Account Manager Client Services

Program, Project Management, Client Relationship professional with over 15 years of expertise in the Staffing Industry, managing diverse portfolios and fostering enduring partnerships. Proficient in VMS platforms and Six Sigma methodologies, driving operational efficiency while spearheading high-value MSP initiatives, surpassing compliance standards, and delivering exceptional client satisfaction.

Skills

Fieldglass (VMS)

Six Sigma Yellow Belt

Microsoft Project

Market Data Analysis

Beeline (VMS)

OSHA 10-HR

Project Workbench

Wage Analysis

Vector (VMS)

Bullhorn (ATS)

PowerBI

Compliance Management

Magnit (VMS)

JobDiva (ATS)

P&L Management

Risk Assessment

Professional Experience

CAMBAY CONSULTING LLC. May 2023 – December 2023 (Laid off)

Director of Client Services

●Fostered strong client relationships with sponsors and stakeholders, surpassing program objectives, resulting in heightened satisfaction and retention rates.

●Optimized and managed the performance of an offshore team of three Staffing Consultants, driving individual and group excellence through clear communication of expectations, monitoring of business plans and KPIs, execution of performance appraisals, and recognition of exceptional employee contributions.

●Provided dedicated support to a diverse portfolio of 25 client programs, spanning commercial and state/federal accounts, ensuring tailored solutions and fostering enduring partnerships that contributed to business growth and client success.

●Established collaborative partnerships with clients, engaging and aligning strategies to meet evolving needs, resulting in strengthened rapport and enhanced service delivery outcomes.

HAYS June 2021 - March 2023 (Laid off)

Client Manager Cognizant

●Pioneered a 10-member team in a groundbreaking MSP initiative, delivering exceptional service to Cognizant’s Business Units (AIA, CDE/CDB-DX, IoT), fostering a values-driven, high-performance culture that upheld sustained client satisfaction and retention.

●Directed the recruitment initiative, achieving 20-30 weekly starts for AIA and strategically managing five weekly starts for CDE/CDX, amplifying to at least 20 monthly during peak hiring seasons.

●Implemented a strategic approach to shortlist and release VMS requisitions while communicating new requisitions or changes to suppliers via VMS tools and hosted productive supplier calls, enhancing procurement efficiency.

●Assessed staff workflow, identifying and implementing measures to reduce non-value-added work, resulting in streamlined process flows and increased operational efficiency.

●Aided in successfully implementing the inaugural 1 billion spend MSP program, playing an integral role in deployment and establishment.

VOLT WORKFORCE SOLUTIONS March 2008 – June 2021

Program Manager 3M

●Oversight of compliance for 3M's $80 million spend program, achieving success by guiding compliance efforts, passing quarterly audits, nurturing a culture of excellence, and maintaining client satisfaction ratings above 90%.

●Served as a liaison between branches, onsite managers, 3M, and MSP, maintaining seamless communication channels and offering vital consultation on risk management for improved alignment and efficiency. Ensured seamless onboarding of our contingent workforce.

●Conducted comprehensive Quarterly Business Reviews involving 3M, MSP, and top locations, showcasing expertise in performance metric analysis, identifying areas for improvement, and driving strategic decisions.

●Led Vista Outdoor MSP, ensuring top-tier program standards for clients like Danone, Energy Northwest, and American Tower while spearheading client strategy calls, resolving service issues, and enhancing collaboration between Volt's leaders and 3M for significant service quality improvements.

Professional Experience Continued

GSI COMMERCE RADIAL, Eau Claire July 2007 - December 2007

Client Relationship Manager Hershey’s

●Launched Hershey’s Gifts as a new partner for GSI Commerce, ensuring seamless integration and operational synergy for a smooth transition and optimal performance.

●Supervised and managed a team comprising five call center supervisors and 65 agents throughout the launch phase, aligning efforts with service levels and contractual obligations to guarantee exceptional service delivery.

●Nurtured productive relationships by bridging Hershey’s Gifts and GSI Commerce, facilitating strategic meetings with Hershey’s Gifts executives in King of Prussia, PA, and conducting on-site visits to facilities to ensure collaborative success.

●Implemented robust oversight strategies that enforced the attainment of all Service Level Agreements by monitoring and guiding the activities of call center agents, thereby maintaining high standards of performance and adherence to agreements.

MANPOWER, Eau Claire August 2006 - June 2007

Professional Senior Recruiter (Dec 2006 – June 2006)

●Directed the Professional Division across seven territories, achieving targeted recruitment goals and surpassing hiring quotas.

●Orchestrated the swift recruitment, selection, and hiring process, securing 12 managerial positions within six weeks, crucial for successfully launching a new call center.

●Recognized for exceptional performance, requested by GSI to extend contract tenure beyond six weeks, contributing expertise to hire 450 call center agents, ensuring project completion and continuity.

●Cultivated strategic alliances with the Eau Claire job center, establishing a productive partnership that filled call center positions, optimizing talent acquisition outcomes.

Senior Recruiter - Onsite for client GSI Commerce (Aug 2006 to Dec 2006, contract)

●Hired 12 managers in 6 weeks to meet the deadline for a new call center launch.

●GSI requested that I stay on past my contract of 6 weeks to assist in the hiring activities of 450 call center agents.

●Partnered with the job center in Eau Claire to fill call center positions.

EDS HEWLETT PACKARD September 1997 - August 2006

Project Manager Weyerhaeuser

●Spearheaded the implementation of Cisco routers and switch upgrades across 130 sites in the US, Canada, and Mexico, displaying strong project management to ensure a smooth transition, enhance network efficiency, and minimize operational disruptions.

●Facilitated detailed coordination with Weyerhaeuser site managers and Federal Way Network Engineers, showcasing adept stakeholder management to ensure precise upgrade execution, providing regular status reports to field technicians, optimizing workflow, and minimizing downtime during critical network shutdowns.

●Played a pivotal role in compiling and delivering essential financial and quality assurance reports, exhibiting attention to detail in preparing monthly journal entries, accruals, and comprehensive FTE reports, crucial for project completion billing and meeting stringent quality standards.

Engaged in frequent travel to Seattle for client meetings and professional development, fostering strong client relationships, ensuring alignment with project goals, and continuously enhancing project management, resulting in consistent project success and high client satisfaction.

Education

Private Business School Pashold-Weisshauer Munich, Germany Business Administration & Management

Contact this candidate