Patricia Mary Racadag

• Screening of new client endorsements from Business Development to ensure the accuracy of transition documents
• Assignment of accounts to project managers
• Ensures the maintenance of a client implementation dashboard
• Ensures accuracy of weekly and monthly reports required to document and highlight the department’s performance
• Monitor clients at risk and discuss action plans with project managers
• Monitor team progress and ensure that department metrics are communicated, implemented tracked accurately
• Attend leadership meetings to discuss the department’s progress and possible risks that may lead to client drop-outs
• Interact with corporate functions for any valid escalations: Talent Acquisition, Technology, Client Experience, Facilities, Human Resources, and Client Services
• Attend BD-client prospect meetings to discuss the implementation process (if required)
• Attend internal ISO audits of assigned departments
• Attend external ISO audit sessions to discuss the department’s adherence to company and external standards
• Maintenance of departments’ process documents, reference documents, and templates
• Responsible for managing, supervising, and mentoring a team of Officers and Specialists
• Facilitating department meetings to discuss company updates, team KPIs progress, issue resolution of any clients at risk, and discussing best practices
• Monitoring and ensuring the documentation of team members IPO’s and appraisals
• Monitoring and approving department’s employee engagement budget
• Monitoring department and individual NPS scores
• Ensuring that top performers are being recognized through internal department awards
• Ensure a mentorship and succession plan is in place for team development and growth
• Conducting skip-level sessions to ensure that the morale of each team member

• Managing all client implementation tasks associated with initiating, planning, scheduling, executing, controlling of large transitions or projects
• Responsible for master project plan including project schedule, communications plan, change control plan, risk management plan, responsibility matrix, cost control and tracking mechanism, and handover to Operations
• Ensures risks and impact to the clients are identified and addressed early on to mitigate or eliminate any risks
• Creates and maintains project issue logs to track issues, milestone reporting and ensure timely resolution.
• Responsible for project communication specific to steering committee, stakeholders, project team members, external resources and senior management
• Facilitate and moderate project meetings including but not limited to project kick-offs, team progress and issue resolution, leadership update, project close out and best practices and core team meetings
• Interact with corporate functions: Talent Acquisition, Technology, Operations, Facilities, Human Resources and Client Services
• Ensures team maintenance of a client implementation dashboard and send off of weekly implementation reports sent to the CEO and Department Leads
• Creation and maintenance of department’ process documents
• Managing all client and managerial tasks assigned to the Client Implementation Officers and Client Implementation Specialists
• Ensure a mentorship and succession plan is in place for team development & growth

Responsible for managing and supporting transitions for medium to large client businesses into the Operations environment. Responsible for leading and driving action from Shared Services and reporting of Risks, Progress, and Completion of transitioned clients. Ensuring satisfaction of client expectations and that company processes and procedures are followed and maintained, which includes all aspects of personnel, relationships with the shared services leads, and detailed decisions to make the transition a success.

• Managing all tasks associated with initiating, planning, scheduling, executing, controlling transitions/projects for small and medium clients.
• Managing all client and supervisory tasks assigned to the Client Implementation Officer
• Ensures risks and impact to the clients are identified and addressed
• Creates and maintains project issue log to track issues and ensure timely resolution. Responsible for project communication specific to steering committee, stakeholders, project team members, external resources and senior management
• Facilitate and moderate project meetings including but not limited to project kickoffs, team progress and issue resolution, leadership update, project close out and best practices and core team meetings
• Interact with corporate functions: Talent Acquisition, Technology, Operations, Facilities, Human Resources and Client Services
• Maintains the client implementation dashboard and sends weekly client implementation reports to indicate progress for each account and identify risks, lowlights and action plans. This is sent to the CEO, COO and VPs per department (IT, Talent Acquisition) and Operations Managers
• Created and maintains the process document for Microsourcing’s Client Implementation Team

Responsible for account and project management of large accounts (FTE of more than 10 each).

Although in charge of administrative tasks, focus is more on employee and client coordination.
• Monitor and track daily schedule adherence and tasks compliance of projects assigned
• Manages and updates project records – project documentation updates, compilation of client guidelines, etc.
• Assist in disseminating information to employees like updates on policies and company events
• Contribute to process improvement
• Attend to weekly calibration sessions and internal meetings as required
• Regularly schedule meetings with clients and client management team to discuss on-going action items and strive for 100% compliance and closure
• Liaise with other departments to ensure that all requests are completed on time
o Monitor successful completion of hiring requests per project account – coordination with recruitment team and plan for successful on-boarding of staff – including technical requirements (bill of materials approval and purchase), training and post training KPIs, training plans and monitoring of performance, logins, new policy sign off and employee operations orientation.
o Coordination and liaising with the Human Resources department for issuance of corrective action forms and ensure due process is being followed for all cases reported
o Filing of finance requests as approved by client – purchase requests, cash advances, requests for payments, liquidation and petty cash requests
o Monitoring of finance requests and updates to compensation of each staff member to ensure 100% accuracy and approval of billing statements
• Ensure 100% compliance of each staff member to company directives
• Monitoring of shared service department’s performance and delivery as well as team performance and providing end of week and end of month reports to clients and executives

Facilitated reporting requirements and back office needs of Account Executives/Account Managers in meeting their respective SLAs (Service Level Agreements) with their clients. These included required and scheduled client reports, internal metric, dashboards, and adhoc reporting.

Job role included the following:

• Termination reports
• Client visit reporting
• Permanent staffing reports
• 2nd Tier supplier diversity reporting
• Current and up to date assignment reports
• Monitors job requisition activity
• Billing reports
• Savings and compliance reports
• Compliance reporting
• Independent contractor reporting
• Monitoring job orders to the field offices and reporting these to account managers
• Collation of data for scheduled pursuit team reports
• Creation of mock scorecards in preparation for monthly meetings with the client
• Out of scope reporting (monitoring job placements outside of field represented)
• Quarterly spend reports (monitor applicable discounts to clients)
• Creates and maintains monthly dashboards – data made available to the firm
• Attend weekly client services meetings to discuss ways to better serve clients
• Maintains a reporting schedule to ensure deadlines of clients are met
• Contacts field managers, account managers, audit department and operations department directly to collate information needed
• Used the Recruitmax system on a daily basis to download basic reports to modify and coordinated with the back office department in creating and/or further improving the reports available for download
• Any other adhoc reporting including researching for internal information needed to meet these requirements.

Facilitated sales deals and worked closely with Bid Managers in responding to “request for proposals” by performing several tasks within the line of business.

Specialized in pricing for several IBM bids. Consolidated cost information to create an overall “price to win”.

Job role included the following:

• Supported and aided in collating staffing plans and other miscellaneous costs as input to build cost case scenarios for the Industrial, Communications and General Business clients of IBM Canada.
• Responsible for pricing cost case scenarios based on several pricing factors that need to be taken into consideration.
• Worked through an internal IBM excel based tool to collate internal information and deriving a final overall strategic price to be included in the response to a “request for proposal”
• Skills included pricing offshore resources and taking into consideration cross-border costs.
• Has experience in pricing for inflation and foreign exchange, subcontractors, hardware and software quotations, milestone payments, contingency and transition deferrals.
• Responsible for packaging the final results and also assisted Opportunity Owners (sales executives) in gaining approvals
• Assisted in the completion of value-driven proposals by performing the following tasks:
o Resume formatting
o Client references
o Facilitation of credit checks
o Intellectual capital research and agreements searches
• Document management

Performed overall customer service for an Australian Telecommunications account.

Job role included the following:

• Aided and assisted customers in understanding their monthly bills
• Up-selling of new products offered by the company
• General mobile troubleshooting
• Account maintenance
• Service maintenance
• Online account maintenance
• Value added services maintenance
• General product information
• Coordinated with store executives in handling in-store complaints