Jill Patterson
McKinney,Texas
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. Global Business Services Manager- MSP and RPO
Randstad Sourceright
06.2023 - Current
- Developed strong relationships with key PMO Teams in MSP, Delivery Directors for RPO ensuring long-term partnerships and repeat business opportunities.
- Expert knowledge in VMS platforms including Fieldglass, Beeline
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
- Acted as a liaison between clients and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
- Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
- Initiated cross-functional team collaborations to address complex customer challenges efficiently while fostering a collaborative working culture within the organization.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
- Spearheaded initiatives aimed at reducing costs while maintaining high service standards across all functional areas of responsibility.
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Managed team of service technicians for optimal performance, resulting in increased productivity and reduced response times.
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Operations Center Manager
Randstad Sourceright
10.2016 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees,
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Responsible for writing and creating client playbooks, operational processes that are requested by the MSP Program Management Teams.
- Manage and oversee a team 7-10 direct reports, including weekly team meetings, huddles, and bi-weekly individual meetings to review current portfolios
- Plan, organize and implement new accounts that come to the Randstad Operations Center and delegate weekly/daily tasks to be executed by staff
- Manage and lead weekly Escalation meetings for Randstad Clients that include identifying any open issues in Fieldglass, SmartTrack to better manage the operational process
- Create/document and write new processes for all clients in the Randstad Operations Center upon request
- Manage all SOW business for major client that includes daily client engagement and Fieldglass integration processes
Program Specialist
Randstad Sourceright
10.2012 - Current
- Involved with implementation processes and Fieldglass configuration
- Manage two Nationwide clients and oversee full on-boarding process for all contractors
- Created new training documents for RSR team, client’s hiring managers, suppliers, and contractors, including writing operations manuals for team accounts
- Conducted a series of training calls for client’s hiring managers and suppliers
- Implemented processes to support the current and new business
- Created new reports in Fieldglass for new business and users
- Responsible for client Quarterly Business Reviews, Supplier Scorecards, and internal Account Matrix
- First level of escalation for any account issues and/or concerns.
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
Onsite Vendor Manager
Randstad
06.2007 - Current
- Sourcing and selection of 30 vendors of IT, Professional and Administrative staffing services
- Negotiated vendor contracts with companies that focused on niche markets, had a national presence, and/or competitive bill rates
- Management of vendors for full adherence of contractual terms, rate matrix and successful support of staffing requisitions
- Focused on Client Satisfaction, Continuous Improvement, Cost Savings, Profitability & New Business Development
- Daily interaction with all levels of management to ensure full understanding and accurate posting of job requirements
- Managed the full-cycle recruiting process from job description creation, requisition opening, sourcing, interviewing, negotiation, offer to hire and candidates close
- Prepare and conduct meetings and one-on-one interfaces with client and colleagues to ensure the job responsibilities are met
- Prepare written and oral feedback, presentation materials, systems documentation, process descriptions, and reports
- Trained Hiring Managers, Vendor Partners, Contracted Employees, and the Human Resources community on the Vendor Management Tool, Peopleclick
- Assume the appropriate roles of counselor, facilitator, co-leader, presenter and/or trainer as required by the situation
- Managed payroll, billing and payment process on a weekly basis
- Main point of contact for Corporate, Client, and Vendors pertaining to billing information
- Perform periodic account audits for quality assurance purposes
- Resolve Purchase Order/Invoice discrepancies to process invoices in a timely manner
- Communicates with vendors and answer inquiries regarding invoices – continually seeking out ways to improve client/vendor satisfaction
- Reviews and resolves outstanding vendor statements and aging reports
- Run open Purchase Order report to ensure POs are completed in a timely manner to identify and address any variations
- Key Achievements: Expanded the VMS from client’s IS department to support the whole Dallas Corporation
- This included areas of Accounting, Gasoline, Marketing, Human Resources, etc
- Provided efficient billing process to ensure net 10 payment terms were met for vendors
- Total program spend in 2009 - $7.1 MM
- Conducted a program-wide survey of the client, vendor, and vendor management with a result of high levels of satisfaction across the board
- Successfully renegotiated 5% - 15% reduction in bill rates on existing contracted professionals.
Client Service Supervisor- National Accounts
Randstad Staffing
08.2005 - Current
- Decisive team leader in recruiting, hiring, and training
- Prime point of contact for various National Accounts for the Dallas area
- Worked with managers to determine hiring needs and follow up with status reports during recruiting process
- Responsible for internal and external job postings
- Screen resumes, administer skills tests as needed, interviewed candidates and made selections based on candidate qualifications vs
- Job requirements
- Sourced for several types of positions such as; Customer Service Representatives, Clerical, Data Entry, Underwriting, Recruiters, Recruiting Assistants, Loan Specialists, Administrative Assistants, Logistics, etc
- Made job offers to selected candidates explaining starting wages, benefits, and employment process
- Effectively interpret the company’s policies and procedures
- Served as a liaison between Agency and Human Resources.
Education
Bachelor of Science -
Texas A&M University
College Station, TX12.2001
Skills
Staff Development
Service Delivery
Operations Management
Technical knowledge
Task Delegation
Time Management
Problem-Solving
Outgoing and Energetic
Leadership Development
Employee Supervision
Performance Evaluations
KPI Monitoring
Certification
Six Sigma- White, Yellow Belt Certified
Six Sigma White Belt, Yellow Belt Certification
Completed both Six Sigma, White Belt and Yellow Belt Certifications
Timeline
Sr. Global Business Services Manager- MSP and RPO
Randstad Sourceright
06.2023 - Current
Operations Center Manager
Randstad Sourceright
10.2016 - Current
Program Specialist
Randstad Sourceright
10.2012 - Current
Onsite Vendor Manager
Randstad
06.2007 - Current
Client Service Supervisor- National Accounts
Randstad Staffing
08.2005 - Current
Bachelor of Science -
Texas A&M University