Program Manager Teco

MELANIE WILKINSON

813-***-**** (mobile)

*****************@*****.***

SUMMARY: Program Manager with 15+ years of staffing and recruiting experience. Ten years have been focused in the Managed Service Program (MSP) arena and represents the most career experience.

MSP Program Manager – ZeroChaos 05/09 - current

Manage MSP clients throughout the U.S. (TECO, Houghton Mifflin & PEPCO).

Client Relationship: Build and maintain strong relationships with client managers to win their trust. The ability to understand the client needs and communicate solutions effectively to meet their requirements.

Employee Relations: As serving as Onsite Manager for large call center in Tampa: Track adherence and performance of each representative. Handle all employee issues; Safety incidents/injuries, absenteeism, behavior, and performance. Served in the capacity of Performance Coach in managing all employee complaints: Hostile workplace, sexual harassment, discrimination to find fair and equitable solution to each complaint. Promote employee morale in the workplace with incentives and performance rewards.

Supplier Relations: Work with prospective suppliers, negotiating contract terms and conditions to align to program needs. Conduct regular onsite meetings and conference calls in order to promote strong communication standards.

Analysis reports: Assist Program Managers as needed with QBR presentations or data analysis. Conduct brief ‘how-to’ sessions via Webex on Excel pivot tables and PowerPoint slides for program team members.

Solutionist: Manage 3 Resource Managers who depend on my skilled support in trouble–shooting issues in recruiting and identifying the best talent for various positions. Participate in job fairs and community events to assist those searching for employment.

Start-up: Participate in MSP implementations and work through the discovery phase to the final town hall meetings and executing go-live dates.

PROJECT MANAGER- TECO ENERGY 02/08 - 05/09

Retained as a contractor when the MSP provider filed bankruptcy. Managed the MSP business model (minus the VMS) within the client’s organization.

Managed all contingent staffing fulfillment needs for TECO Energy, including Call Center, Admin/Clerical, Engineering, Professional, IT, Accounting and Light Industrial positions.

Managed all vendor invoices and submitted for approval to accounts payable

Provided reporting for executive stakeholders during the interim to continue tracking on contingent labor spend.

Tracked tenure of all contingent staffing activities.

Assisted recruiters for full time staffing and recruiting as needed.

Regional Partnership Director – Ensemble Chimes Global 04/06– 01/08

Managed 2 major accounts totaling over $60M in annual spend in staffing. Express Scripts & TECO Energy.

Managed 5 internal employees throughout the U.S. as onsite support for the MSP program.

Prepared and presented quarterly reviews via data and graphic format reflecting client account staffing activity. (Trends & analysis, Spend Overview - Summary as well as detailed breakdowns)

Tracked order fulfillment activity to ensure specific contractual SLA metrics were met.

Negotiate and manage multiple vendors to ensure supply & demand chain is effective in both quality, cost and responsiveness.

Monitor activities for payroll employees to ensure proper timekeeping has been approved on a weekly basis.

Monitor client invoice activities to ensure timely processes.

Advise client on best business practices regarding contingent workforce fulfillment, and to offer guidance in aligning pay rate ranges within standard national market ranges.

Prepare annual budgets and forecast for each account.

Branch Manager – Personnel Management Inc. (PMI) 11/99- 04/06

Managed a full service staffing branch for the east Tampa Bay businesses.

Delivered service as a Vendor on Premise (VOP) relationship with TECO Energy. Supported all staffing needs for the client.

Maintained union relationship for trade skills labor with IBEW Local 108 and partnered with TECO in staffing their positions in the power plants.

Managed an office of 7 Account Representatives and 1 receptionist with an annual revenue $10.5M

Regional Onsite Director – Adecco 04/94- 11/99

Managed a Vendor-on-Premise relationship with Bank of America in fulfillment of all staffing needs for Central & South Florida locations.

Implemented new VOP relationship and managed the first call center project, providing over 150 Call Center Representatives in the Gandy Banking Center, Tampa, FL

Managed 2 Account Representatives in the servicing of the VOP relationship

As Account Manager provided full service staffing needs in both Tampa and Miami until I moved into the Regional Onsite Director role.

EDUCATION:

Polk State College – Winter Haven, FL

University of Maryland (European Division)

University of South Florida- specific, PHR certification

Certified PHR in 2006- Seeking SPHR certification in 2018

Member of SHRM (Society of Human Resource Managers)

References provide upon request

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