JOAN ADUN
Maricopa
Summary
Knowledgeable and results-driven Human Capital Management (HCM) Consultant and certified HR Professional with 15+ years experience and strong track record in delivering strategic HR, payroll, workforce management, client success, and HR technology solutions. Proven expertise supporting enterprise organizations with 1,000+ employees through HCM systems consulting, issue resolution, business process optimization, change management, training, and stakeholder engagement. Experienced in serving as a trusted advisor to clients by providing consultative guidance across Human Resources, Benefits, Payroll and Workforce Management solutions while driving operational excellence and client satisfaction. Skilled in requirements analysis, root cause investigation, project coordination, process documentation, training delivery, user adoption, and cross-functional collaboration. Recognized for building strong client relationships, solving complex business challenges, and delivering exceptional customer experiences in fast-paced environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
NAS HCM SERVICE CONSULTANT (HR)
ADP
12.2024 - Current
- Serve as the primary point of contact and trusted advisor for enterprise clients with 1,000+ employees utilizing multiple ADP HCM solutions.
- Manage a portfolio of assigned clients, ensuring delivery of exceptional service and timely resolution of HR, Payroll, Benefits, Workforce Management, and system-related issues.
- Provide backup support for team members' client portfolios during absences, ensuring uninterrupted client service and issue resolution.
- Collaborate daily with internal stakeholders and external partners to provide solutions and resolve complex, confidential, and time-sensitive client concerns.
- Facilitate weekly client review meetings to discuss open service requests, identify bottlenecks, establish action plans, and drive timely resolution.
- Analyze and resolve complex client inquiries across Payroll, HR, Benefits, and Time modules while ensuring accuracy and compliance.
- Deliver consultative support by identifying business needs and recommending optimized workflows and system solutions.
- Conduct Webex training sessions to educate clients on system functionality, navigation, best practices, and newly released features.
- Guide clients through software enhancements and product releases, supporting successful user adoption and maximizing system utilization.
- Test new functionality within training environments prior to production deployment to validate system performance and prepare clients for implementation.
- Deliver technical support, troubleshooting assistance, and consultative recommendations to optimize business processes.
- Utilize analytical and problem-solving techniques to identify root causes and implement sustainable solutions.
- Partner with cross-functional teams on continuous improvement initiatives designed to enhance service delivery and client outcomes.
- Create and maintain Standard Operating Procedures (SOPs) and knowledge resources to improve operational consistency.
- Uphold strict client confidentiality and data security standards by adhering to ADP policies, compliance requirements, and information security protocols to safeguard sensitive employee, HR, payroll, benefits, and organizational data.
- Provide consultative guidance and ongoing client education on ADP-recommended best practices, helping clients optimize system utilization, improve operational efficiency, and mitigate risk.
- Conduct training sessions, coaching engagements, and knowledge-sharing initiatives that promote user adoption and empower clients to effectively manage HR, payroll, benefits, and workforce management processes.
- Maintain high levels of client satisfaction through proactive communication, clear expectations, timely follow-up, and effective resolution of complex service requests and escalations.
- Earned multiple client and leadership recognitions within the first year at ADP for service excellence, responsiveness, client partnership, and exceptional support of enterprise HCM clients.
HR CONSULTANT | RECRUITMENT BUSINESS PARTNER LEAD
TUTORÍA
04.2021 - Current
- Lead an international remote HR team supporting recruitment operations and workforce planning initiatives.
- Built and expanded a high-performing team from 1 to 12 HR professionals.
- Increased tutor recruitment pipeline from 144 to over 1,180 tutors within three years.
- Designed and implemented scalable recruitment processes, onboarding procedures, and workflow improvements.
- Developed recruitment policies, SOPs, training materials, and onboarding resources that improved team effectiveness.
- Oversaw onboarding of approximately 45 volunteers monthly while ensuring positive candidate experience.
- Reduced onboarding training time through implementation of self-paced learning modules and video training resources.
- Managed workforce data tracking systems and reporting processes to improve visibility and decision-making.
- Facilitated leadership development, coaching, mentoring, and performance management initiatives.
- Collaborated with executive leadership to support organizational growth and strategic workforce objectives.
LEAD HR CONSULTANT
PACTLEADERSHIP LLC
12.2019 - 12.2025
- Deliver HR consulting, workforce planning, recruitment, onboarding, policy development, and leadership development services to small businesses and nonprofit organizations.
- Partner with business leaders to improve HR processes, employee engagement, and operational effectiveness.
- Develop HR documentation including employee handbooks, SOPs, job descriptions, training manuals, and process workflows.
- Facilitate leadership development, productivity training, and workforce management workshops.
- Provide strategic HR guidance on recruitment, onboarding, employee relations, and organizational development initiatives.
HR CONSULTANT
CHEMI CHEMI FAMILY LIFE COUNSELING SERVICES
05.2023 - 06.2024
- Provided outsourced HR consulting support to a behavioral health organization.
- Assisted with HR compliance initiatives supporting Arizona Department of Health licensing requirements.
- Developed HR policies, procedures, employment documentation, and onboarding processes.
- Supported recruitment, interviewing, onboarding, employee relations, and workforce administration activities.
- Managed payroll processing and HRIS administration, maintaining employee records, supporting workforce operations, ensuring payroll accuracy, and leveraging HR technology solutions to improve operational efficiency and compliance.
- Research, liaise, negotiate and follow up with various third-party i.e. healthcare credentialing, contracting and software providers to get the best value for money on healthcare systems required to effectively carry out outpatient services.
- Facilitated staff training and provided guidance on newly implemented systems and technologies.
- Maintained personnel documentation and ensured compliance with HIPAA and Arizona Department of Health Services (ADHS) regulatory requirements.
HR PROJECT CONSULTANT
AEROSTAR AVION INSTITUTE
05.2021 - 06.2021
- Led short-term HR consulting engagement focused on job architecture and recruitment process improvements.
- Redesigned job descriptions and contractor documentation.
- Developed project timelines, risk mitigation plans, and recruitment recommendations.
- Successfully delivered project outcomes while saving organizational HR costs.
Education
Master of Science (MSc) - International Human Resource Management & Employment Relations
Queen Mary University of London
UKBachelor of Arts (BA Hons) - Business Management & Human Resource Management
University of East London
UKDiploma - Social Work & Community Work
Waltham Forest College
UKSkills
- Human Capital Management (HCM)
- ADP Workforce Solutions
- HRIS Administration & Support
- Payroll Administration
- Benefits Administration
- Workforce Management
- Client Relationship Management
- Business Process Improvement
- Change Management
- Root Cause Analysis
- Project Management
- Stakeholder Engagement
- Process Documentation
- SOP Development
- System Testing & Validation
- End User Training
- HR Operations
- Employee Relations
- Talent Acquisition
- Service Delivery Excellence
- Continuous Improvement
- Data Analysis & Reporting
- Cross-Functional Collaboration
- Microsoft Office Suite
- Webex
- Zoom
- Teams
- Slack
- ADP Lyric HCM Solutions HRIS Systems Payroll Systems Workforce Management Systems Microsoft Office Suite Excel Word PowerPoint Outlook Webex Zoom Teams Slack
Certification
- Associate Member, Chartered Institute of Personnel and Development (CIPD)
- CIPD Level 5
- CIPD Level 7
Timeline
NAS HCM SERVICE CONSULTANT (HR)
ADP
12.2024 - Current
HR CONSULTANT
CHEMI CHEMI FAMILY LIFE COUNSELING SERVICES
05.2023 - 06.2024
HR PROJECT CONSULTANT
AEROSTAR AVION INSTITUTE
05.2021 - 06.2021
HR CONSULTANT | RECRUITMENT BUSINESS PARTNER LEAD
TUTORÍA
04.2021 - Current
LEAD HR CONSULTANT
PACTLEADERSHIP LLC
12.2019 - 12.2025
Bachelor of Arts (BA Hons) - Business Management & Human Resource Management
University of East London
Diploma - Social Work & Community Work
Waltham Forest College
Master of Science (MSc) - International Human Resource Management & Employment Relations
Queen Mary University of London
KEY ACHIEVEMENTS & RECOGNITION
ADP, Arizona
Q1 All-Hands Service Recognition – Lyric Team (2025)
- Recognized during Q1 All-Hands for outstanding performance supporting, client shortly after joining ADP.
- Commended for rapidly onboarding and becoming a trusted client partner through responsiveness, proactivity, and strong service delivery. Acknowledged for persistence, attention to detail, and effective management of complex service requests and case resolution.
- Recognized for maintaining high IVR quality metrics, thorough documentation practices, and ensuring clients received timely and accurate support.
- Praised as a collaborative team player who consistently supports colleagues and contributes positively to team success.
Client Spotlight Recognition – Service Excellence
- Recognized by clients for exceptional attention to detail and thoroughness in resolving complex HR and HCM-related inquiries.
- Praised for consistently going above and beyond to support client HR teams and ensure seamless issue resolution.
- Commended for simplifying complex processes and providing consultative guidance that enabled clients to navigate systems more effectively and independently.
Client Spotlight Recognition – Responsiveness & Delivery
- Acknowledged for delivering high-quality service aligned with client business needs and service expectations.
- Recognized for responsiveness, accuracy, and strong follow-through in resolving client requests and escalations.
- Demonstrated subject matter expertise and client-centric support that directly contributed to positive client experiences and high levels of client satisfaction.
TUTORÍA, New York, USA
• Led and scaled an international HR recruitment team from 1 to 12 high-performing HR professionals.
• Generated an estimated organizational cost savings of $304,980 through strategic recruitment leadership and process optimization.
• Increased the tutor recruitment pipeline from 144 to 1,180+ tutors within three years, significantly expanding organizational capacity.
• Improved recruitment operations and candidate management processes, contributing to a 60% increase in client retention.
CHEMI CHEMI FAMILY LIFE COUNSELING SERVICES, Arizona, USA
• Successfully led the HR documentation and compliance preparation efforts that contributed to the organization's approval as a licensed Counseling Center by the Arizona Department of Health Services.
PACTLEADERSHIP LLC, Scottsdale, Arizona
Co-founded and grew a consulting practice that delivered productivity training, strategic HR, leadership, and personal development solutions to 15+ organizations and 500+ professionals, including military personnel at Luke Air Force Base, Arizona, while mentoring emerging HR professionals and developing talent initiatives that successfully prepared aspiring HR professionals for Corporate HR careers into successful Corporate HR careers.
AEROSTAR AVION INSTITUTE, Chicago, USA
- Delivered a successful HR consulting project that saved the organization approximately $1,955 in HR costs and earned commendation from executive leadership for exceeding project expectations.