Looking for a job

Christopher User

@poolewchristopher

Message

I build stronger client teams through coaching, training, escalation ownership, and process improvement.

United States

Message

What I'm looking for

I'm looking for a remote Client Success or Team Lead role where I can combine people development, client escalation ownership, and process improvement.

At ADP, I lead client-facing teams of up to 26 associates while owning the coaching, training, and process infrastructure that helps them succeed.

I've onboarded 15 new hires and built workshops on empathy, emotional intelligence, and de-escalation so new associates can confidently handle live casework, executive status calls, deadlines, and payroll-error fallout.

I'm the escalation point for high-priority client issues, creating action plans and coordinating across teams to resolution. I also rewrote payroll-processing guidelines with review and validation steps designed to catch errors before they reach clients.

Across ADP, Delta Education, and Kryterion, I've led teams, managed client accounts, built reporting and projections, trained staff, and used customer and performance trends to improve service. I'm especially interested in combining people development with practical process ownership, including AI-assisted auditing and Microsoft Copilot adoption.

Experience

Work history, roles, and key accomplishments

Current

Client Services Team Lead

Current

ADP

Feb 2023 - Present (3 years 7 months)

Lead client-facing teams of up to 26 associates, coaching performance and building development plans. Built training workshops on empathy and de-escalation, onboarded 15 new hires, and rewrote processing guidelines to catch errors before reaching clients.

Team Leadership Coaching Training Workshop Facilitation Emotional Intelligence De escalation Microsoft Copilot Process Auditing Process Improvement Project Management Salesforce Payroll Processing Data Analysis

Client Support Specialist I–III

ADP

Oct 2018 - Feb 2023 (4 years 4 months)

Managed a portfolio of high-revenue client accounts as the main point of contact for service issues. Resolved complex client problems, coordinated corrections, and led cross-team projects on system setup and reporting.

Problem Solving Project Management Reporting Setup Process Improvement

Centralized Registrar

Delta Education

Mar 2014 - Oct 2018 (4 years 7 months)

Managed the class schedule for two campuses, working with academic teams to maintain accuracy. Consistently met enrollment and efficiency targets, and built projections and reports for campus leadership.

Scheduling Data Analysis Reporting Projection Efficiency

Shift Manager

Kryterion Inc.

May 2010 - Apr 2014 (3 years 11 months)

Led a team of 15–25 agents plus a team lead, providing daily coaching and delegating work. Managed major client accounts, interviewed and trained new staff, and tracked customer trends to shape team strategy.

Team Leadership Coaching Delegators Account Management Interviewing Training Strategy