Customer Service Delivery Manager
Resume:
Kathryn Short
adwnti@r.postjobfree.com
LinkedIn Profile: https://www.linkedin.com/in/kathryns2
SUMMARY
15+ years experience as a successful Delivery and Account Manager, Recruiting Manager/Team Lead and Sr. IT Recuiter.
10+ years’ experience focusing on VMS Accounts for companies such as Google, LinkedIn, Lyft, Citibank, Capital One, Bank of America, Verizon, AT&T, WellPoint, Southwest Airlines, American Airlines, Sabre, Bristol Myers Squibb and Merck.
Proven success as a Delivery Manager and Recruiting Lead for Google, Lyft and Citibank for 8+ years with an average of $3.5M per year in Gross Revenue.
Manage up to 3 Offshore Recruiting teams efficiently by running daily meetings; ensuring all questions about open roles are answered and assigning positions to ensure all bases are covered.
Possess a strong sense of urgency while providing best quality customer service to clients and candidates.
Engage with the different MSP’s by sitting in on all spotlight calls, asking appropriate questions as they relate to the job the team is recruiting for and talking with each client partner on a one-on-one basis to help them fill their positions faster.
Maintain a Pipeline Spreadsheet of available candidates for the top skill sets such as Java Developers, AI/ML Developers and Architects, Cloud Architects, Technical Program Managers, Project Managers, etc.
Build and maintain long-lasting relationships with Clients and Candidates by gaining trust, maintaining integrity, and effectively communicating throughout the recruiting and delivery process to keep communications open while filling open requisitions.
Train and mentor new recruiters using positive encouragement and teaching full lifecycle recruiting.
Use positive reinforcement when a recruiter is struggling to keep them interested and make them successful.
SME recruiting professionals in the fields of IT (Software Engineers, Web Developers, UI/UX Designers, AI/ML Developers, Data Scientists, Systems Engineers, Cloud Architects, Internet Security Engineers, Business Analysts, QA, Network Administrators, Network Engineers and Support, Program and Project Managemers, Marketing (Marketing Program Managers, Product Marketing Managers, Marketing Communications Managers, Digital Marketing Managers, Marketing Specialists, Marketing Writers, Product Managers) etc.
10+ years’ experience working with different MSP/VMS systems such as Fieldglass, Beeline, SmartTrack, Tapfin, etc.
10+ years experience working with ATS Systems such as JobDiva, Bullhorn, UltraStaff, etc.
Provide outstanding customer service and communication throughout working with C-Level Exeutives and down.
SKILLS
G Suite; MS Office Suite; solid Internet Search Skills (ability to put together complex search strings); LinkedIn Recruiter; Careerbuilder; Monster; Indeed, Zip Recruiter, Google Search, etc.
Strong written and oral communication skills
Strong organizational skills; detail oriented; high sense of urgency; thrive in ambiguity and provide outstanding customer service.
10 years experience working with VMS and ATS systems such as SmartTrack, Fieldglass, Beeline, JobDiva, Bullhorn, Empact, FOX, Sendouts, MaxHire, etc.
WORK EXPERIENCE
OpenSystems Technologies 08/2020 – Present
Sr. Client Delivery Manager
Support and deliver contract IT Resources to one of the largest Global Financial Industry Clients.
Partner with Client Partners to assist in filling their IT positions by sitting in on Spotlight calls with the hiring managers; participating in hiring events to fill multiple open positions with a high success rate and work one on one to help client partners fill their other needs.
Implement processes and procedures to help streamline the recruiting process.
Manage 2 offshore recruiting teams holding daily meetings to clarify any questions they have on the positions they have been assigned for the day; providing them with manager notes and encouraging them with other incentives to fill positions.
Effectively communicate with candidates throughout the process once submitted to me by pre-screening each; prepping for interviews; debriefing and pre-closing them prior to receiving offer, which results in strong ratios from submittal to placement.
Keep an average GP of $17/hr while averaging 3-5 placements per month while managing and maintaining 35-40 consultants which results in an average of $3.5 million in Gross Revenue.
03/2020 – 08/2020 – Cared for ill family member.
Genesis10 03/2019 – 3/2020
Sr. IT Recruiter/Delivery Lead for Google (Laid off due to COVID)
Recruit and Deliver for IT and Professional Service positions at Google, LinkedIn and Lyft which included: AI/Machine Learning Developers; Front/Back-end Developers; Data Scientists; Data Analysts; Business Intelligence Analysts; Marketing Analysts; Technical Program Managers; Technical Project Managers; Quality Assurance Analysts; Business Analysts; etc.
Work closely with Google’s Program Coordinators and hiring managers by participating in Spotlight calls; scheduling interviews; and extending offers/accepting work orders.
Perform full lifecycle recruiting from initial calls; setting up interviews; prepping candidates for interviews; reporting feedback on completed interviews and extening offers while continuing to close candidates throughout the process.
Continuously maintain and keep a pipeline of candidates with the hottest skillsets to prepare for upcoming requirements.
Utilize JobDiva to maintain and update client and candidate files with notes and updated documents.
AKORBI 06/2014 – 02/2019
Delivery Manager/Account Manager/Recruiting Team Lead for Google Strategic Business Unit
As Delivery Manager, built relationships with Google Program Coordinators and hiring managers to ensure Akorbi met and exceeded expectations by presenting top quality candidates for Engineering, Information Technology, Professional Services, Marketing, Creative, and other roles in a timely manner.
Worked closely with Program Coordinators and hiring managers daily by participating in Spotlight calls; asking questions as they related to the positions discussed; scheduling interviews and accepting work orders for the recruiting team as offers came in.
Assisted Program Coordinators and Hiring Managers by suggesting creative ways to improve processes and ensure hiring deadlines were met.
Participated in weekly meetings with Program Coordinators and Hiring Managers to go over the highest priority requirements which included taking detailed notes on each requirement; asking specific questions on each requirement in order to provide highest quality candidates and to give feedback on roadblocks our recruiters were having in finding candidates.
Worked with Director of Delivery on RFP’s for specific projects by researching average pay rates in each skill set and suggesting different areas where hiring managers can come in under budget yet still hirer top talent. By doing this Akorbi won several exclusive multi-million-dollar high profile projects and set a high standard for other Google Staffing Partners.
Managed an offshore team of 5 recruiters by conducting daily meetings, assigning requirements, providing the team with notes from all spotlight calls.
Managed and led a team of 10 Recruiters; by training; assisting in reaching their goals and setting metrics on a quarterly basis in addition to recruiting 100% while leading the team.
Top performer from 2014 to 2019 averaging a Gross Margin of $3.5M; lowest being $1.5M in the first 6 months of working and $3.5-4.0M over the last 5 years.
Placed over 250 consultants at Akorbi and consistently had 35-40 consultants working at a time.
Used positive encouragement to keep the Recruiters interested in reaching their goals.
Recruited for all Google IT/Engineering and Professional Services positions to include: AI/ML Developers; Data Scientists/Engineers; Data Analysts; BI Analysts; Front/Back-end Developers; Mobile Application Developers (both Android and iOS); Quality Assurance Analysts; Business Analysts; Technical Program Managers/Technical Project Managers; Business Program Managers and Project Managers; UI/UX Designers and Developers; Marketing Managers; Marketing Program Managers; Marketing Analytics Managers; etc.
Placed Director Level consultants on teams such as ATAP; Project X; AI/ML Developers and Engineers for Waymo; Project Loon; Google Creative Studio; Google Creative Lab and many other elite teams at Google.
Communicated daily, weekly, and monthly with upper management to report on team metrics, team accomplishments and other activity.
Ensured recruiters had tools necessary to find qualified candidates; prepared candidates for interviews and closed candidates throughout the process to ensure offers were accepted.
ICONMA 12/2012 – 03/2014
Delivery Lead and IT Recruiter
Led Delivery and Recruited on active Information Technology and Professional Services Requirements at a national level in a VMO environment.
Worked directly with Program Coordinators onsite at CapitalOne, Bank of America, WellPoint, Blue Cross/Blue Shield, Aetna, Cigna, etc to define requirements; ask questions; join spotlight calls and deliver by improving processes.
Supported top two Sales Managers by working directly with Program Coordinators and hiring managers to go over contingent reqs as the came out of the VMS.
Asked specific questions about each req in order for myself and other recruiters to provide the highest quality of candidates with a strong sense of urgencyAveraged 12-15 quality submissions per week with at least 3 client interview requests per week placing a minimum of 3-5 people per month for contract positions.
Ran between $10-12K in gross profit per week averaging $40K gross profit per month.
Recruited for IT and Professional Services positions to include, Sr. Program Managers, Sr. IT Project Managers, Sr. IT Business Analysts, Java and .NET Developers, ETL Developers, Data Analysts, Database Administrators, Sr. Solutions and Technical Architects, and Project Coordinators.
95% of all submissions were made within the first 24 hours of a requirement being released.
Built long lasting relationships with Program Coordinators, hiring managers and candidates by gaining trust.
Lakeshore Consortium 03/2012 – 12/2012
Consultant, Recruitment Experience
Actively recruit on all open IT Positions which includes: sourcing, screening, rate negotiation, and placement.
Place local IT Candidates for positions including but not limited to: .NET Developers (C#, ASP.NET, WCF, WPF, Silverlight, LINQ, VB.NET, ADO.NET, etc), Java Developers (J2EE, Swing, Serve lets, Struts, etc), Android Developers, eCommerce Product Owners and Project Managers; Mobile Apps Product Owners and Project Managers, Business Analysts, Quality Assurance, Business Systems Analysts, Desktop Support, Network Engineering, Software Engineering, Web Development, Database Administrators – MySQL, SQL Server and Oracle, etc.
Review resumes daily; conduct in depth phone screens with candidates prior to submission to clients; maintain all job postings and manage the Applicant Tracking System.
Place multiple candidates per month within the Healthcare IT, Financial, and Retail Industries.
Assist with all new Business Development cold calling new clients, setting up meetings and lunch meetings.
Communicate daily with hiring managers to give status updates on open requirements, gather information on new requirements, and assist in getting feedback from ongoing interviews.
Generate 30 sales leads a week.
Maintain all relationships with working consultants and non-working consultants to ensure a high level of retention.
DIVERSANT (local Dallas office closed) 05/2011 – 02/2012
Delivery Lead and Technical Recruiter
Participate in the full cycle of recruiting to include: sourcing, screening, rate negotiation, and placement of Information Technology candidates.
Support and Recruit on active Information Technology Requirements on a National level in a VMO environment
Led Delivery on VMS/VMO Accounts which included BMS (Bristol Meyers Squibb, Merck, Novartis, Verizon, Bank of America, AIG, etc.
Submit minimum of 10 candidates a week, averaged between 6-8 interviews a month placing minimum of 3 people in a month.
Maintained all relationships with client program coordinators and hiring managers; working consultants and non-working consultants to ensure a high level of retention.
SPEAKING ENGAGEMENTS
New Mexico State University 2022 – Present
Commumnications Science Graduate School
Guest Speaker for Graduate Students on Organizational Communication
oLead discussions and Q & A sessions on practical experience in the Workforce by going over different scenarios on how the importance of Organizational Communication effects growing businesses.
EDUCATION
Texas Tech University Lubbock, TX
Major of Study: Business Administration Minor: Marketing
Completed 90 hours
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