Operations Manager - MSP Partnerships & Reporting
Resume:
Mindy Bagwell
Cumming, GA *****
*************@*****.***
SUMMARY
Results-driven Operations Manager
with extensive experience at
Randstad Sourceright, specializing
in strategic partnerships and multi-
site operations. Demonstrated
success in staff development and
performance reporting, leading to
enhanced operational efficiency
and a culture of team growth.
Utilized data analysis to inform
decision-making, resulting in
notable increases in client
satisfaction and team productivity.
SKILLS
Performance reporting
Strategic partnerships
Multi-site operations
Social media marketing
Data evaluation
Staff development
Process improvement
EXPERIENCE
March 2026 - Current
MSP Manager – Partners Plus
Empower team members to look for solutions.
Drive all client programs to meet or exceed service-level agreements (SLAs)
Track and resolve escalations within defined timelines (Target: 95% of issues resolved within SLA)
Ensure 100% on-time fulfillment of client requests and demand requirements
Maintain weekly status reports with metrics on program health, open issues, and ETAs for resolution
Manage and mentor a team of MSP staff to ensure performance and program success
Conduct regular performance reviews against KPIs (Target: 90% of team meeting performance goals)
Coach team members to improve response times, issue resolution, and client engagement
Oversee supplier onboarding from contract execution through integration into client programs
Ensure 100% completion of supplier training and system access within the onboarding timeline (Target: onboarding completed within 14 days of contract signing)
Track supplier compliance, COI submission, and documentation accuracy
(Target: 99% compliance rate)
Collaborate with VMS coordinators to monitor day-to-day supplier performance
Maintain proactive communication with clients, suppliers, and internal teams
Conduct regular follow-ups and calls to ensure issues are closed on time
(Target: 95% of follow-ups completed within 48 hours)
Serve as primary escalation point for client concerns and program challenges
Maintain high client satisfaction scores (Target: 4.5/5 or higher on client feedback surveys)
June 2021 – March 2026
Operations Manager – Randstad Sourceright
Empower team members to look for solutions.
Provide support and collaborate with recruiters, sourcers and coordinators.
Recruited, hired and trained team members on application of projects, customer relations, and customer service.
Complete Business Reviews with internal partners
Developed key performance indicators to measure effectiveness of operational processes.
Coordinated cross-functional teams to ensure timely delivery services.
Created detailed reports on the performance of individual team members within operations.
Produced SOPs to document workplace procedures and optimize productivity through standardization.
Structured HR consulting services to support clients during organizational developments and changes.
Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
Oversaw financial management, budget management, accounting and payroll activities.
Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Enforced federal, state, local and company rules for safety and operations.
Assessed employee development needs and provided feedback on their progress towards meeting goals.
Identified areas of deficiency and performed root-cause analysis to solve problems.
Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
Maintained updated knowledge through continuing education and advanced training.
Utilized various software and tools to streamline processes and optimize performance (API, SmartSheet).
Experienced in VMS tools such as Fieldglass, Beeline, IQN, Wand, VNDLY
Experienced in Screening Vendors such as Infomart, Sterling aka First Advantage, HireRight
Experienced in HRIS tools such as Oracle, PeopleNet, ADP, Equifax, eStaff
February 2021 - June 2021
Operations Specialist – Randstad Sourceright
Implemented the Onboarding Team and duties for team.
Developed key relationships to foster a new onboarding experience for supported programs.
Managed daily, weekly, monthly, and/or quarterly reports, both client-required and internal.
Audit of client-required paperwork and/or screening requirements for each start.
Built email templates and key communications sent to talent and internal partners.
Support and train for Field Operations Verticals to understand clients' onboarding requirements.
Lead weekly team calls with internal partners, and address concerns and/or discrepancies as needed.
Managed the delegated team email inbox.
Gather and present all required data for client audits.
Identified needs of customers promptly and efficiently.
Collaborated with other departments to develop solutions that addressed operational issues across the organization.
Managed daily operational tasks to ensure company efficiency and productivity.
Reduced process lags and trained team members on best practices and protocols.
Utilized software and tools to automate (API) and improve operational processes.
Participated in strategic planning sessions to contribute to long-term operational goals.
Developed and implemented operational policies and procedures to meet organizational goals.
Enhanced customer satisfaction by improving operational efficiency and response times.
Assisted with the development of project plans for new initiatives or process improvements.
July 2019 - February 2021
Talent Experience Specialist – Randstad Sourceright
Consistently answers 40 or more calls per day from our customers, or 10 chats per day.
Quality Monitoring - access calls to ensure that they are answered accurately and with a high level of customer service.
Managed client escalations.
Build relationships with clients and internal partners.
Analyzed feedback from surveys to identify areas of improvement in employee satisfaction rates.
Facilitated team building activities to promote a positive work environment within the organization.
Summarized raw data and analyses and made recommendations based on findings.
Provided guidance to new hires regarding onboarding processes and company culture.
Presented findings to management and executive leadership and fielded questions to help refine strategies.
Compiled reports detailing key metrics related to employee engagement, turnover rate.
Assisted employees with payroll-related inquiries, providing clear and concise information.
Supported payrolls, driving timely and accurate payment of employee wages.
Prepared offer letters for successful candidates.
Maintained and updated organizational charts, employee handbooks or performance evaluation forms.
Maintained applicant tracking system records and updated candidate information as needed.
Prepared or maintained employment records using human resources management system software.
Implemented onboarding programs to ensure successful integration of new hires into the organization.
March 2017 - July 2019
RIS Site Manager – Randstad General Staffing
Company Overview: Onsite with Automotive Industry Manufacturer.
Build and maintain strategic partnerships with the client through an extensive and detailed understanding of the client's business, strategic direction, processes, and policies.
Maintain close contact with the key principles at the account to ensure the highest level of client satisfaction possible.
Build and maintain a talent pipeline that aligns with the client's needs and output requirement.
Consistent execution of recruiting plan to ensure the right quantity and quality of talent.
Screen and select candidates according to client specific job profiles and workforce forecasts.
Comply with all operational standards and employment laws and regulations.
Build top of mind awareness through in person visits, which foster a consultative relationship and increased business with the on-site client.
Market talent's skills, knowledge and abilities to the right departments by making the best match for the client and the talent.
Consistently exceed client and talent expectations and stay ahead of the staffing industry by offering innovative, creative, and effective employment solutions.
Plan QBRs with client to review the state of the business. ADDITIONAL EXPERIENCE
November 2013 - March 2017
Store Manager Dunham's Sports Rome, GA
April 2013 - November 2013
Assistant Store Manager Lowes Rome, GA
April 2011 - April 2013
Store Manager Kmart Cartersville, GA
May 2008 - April 2011
Assistant Store Manager Home Depot Cedartown, GA February 1999 - May 2008
Assistant Store Manager Wal-Mart GA
EDUCATION
October 2011
BA Social and Criminal Justice
University of Arizona, Clinton, OH
Golden Key National Honour Society
GPA: Summa Cum Laude
REFERENCES
Tiffany Salgado-Blue, Randstad Sourceright, RSR Global Transformation Mgr, 814-***-****
Jeffrey Adams, 706-***-****
Jennifer Mallet, 480-***-****
Suzanne Penney, 601-***-****
CERTIFICATIONS
Six Sigma Lean Black Belt Certified
StartSmart Leadership
Leaders in Motion
Situational Leadership
ACCOMPLISHMENTS
Successfully implemented 2 onboarding teams for separate lines of business within Randstad.
Successfully brought compliance score up from 88% at takeover to a consistent 98% target.
Beat LY numbers with quantity of onboarding candidates upon transition of the team.
Successfully blended an onshore/offshore team model.
Successfully moved from ADP to Equifax while transitioning team.
Successfully incorporated occupational health programs to ensure compliance with health screening requirements.
Successfully built the process for onboarding using Smartsheet and was recognized by the vendor company for pushing the tool to the limits.
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