Q3 Town Hall Tempe

SBS West Region
Q3 Update



Revenue FY22 Plan Starts
101.4% 89.7%
Controls YTD
YTD 200,132
100.1% Losses
Retention 79.8%
89.94% YTD

YTD
(85.2%)

FY22 Plan

EASY OSAT Resolved
79.5 90.1 94.9

RNPS
45.7



Guadalupe Monroy Bryan Peterson Catina Manuel

Susan Eng Emily Abdul

Happy Milestone Anniversary!

Walter Nettles Jamie Sharp

15 years 5 years

Brian Giermek

1 year

Matthew Martell

1 year

Service Performance

Congratulations!

Sarah Millan
100% CES | 3.02 CPH

Homeshore

Maria Veronica Cruz Elizabeth Weston Isabel Massey Carlos Ochoa Melissa Epps
100% CES | 2.89 CPH 100% CES | 2.80 CPH 100% CES | 2.72 CPH 100% CES | 2.60 CPH 100% CES | 2.56 CPH

24X7 Tempe Philippines La Palma Tempe

Rueanne Arras

• Shared Productivity Best Practices with New Hires
• Part of NPS Champs and on Our People Team
• Positive and smiling with nickname “Sunshine

Girl”
• Club Upper Right & 100% NPS!

Service Performance

Aliza Alcantara Dominique Martinez Jess Sapp Michael Avila Apryl Rose Salvador
100% CES | 2.51 CPH 100% CES | 2.44 CPH 100% CES | 2.40 CPH 100% CES | 2.40 CPH 100% CES | 2.40 CPH

24X7 Homeshore Tempe La Palma Philippines

Kathleen Gonzaga Jan Ammen Trisha Infante Raymond Salva
100% CES | 2.39 CPH 100% CES | 2.37 CPH 100% CES | 2.34 CPH 100% CES | 2.34 CPH

PhilippinReus eanne Arras Philippines Philippines 24X7

• Shared Productivity Best Practices with New Hires
• Part of NPS Champs and on Our People Team
• Positive and smiling with nickname “Sunshine

Girl”
• Club Upper Right & 100% NPS!

Rookie of the Quarter

2320
Points

Rueanne Arras Congratulations!

• Shared Productivity Best Practices with New Hires Brandon Cunningham
• Part of NPS Champs and on Our People Team 88.9% OSAT | 2.74 CPH
• Positive and smiling with nickname “Sunshine
Tempe
Girl”
• Club Upper Right & 100% NPS!

Specialty Performance

2320 Nichole Oceguera Michelle Webb Renee Lawless
Points eServices Relationship Services Service TSS
La Palma La Palma
Robert Sciarra La Palma
Control
La Palma

Rueanne Arras

• Shared Productivity Best Practices with New Hires
• Part of NPS Champs and on Our People Team
• Positive and smiling with nickname “Sunshine

Girl”
• Club Upper Right & 100% NPS!

Top Manager

4640 Client Services
Points
Dave Guier
Rueanne Arras
95.6% CES | 2.48 CPH
• Shared Productivity Best Practices with New Hires Homeshore
• Part of NPS Champs and on Our People Team
• Positive and smiling with nickname “Sunshine

Girl”
• Club Upper Right & 100% NPS!

FY22 Initiatives

SCORE

Ron Staton Bryan Christie Matt Duffy Moni Angulo Trisha Infante
Tempe Tempe Tempe Tempe Philippines
82 Leads 31 Leads 31 Leads 29 Leads 27 Leads

FY22 Initiatives

MyADP

Dylan Zia Mariecia Miller Hazel Teano Michael Avila Dominique Martinez
Tempe La Palma La Palma La Palma Homeshore
117 Cases 113 Cases 90 Cases 86 Cases
120 Cases

FY22 Initiatives

Dave Bennett Ulises Ayala Kevin Garcia Tasi Malagamalii Trisha Alvarado
Tempe La Palma La Palma La Palma Homeshore
30 Saves 29 Saves 27 Saves 26 Saves
38 Saves

FY22 Initiatives

95% Resolution

Maria Veronica Cruz Elizabeth Weston Carlos Ochoa Aliza Ancantara Dominique Martinez
24X7 Tempe La Palma 24X7 Homeshore

100% Resolution 100% Resolution 100% Resolution 100% Resolution 100% Resolution

Billing Badge

Melissa Epps Britni Siwuda

Amendments Badge

Melissa Epps Britni Siwuda

Jurisdictions Badge

Britni Siwuda

Restaurants Badge

Britni Siwuda

Agency Badge

Sam Donaldson Britni Siwuda

PTO Badge

Miranda Olivas Britni Siwuda







Net New FY22 ROTY Relationship D.O. NPS
Business NPS (New Client)
First Year
3 points Retention 4 points 7 points

Stack ranked based 8 points Points allocated based Points allocated
on % of plan and on % of plan and YoY based on % of plan
YoY improvement Stack ranked and YoY improvement
based on TBD improvement
% CSC
Upper Quad

Tax Initiative

2 points % Imp EEs on MY ADP 3 points
Upper Quad
Stack ranked 1.0 point Points allocated based
3 points on % of RAA and
Points allocated
Stack ranked based on % of plan Applied For IDs missing
and YoY improvement

Region Points
E 34.0
S 22.5

MW 32.5
W 31.0

ENGAGEMENT SURVEY RESULTS

FY22 Q3 ENGAGEMENT PULSE

Overall Engagement Level

ADP Average 84%

Associates Fully Engaged Teams Fully Engaged • Teammates have my back
• Know Expectations
ADP Average 50% • Confidence in Future