Rae GibsonWalker

MBA-prepared operations and HR technology leader with 14+ years of experience driving enterprise client onboarding, SaaS implementations, customer success initiatives, and operational transformation programs. Proven success partnering with cross-functional stakeholders to deploy technology solutions, improve customer adoption, reduce escalations, and optimize enterprise business processes. Experienced supporting global organizations through implementation, governance, risk management, platform operations, and strategic account management.

Senior Account Manager at ADP (2023-08 – Present)

• Manage a portfolio of enterprise-level clients representing multi-million-dollar annual recurring revenue while maintaining client satisfaction and retention targets above 95%.
• Partner with HR, Benefits, Payroll, and Technology stakeholders to drive successful platform adoption and ongoing optimization initiatives.
• Reduced client escalations by over 40% through proactive account management strategies and operational governance frameworks.
• Led strategic onboarding initiatives that increased product utilization rates by 35% across newly assigned enterprise accounts.
• Collaborated with implementation and product teams to identify process gaps, improving service delivery efficiency by 25%.
• Developed executive business reviews and deployment roadmaps that strengthened client engagement and expanded account growth opportunities.

Implementation Specialist at ADP (2022-08 – Present)

• Led end-to-end SaaS implementation projects for enterprise clients, ensuring successful onboarding, configuration, testing, and deployment activities.
• Facilitated business discovery workshops with HR, Benefits, Payroll, and IT stakeholders to define requirements and implementation timelines.
• Managed multiple concurrent implementation projects while maintaining 98% on-time delivery performance.
• Accelerated client onboarding timelines by 30% through process optimization and standardized deployment methodologies.
• Coordinated cross-functional teams across operations, product, engineering, and customer success organizations to ensure successful go-live execution.
• Delivered implementation training and change management support that improved customer adoption rates by over 35%.

Digital CX Lead at CoinBase (2022-04 – 2022-08)

• Oversaw digital customer experience initiatives supporting a rapidly growing technology platform serving global customers.
• Achieved a 95% KPI attainment rate through process improvements and operational performance management.
• Collaborated with product, engineering, and operations teams to identify and resolve platform issues impacting customer experience.
• Analyzed customer feedback and operational metrics to recommend strategic enhancements that improved service quality and reduced resolution times.
• Supported large-scale customer onboarding and engagement programs during periods of significant organizational growth.

Senior Wealth Manager at Capital Group (2019-09 – 2022-04)

• Managed complex client portfolios while serving as a trusted advisor for high-value accounts.
• Increased client retention through proactive relationship management, strategic planning, and operational excellence.
• Conducted detailed business and financial analysis to support long-term investment and operational objectives.
• Collaborated with cross-functional teams to improve service delivery processes and enhance client satisfaction.

Brand Ambassador at Capital One (2015-01 – 2019-08)

• Delivered exceptional customer engagement and account management support for one of the nation's largest financial institutions.
• Trained and mentored new team members, improving operational readiness and performance outcomes.
• Supported customer onboarding, issue resolution, and service optimization initiatives across multiple business functions.
• Consistently exceeded performance metrics while maintaining high customer satisfaction scores.

Master of Business Administration in MBA – University of Phoenix

Bachelor of Science in Business Administration – University of Phoenix