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41 Vernon Street, Newton, MA 02458 617-256-3061| firstname.lastname@example.org
- Global Operations Strategy & Policies - Project Management & Proposals - Vendor Risk, Relations & Management - Operational Solutions Implementation - DSO & Receivables Management - Complex Payroll & Billing Systems - Client Retention & Bad Debt Reduction - Talent Management & Development - Acquired Company System Assimilation - Key Performance Indicator Measurement - Human Resources Operations - Budgeting & Fiscal Accountability
VICE PRESIDENT OF OPERATIONS
Optimal Internal & External Client Service | Optimized Margins
Strategic business operations partner who proactively develops and implements progressive policies and procedures that support business objectives and clients’ needs globally. Results driven leader who relentlessly pursues excellence in customer service and business processes to maximize productivity and margins. Known for hiring, developing and motivating employees that are committed to improving operational processes. Thrives on challenges, works collaboratively and excels as a team member. Expert at merging staffs and systems to create seamless operations that generate more profitable sales with streamlined productivity and reduced costs. Six Sigma Certified.
VICE PRESIDENT - OPERATIONS, Randstad Professionals, Wakefield, MA
2010 – present
Randstad Professionals is the professional division of Randstad NV, the world’s 2 nd largest staffing firm with 11 lines of business in the US.
Manage an operating budget of $3 million and lead a staff of 56, with five direct reports, to process weekly payroll and billing for 10,500+ temporary employees and independent contractors from locations in 42 states and for all business lines. Direct and facilitated payroll and billing system conversion resulting from system upgrades and company mergers, affecting 1,600 employees and 1,240 clients. Ensured all paychecks and bills were issued on time. Identified root cause of invoice errors, implemented divisional QC processes and reduced errors by 26%. Encouraged team leaders to create and utilize tools and programs to motivate staff to streamline entry processes and reduce errors firm-wide. Achieved a 96% satisfaction rate among employees polled on departmental operations and internal service. Proactively minimize risks by standardizing review of independent contractor classifications to ensure compliance with IRS. Increase collaboration among lines of business around shared systems and human resources operations issues. Implemented managed service in India for a Fortune 100 company. Set up process to improve reporting and reduce inquiries. Designed and established an automated processing system to support the billing and payroll needs for an Asian location for a major client. Ensured all tax reporting, invoice audits and client tracking was correct and effective. Created performance metrics and KPI reporting that outline risks/concerns and increase accountability and productivity. Drafted Written Information Security Policy (WISP) for new Massachusetts regulations governing privacy of personal data. Led effort to pay 95% of temporary employees electronically. Developed and implemented IRS compliant per diem policy for temporary employees. Drafted and instituted policy for independent contractors and third party vendors.
VICE PRESIDENT - OPERATIONS, Randstad Managed Services, Woburn, MA
2007 – 2010
Randstad Managed Services, formerly Global Managed Services, is a $44 Million major staffing vendor division of Randstad NV .
Reduced bad debt reserves from $496,000 to $29,829 by increasing invoice accuracy. Decreased Days Sales Outstanding (DSO) from 40.25 days to 25.86 days. Improved invoice payment accuracy (overpaid/shorted invoices) from 82% to 99%. Lowered operating expenses by 32% year on year by identifying time consuming tasks and automating its process with IT. Assisted with implementation of managed service in the UK. Negotiated contracts for services in the UK and Ireland.
Reduced printing and mailing costs by $12,000 annually by collaborating with developers to create on-line payment stubs. Managed the vendor relations vendor relations group which oversaw all vendor processes and upheld standardization. Re-engineer timecard collection processes to decrease missing time cards from 3,000 to 200 per week. Improved communications, standardized processes and ensured deadlines were realistic. Nate Gibson – page 2 617-256-3061| email@example.com
DIRECTOR - SOLUTIONS IMPLEMENTATION, Vedior North America, Wakefield, MA
2002 – 2007
Vedior North America was the US company of Vedior NV, a $10 Billion global recruitment and staffing firm acquired by Randstad in 2007.
Directed implementation of numerous software changes, converted acquired companies’ systems and managed user support. Managed 6 functional specialists for software conversion project of legacy payroll and billing system to Oracle ERP system. Orchestrated the planning and execution of converting acquired companies’ payroll and billing software to Vedior payroll and billing software. Coordinated testing, problem resolution and approval from 12 departments during conversions. Coordinated requirements gathering, software development, testing and process implementation to continue payroll operations. Implemented program to pay employees by debit card reducing lost check and stop payment costs and increased payment speed to employees. Coordinated vendor requirements with development, testing, problem resolution and roll out of program. Managed application development staff handling programming changes to software that pays employees and bills clients. Voted “person who inspires others and is a natural leader” by colleagues and management.
SENIOR MANAGER - EXTERNAL PAYROLL, Select Appointments North America, Wakefield, MA
Select Appointments, a London-based international staffing firm, was acquired by Vedior NV in 1999.
1998 – 2002
Managed a staff of 25 employees who processed weekly payroll and billing for 7,000+ temporary employees and contractors.
Improved response processing of unemployment claims resulting in savings of more than $500,000 annually.
Built strong teams that collaboratively and cooperatively met heavy workload demands consistently. Researched IRS regulations and requirements to develop policies that improved compliance in various areas. Reviewed state withholding tax calculation on in-house system and directed changes to improve compliance with withholding rules. Reviewed and improved internal procedures resulting in increased efficiency and cost savings.
DIRECTOR OF OPERATIONS, Share Group, Inc., Somerville, MA
Boutique telephone fundraising firm that raises money for nonprofit organizations and progressive causes.
1996 – 1998
Directed day to day operations, client projects and the program schedules for 4 call centers. Managed administrative staff, supervised pledge processing and mailing of 7,500+ pledge and reminder letters each day. Improved mailing process to reduce postage costs by more than $50,000 per year. Researched and developed process for outsourcing mail to increase speed of delivery and reduce postage costs. Analyzed printing costs, initiated competitive bidding and developed standard pricing sheet resulting in a 17% cost reduction.
DIRECTOR, Common Cause of Massachusetts, Boston, MA
1993 – 1995
A non-partisan, non-profit organization dedicated to accountable government with issue campaigns lobbied by citizen activists.
Managed operations for the local office of national nonprofit, nonpartisan citizens’ lobbying organization. Directed lobbying efforts, media relations, fundraising and volunteers to lead to enactment of strong campaign finance law. Raised 30% more in fund raising by designing and using effective direct mail and phone activities. Organized successful volunteer drive that collected 90,000+ signatures in 9 weeks to qualify petition for state-wide ballot.
EDUCATION SKILLS CERTIFICATIONS
Harvard College, Cambridge, MA
B.A., cum laude
Bullhorn, Fieldglass, Provade, IQ Navigator, Proprietary Systems, Microsoft Office – Word, Excel, PowerPoint. Six Sigma Certification
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