JACQUELIN BELL 4

Jacquelin Bell
22 Triple Crown Court
North Potomac, Maryland 20878
301.977.4335 (H)
301.325.2502 (C)
jb90d730@westpost.net

ACCOMPLISHMENTS
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Developed processes, procedures and timelines for the implementation
of new outsourcing contracts in various industries including legal,
finance, insurance and technology.
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Directed the operational and human resources management for multiple
clients in various cities.
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Developed volume and quality measurements for IBM-Headquarters
Services.
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Managed the consolidation and service delivery of administrative
services for multiple Ernst & Young locations, maximizing operational
effectiveness and identifying continuous improvement opportunities.
Conversion of records management system.
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Effectively manage multiple contract client relationships exceeding
customer satisfaction expectations.
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Proven success in building strong operational teams focused on
client delivery and vendor/management relationships
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Well versed in employment law, recruiting/ hiring process,
compensation, benefits and retention.
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Strategic and creative thinker, strong organizational skills,
excellent management and problem resolution capabilities.
SIGNIFICANT ACCOMPLISHMENT
Inducted into the Academy of Women Achievers Class of 2002EXPERIENCE

PARTNERSHIP DIRECTOR, SPHERION CORPORATION AT AMERICAN RED CROSS

(2007 a" 2008)
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CUSTOMER SERVICE. Developed and maintain solid client, candidate and
employee relationships. Responsible for client relations on a national
level. Exceed annual key performance objectives.
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BUSINESS PLANNING. Ensure contract renewal and strategic/tactical
objectives are met in every aspect of performance. Manage the people,
and the process ensuring a high level of customer interaction.
Developed process to measure satisfaction level of services being
provided. Identified new opportunities for Spherion to increase
revenue through direct hires. Developed and managed contract service
level agreements.
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PERSONNEL DEVELOPMENT. Manage staff identifying performance gaps and
opportunities for continued growth through internal and external
education tools. As a result of an in-depth understanding of the
Headquarters role, was able to manage job fairs for employees in
transition.
AREA MANAGER, OCE BUSINESS SERVICES, WASHINGTON, DC (2006 a" 2007)
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CUSTOMER SERVICE. As the Area Manager for Oce Business Services
managed outsourcing contracts in various industries including legal,
associations, finance and insurance. Developed strong customer
relationships while identifying new opportunities and platforms for
additional business growth. Manage troubled accounts out of crisis
mode while developing Site Managers and creating a team environment.
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BUSINESS PLANNING. Developed action plans and made decisions based
on intended results while managing the current environment.
Identified root causes to manage business issues and develop
meaningful tactical strategies. Effectively managed allocation of
resources to minimize waste and maintain cost. Tracking and adjusting
expenses and revenue to exceed budgetary goals.
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PERSONNEL DEVELOPMENT. Through an understanding of the goals and
objectives of the direct reports, developed plans to assist them in
achieving their goals. Maintained a quality environment that has
resulted in surpassing the customer expectations. Ensured that all
relevant issues were acknowledged and addressed through the proper
channel.
OPERATIONS DIRECTOR, BOWNE CORPORATION/WILLIAMS LEA, WASHINGTON, DC
(2001 - 2006)
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CUSTOMER SERVICE. As Client Services director for Bowne Corporation,
managed outsourcing contracts in the legal and consulting industry in
the Mid Atlantic Area. Customer service relationships have been
developed and maintained while managing strategic planning objectives
of the firm. Relationships with the firm administrators and key client
contacts are developed ensuring that the service delivery is
effectively achieved and improved.
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BUSINESS PLANNING. Assisted in the development of strategic plans
for accounts while developing budget and business plans ensuring
continued growth and development. Ensured the effective development
of account plans and objectives. Managed records management process
in the Legal arena, developed processes and was responsible for
process improvement.
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PERSONNEL DEVELOPMENT. Ensured effective performance management of
direct reports, managed training programs and supported corporate and
business unit Human Resources initiatives.
SR. CONSULTANT, SPHERION CORPORATION, WASHINGTON, DC (1992 - 2001)
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CLIENT SERVICE. As the site manager for the Ernst & Young LLP and
IBM contracts customer relationships were developed that maintained a
positive work environment for Spherion customers and employees. As an
important part in the monitoring of vendor contract costs and
performance for the customer, developed delivery support levels that
exceeded customer expectations. In the outsourcing environment
promoted customer satisfaction with products and services by
negotiating and resolving issues raised by internal or external
customers. As a key player with the marketing group, assisted in the
assessment and development of new business opportunities. Implemented
customized certification programs for contracts on a national level.
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SITE MANAGEMENT. Established corporate structure, set up offices,
and hired management team while establishing service delivery and
customer relations. As a result of being strong in the areas of
strategic analysis, organizational skills, budget controls, logic and
decisiveness, goals were set, and balanced with processes for
outsourced contracts. In the process of identifying new business
opportunities the appropriate computer systems and associated
training requirements were implemented to ensure customer
satisfaction. Facilitated meetings at all levels and areas to set
strategic planning, goals, objectives and company metrics for
performance measurement. The established scheduling and forecasting
policies were integrated into master schedules at the headquarters
level. As the senior resource for price, contract construction
(RFP/RFQ), corporate compliance, financial, and legal risk ensured
that the evaluation of personnel, training/incentive programs were in
place. Responsible for the planning and reviewing of contracts,
programs, policies and procedures.
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 PERSONNEL DEVELOPMENT. Through a thorough understanding of the
customer's vision created and sustained an office environment that
challenged and motivated employees to deliver world class customer
service. Over the last ten years developed and implemented programs
to ensure high morale of the employees in a challenging customer
environment. Developed educational criteria for employees in various
locations with a variety of skill sets that exceeded the expectation
levels of the customer.
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UTILIZATION AND PROFITABILITY METRICS. Established cost, cycle time,
quality and scheduled performance goals that exceeded budget and
contract requirements. P&L statements were maintained above budget
revenue and profit targets. Total management objectives for the
outsourcing contracts and all associated corporate functions
including sales, marketing, human resources, quality control, and
product development were far exceed on a continuum
SITE MANAGER, IBM CORPORATION a" BETHESDA, MARYLAND a" (1973 a"
1992)
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SITE MANAGEMENT. As the second level administrative manager,
provided direction and guidance to line management for 11 off site
facilities. Areas of support included all administrative functions
including secretarial support and facility management. Built cohesive
management teams, solved difficult organizational problems,
implemented new programs, and restructured organizational design.
Responsible for IBM's formal Six Sigma telephone excellence program,
which included strategic and long term, operating plans, interim
forecasts and internal performance analyses. Part of the bid process
for external contracts. Controlled budgeting, financial reporting and
capital expenditures. Attained challenging profit objectives through
management proficiency.
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FEDERAL SECTOR a" 16 years
EBI Clearance
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COMMERCIAL SECTOR a" 3 years
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PERSONNEL DEVELOPMENT. Hired and trained an effective team which
significantly improved
response time to customer needs.
EDUCATION
Masters of Arts Organizational Management, University of Phoenix
2003
Bachelor of Science in Management, University of Phoenix 2001
References available on request.