TIFANIA STANFORD

773-***-****

ad3sc0@r.postjobfree.com

Variable Workforce Director / Recruitment Call Center Director / Telecommunications Director

SUMMARY:

Experienced Operations Director and Business Partner with a proven track record in effectively managing talent across Executive and Technical domains. I thrive on challenges that involve transforming seemingly impossible tasks into tangible achievements. I've been employed with innovative organizations in diverse industries (banking, investment, insurance, IT and staffing) such as St. Paul Federal Bank, Mesirow Financial, Aon Services Corporation and PeopleScout. I’ve partnered with vendors for IT support/resolution and negotiated contracts with AT&T, NextiraOne, Verizon, Siemens, IBM, Cisco and Presidio. My strength lies in constructing robust operational infrastructures and support services across various organizational levels. I am driven by a passion for cultivating enduring relationships and shaping organizational culture.

AREAS OF SPECIALIZATION:

Core Competencies - Operations:

Client Services: Variable Workforce Sr. Director of 250-800+ virtual employees (2017 – 2023)

Call Center: Recruitment Center Sr. Director of 500+ onsite junior recruiters (2010 - 2017)

Technology: Programmed Rolm/Siemens 9005, Nortel Option 11/Option 81 and Cisco CUCM telephone systems (1990 – 2018)

Banking, Insurance, Investment and Staffing Solutions

PROFESSIONAL PROFILE

PEOPLESCOUT (05/05-05/23)

Sr. Director of FlexTeam/Talent Acquisition Consultant Program

Leading Variable Workforce team of 800+ Members and Four Ops Managers

Redesigned and rebranded VWF (previously referred to as the FlexTeam) to Talent Acquisition Consultant (TAC) Program resources to our external clients in hospitality, banking, warehouse, waste management and healthcare sectors. Developed solid SOPs and strict SLAs, in an effort to meet the needs of the business. Run weekly payroll, hire, align, manage, coach, performance manage, incentivize, roll-off and terminate staff. Managing 250-800+ staff members.

Client Delivery (PeopleScout US Client Portfolio)

Internal customer management, foster account growth initiatives, assist team and support client by monitoring and auditing to ensure team members adhere to attendance expectations, service level agreements and SOPs defined by client delivery.

Build and maintain proactive strategic partnerships with leaders and client groups

Developed recruitment strategies with Hiring Manager and Recruitment Director. Conduct intake sessions, in order to fill job requests, based on specific client needs. Lead FlexTeam Managers in order to meet SLAs, strict SOP adherence and fulfill internal job requests which vary from week to week.

SOP Adherence/Management

Assisted VP with VWF (variable workforce) start up 2017 and ongoing management of the FlexTeam, as we built the FlexTeam from the ground, which has helped Client Delivery to provide scalable and on-demand resources to our external clients in hospitality, banking, warehouse, waste management and healthcare sectors. Developed solid SOPs and strict SLAs that we must adhere to, in an effort to meet the needs of the business. Run weekly payroll, hire, align, manage, coach, motivate, incentivize, roll-off and terminate staff. Managed scalable FlexTeam resources.

Recruitment Center Director

Call Center Management (Entire PeopleScout Portfolio of Clients)

Internal customer management, support clients by processing calls, monitoring/recording calls, training, metric reporting to ensure team members adhere to attendance expectations, managed to stringent SLAs and implemented SOPs, as well as streamlined processes to support a complex work environment with constantly changing priorities based on the needs of our clients.

Supervised a team of Trainers responsible for conducting various training programs, including week one new hire training, level two training, advanced training, and client-specific training classes. Managed Shift Supervisors who strategically allocated resources based on factors such as hold times, the number of candidates in the queue, and outbound assignments, while ensuring compliance with hourly/shift SLAs using telephone system reports. Produced hourly, daily and/or monthly reports for metrics, KPIs, productivity and call routing to meet SLAs.

Took on a comprehensive role in staffing, from hiring to termination (conducting open houses), including aligning, coaching for productivity, motivation, incentivization, rolling-off, and terminating staff. Collaborated with HR to address escalations, disagreements, confrontations, and harassment, as well as attending unemployment hearings and personally managing challenging separations and reductions in force.

IT/Telecommunications

Handled all setups for new hires and removal of programming for terminated employees, which include: telephone, name/caller ID, voicemail and/or ACD setup for the various client queues. Programming of all telephone numbers for the entire organization. On-call 24hours for the Recruitment Center that was open 365 x 16 (7am-11pm). Ensure that employee had all necessary IT tools to perform, which included PC login, applicant tracking system credentials, conference calling privileges, hardware, etc. Produced monthly conference calling/carrier reports for departmental billback of telecom services.

Facilitated the comprehensive relocation of our entire company from Orleans to Evergreen, overseeing the transition of 500+ toll-free numbers and 1000+ DID telephone numbers, alongside the seamless transfer of several hundred employees in a call center setting. The critical task at hand involved meticulous coordination to guarantee that each telephone number was accurately routed to the designated person, queue, or agent.

Oversaw the resolution of all escalations related to PCs, infrastructure, connectivity to India (QoS/Latency), servers, service disruptions (arising from carrier outages, Nortel, ATS, or CTI software failures), telephone hardware, and telephony equipment.

Managed new hire setups and programmed terminations for separated employees, encompassing tasks such as telephone configuration, external name/caller ID, voicemail, and/or ACD setup for various client queues. Additionally, orchestrated the setup of all telephone numbers for the entire organization. Maintained a 24-hour on-call availability for the Recruitment Center, which operated 365 days a year for 16 hours each day (7 am to 11 pm). Ensured that employees had the essential IT tools for optimal performance, including PC login, applicant tracking system credentials, hardware, and more.

Coordinated all relocations for the entire organization, involving gathering current information from the existing location and establishing services at the new one. This encompassed tasks such as ensuring live jacks, punching down wires in the cable closet, performing software updates, and installing necessary hardware. Managed moves ranging from individual relocations to those involving up to fifty people. For larger moves (involving 10+ people), collaborated with IT and Facilities teams, conducting meetings to ensure team alignment. Given the dynamic nature of our business model and the need for constant team reconfiguration, organized weekly IT/Facilities meetings to ensure seamless transitions on move days. Produced daily and/or monthly reports for network management and department billing of telecom services.

AON SERVICES CORPORATION (04/00-05/05)

Operations Team Leader

Project/Work Guidance for several internals and consultants

Provided system design, engineering, architect and project management support for the seven phased (300-500 stations per phase) corporate headquarter relocation of approximately 3,000 employees. Migrated long-distance services from existing carrier to AT&T. Developed SOPs for new environment and auditing processes for consistency and accuracy. Designed ticketing system for requests, which resulted in the ability to produce monthly statistics pertaining to requests and internal relocation efforts. Nationwide right-sizing project, which entailed re-engineer sites, removal of excess services/equipment and/or converting from copper to digital services. Executive deskside support and broker support for ring-down services. Performed upgrades, MAC (moves, adds and changes) to Siemens telephone system – Avaya, Nortel, Hicom 150/Hicom 300, NiceLog, etc. Produced daily and/or monthly reports for network management and department billing of telecom services.

MESIROW FINANCIAL (10/98-04/00)

Systems Administrator

Single Point of Contact for Telecommunications Support

Developed SOPs for new environment and maintained cable records, in addition to processed monthly carrier and processed carrier and vendor invoices. Projects included: ACD implementation, CDR conversion to TAG call detail recording system and installation of Interalia announcer/application. Provided Executive and Broker Support-performed deskside support, hardware, software and/or wire, moves, adds and changes to newly installed Siemens Hicom 300 telephone system. Supported V-band, Wordnet recording system and broker ring-down circuits, PRIs and other dedicated services. Produced daily reports for network management and department billing of telecom services.

ST. PAUL FEDERAL BANK (02/88-10/98)

Sr. Voice Telecom Analyst

First Point of Contact for Telecommunications Support

Provided Executive and Broker Support-performed deskside hardware/software support, moves, adds and changes to three newly installed Rolm/Siemens 9005 sites and a host of NEC telephone systems at local branches. Supported call detail recording system and broker ring-down circuits, T1s and other dedicated services. Developed SOPs for newly installed systems and maintained cable records, in addition to processing monthly local and long-distance carrier and vendor invoices. Projects included: designing system standards, engineering sites and installing new phone systems and day one support for newly acquired bank locations, 50 T1s migrations and removal of old services. ACD implementation at home office. Installed Periphonics VRU and ISI Infortext CDR system. Designed training material to ensure end-user requirements are met and provided end-user training.

EDUCATION

Concordia University, River Forest, IL

Courses Leading to BA

Triton College, River Grove, IL

Major in Business Management

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