Chris Klocek

• Business Ownership & P&L: Launched and solely owned a two-location franchise. Managed full P&L, budgeting, pricing, vendor agreements, cash flow, and compliance for a first-of-its-kind property maintenance concept.
• Brand & Market Development: Pioneered the brand in new territories with zero market presence. Built client base from scratch and established local recognition through targeted networking and service excellence.
• Client Acquisition & Retention: Secured and expanded relationships with property managers, HOAs, and homeowners. Grew client/contact list to 600+ accounts via customized maintenance programs and proactive service.
• Operations & Service Execution: Using Serviceminder.io CRM to manage all field and office operations: including lead capture, scheduling, dispatching, proposals, invoicing, and online payment processing.
• Innovation & Corporate Partnership: Collaborated with corporate to refine services and develop vendor partnerships system-wide. Served on the Advisory Board Committee, representing regional owners to drive engagement. Ensured 100% SLA compliance across services.
• Performance & Continuous Improvement: Led root cause analysis, implemented tech training, and reported outcomes to clients and corporate to validate innovations and drive scalable growth.

(This division is now known as Strada Global)

• Account Management: Drive end-to-end success for assigned large-market Worday clients ($10MM+ portfolio TCV). Own Change Requests (scoping, pricing, implementation), contract reviews, governance routines, and full financial accountability.
• Client Relationship Management: Build trusted, long-term client partnerships; serve as the single escalation point for executive issues and coordinate with Operations, IT, and other teams/stakeholders to meet client objectives. Successfully re-newed contract extensions for multiple clients.
• Service Delivery Oversight: Ensure contract and SLA compliance across all locations, domains, and platforms. Onboard new-client implementation from hand-off through go-live stabilization. Execute annual ACA reporting (Forms 1094/1095) for seamless, error-free compliance.
• Performance and Reporting: Track, analyze, and report KPIs to prove client value. Own root cause analysis (RCA), drive corrective actions to closure, and present outcomes. Lead QBRs and Annual Reviews with tailored, data-driven insights tied to each client’s unique goals.
• Team Leadership: Provide coaching and mentorship to client service managers and delivery staff to elevate performance and accountability.
• Strategic Alignment: Co-create a forward-looking success roadmap with clients, spot practical upsell/cross-sell opportunities for Alight solutions (including ACA reporting), and deliver measurable progress against their business and workforce goals.

• People & Performance Management: Developed colleagues through mentoring, annual performance reviews, pay discussions, interviewing, onboarding, cross-training, growth opportunities, and feedback to managers.
• Operational Strategy & Excellence: Tracked capacity via metrics, escalated staffing gaps, implemented process improvements, daily huddles, and CorePlus training to meet deliverables and drive efficiency.
• Systems, Processes & Testing: Updated SOPs/processing guides per client requirements and best practices; reported defects via Maestro, collaborated on tech hand-offs, created test plans, performed acceptance testing, and delivered client-specific training to delivery and call center teams.
• Operational Management: Partnered with call center on trends, coaching, participant experience enhancements, and escalation prioritization; ensured timely task completion, right-touch connections, and risk/capacity identification via huddles.
• Client Partnership & Responsiveness: Built strong relationships through weekly calls, quarterly governance, onsite visits, timely escalations, and tough conversations yielding acceptable outcomes.
• Financial & Risk Management: Ensured accurate/up-to-date blueprints and billing, informed teams of updates, reviewed timecards, conducted root cause analyses, and mitigated E&O risks via leadership action plans. Successfully lead large market client through stability plan to get backlog of issues and client inquiries back on track to meet KPI's. This included creating & updating over 100 SOP's.