, including a windshield repair operation
(revenues of $35m in first year of operation) and. a remote windshield installation operations (revenues of
$40m in first year of operation). Responsible for development and rollout of marketing, service and
operational strategies.
Successfully operated regional market operation, which generated $20m in sales and $5m in profits annually.
Operation included 20-person call center, 10 person warehouse operation, 5 brick and mortar locations and 25
installation associates.
Led operational integration of $800m acquisition. Came in under expense budget and ahead of target date.

Other relevant positions:

Cogebec, Inc., Technical Software Support and Training, Framingham, MA (1988-1992)
Trans World Music, Scheduling and Control Assistant, Albany, NY (1987-1988)
Southern New Hampshire University, Graduate Assistant, Manchester, NH (1985-1987)
Xerox Corporation, Marketing Representative, Albany, NY (1981-1985)
AWARDS
ADP Presidents Club, FY11, FY13; ADP Super Starts Qualifier, FY15
LICENSES
Life and Health Licenses, NJ License # 1549684
EDUCATION
Southern New Hampshire University, Manchester, NH, Graduated
Master of Business Administration, Major: Marketing
Nazareth College of Rochester, Rochester, NY, Graduated
Bachelor of Science in Management-Science, Major: Business
Center for Creative Leadership, San Diego, CA
Senior management leadership skill development and training