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Charles Milton

@charlesmilton

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Client service manager at ADP who led a 13-person EDI team supporting 15,000+ client accounts.

United States

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What I'm looking for

I’m seeking opportunities in client service management, escalation management, customer experience, customer success operations, and business operations.

At ADP, I led a 13-person Tier 2 EDI team supporting 15,000+ client accounts and coordinated case distribution with three peer managers. I managed high-risk escalations and created routing and workflow improvements to reduce misdirected work and repeat issues.

As ADP’s first EDI specialist in the Augusta office, I handled benefits enrollment file transfers and complex integration failures. I’m returning to full-time work after an intentional career pause to homeschool my children, and have refreshed my SQL and data analytics skills.

Experience

Work history, roles, and key accomplishments

Client Service Manager, Connection Services (EDI)

ADP

Oct 2017 - Mar 2022 (4 years 5 months)

Led a 13-person Tier 2 team supporting 15,000+ client accounts with 61,000+ insurance carrier integrations. Managed high-risk escalations, improved workflows, and consistently met 90% Top 2 NPS expectations.

EDI Benefits Integration Siebel CRM Excel Tableau KPI Reporting Escalation Management Team Leadership Process Improvement Root Cause Analysis SOPs Workflow Design

Senior EDI Services Specialist

ADP

Jan 2016 - Oct 2017 (1 year 9 months)

Handled complex EDI integration failures and executive escalations, averaging 100 service requests per month. Diagnosed file-structure and mapping discrepancies and created handling procedures for recurring issues.

EDI ANSI 834 Root Cause Analysis Troubleshooting Escalation Management Technical Documentation Team Leadership

EDI Services Specialist

ADP

Jun 2014 - Jan 2016 (1 year 7 months)

Managed automated benefits enrollment file transfers across ADP platforms, insurance carriers, and legacy systems. Tested and validated file changes and maintained technical documentation.

EDI Benefits Enrollment File Transfer Troubleshooting Technical Documentation HRBP Workforce Management

Client Support Specialist II

ADP

Aug 2012 - Jun 2014 (1 year 10 months)

Supported clients across HR, time and attendance, and benefits platforms, including migrations to cloud. Managed benefits enrollment support and handled escalations, maintaining a 100% NPS quality score.

client support Benefits Enrollment Troubleshooting Escalation Management HRBP Workforce Management NPS