Ann Warman Email and Phone Number

Under the direction of the Solutions Delivery, Director, this role provides and applies strategic direction to deployment & operational activities of TAPFIN MSP programs; providing guidance to other VMS Systems Engineers and VMS Systems Analysts on the team; and for contributing as a strong subject matter expert in the continuous improvement and evolution of TAPFIN’s processes. This role includes all of the roles and responsibilities of a VMS Systems Engineer as well.Additional Senior Responsibilities Include:• Provide support to more junior team members in the form of training, oversight/review of deliverables, and on-going mentoring.• Participate in initiatives to improve TAPFIN processes and to expand TAPFIN capabilities and processes to support global implementation.• Take on additional leadership roles as part of implementations, serving as the Solutions Architect’s “right hand person” however possible to add additional value and to free up the Solutions Architect for other work/projects.A minimum of 7-12 years of experience in the staffing or IT project services sector, with customer service experience desired

Responsible for managing and assisting with deployment and operational activities of TAPFIN MSP service offerings. These activities include configuring, testing, and deploying VMS technologies, training TAPFIN operations staff on how to perform their responsibilities, and ensuring compliance to TAPFIN ISO standards. This resource also supports VMS Product Support Analysts in providing Level 2 support to program team personnel to resolve client, VMS technology functionality, or process issues; or routes the issues to appropriate party for resolution. Serves as the liaison with the VMS technology teams and technology providers during implementation.Some activities include but are not limited to:• Creation of the VMS Configuration Workbook and Data Import Templates• Conducting the Conference Room Pilot based on approved Future State Design• Conducting VMS System, Integration, and User Acceptance Test Plans, Cases, Data, and Results• Configuring, testing, and staging data for test prior to moving over to Production.• Leverage best practices and in-depth MSP solution knowledge to deliver opportunities to streamline, automate, and alleviate administrative burdens from program operations.• Assist in monitoring the progress of, and providing performance / progress reports on, those MSP programs still in deployment phases. This includes status reporting to the clients, MSP group management, TAPFIN senior management, etc.• Assist in providing appropriate training to other TAPFIN team members including the program office and solutions delivery support, as well as vendors, clients, and other staff with regard to the MSP processes, procedures, reporting, etc.• Coordinate with the Solutions Architect to ensure the smooth transition from design to configuration based on future state design and client sign off.

• Responsible for a team of 8 direct reports (6 in Illinois/2 in Puerto Rico) who support in the day to day operations of the Abbott contingent labor program with responsibilities including data entry, customer service, reporting and audit.• Assist with the overall direction and assume accountability for the operational effectiveness of the Abbott contingent labor program.• Work closely with Abbott BHR and Talent Acquisition regarding the management of program wide procedures.• Communicating clients' needs during implementation of new Abbott locations, developing solutions and assist in the overall configuration of SAP Fieldglass.• Annual market research and analysis on competitive compensation within the pharmaceutical industry and contingent labor market.• Continuously monitor key performance indicators and service level agreements, as well as partnering with program leadership and field departments to improve performance and identify opportunities for continued improvement.• Responsible for project planning and forecasting, one of which includes the clients co-employment needs.

• Responsible for analyzing and evaluating data and determined courses of action.• Constant trending and analysis of contingent labor data to assist in meeting our contractually obligated service level agreements.• Responsible for all final reporting deliverables to client.• Worked closely with Abbott BHR on the implementation of new survey and VMS tools. • Traveled to other client locations for specific training needs on both the client and supplier ends of the business.

• Assisted with the overall direction given by the Operations Manager in supporting the contingent labor program for Abbott.• Monitored and provided feedback to the field on key performance indicators and service level agreements set in place by the client to improve performance and identify opportunities for continued improvement.• Worked independently on individual projects and reporting.• Helped create and approve standard operating procedures for the field to use with our client.• Traveled to other client locations for specific audit needs on both the client and supplier ends of the business.• Coordinated travel and events for team and client meetings.

• Obtained detailed assignment information from the customer and utilized it to provide effective customer service.• Reviewed applicants to evaluate their qualifications for specific assignments.• Administered training of temporary employees to upgrade their skills for assignments.• Interface with the clients to define position requirements and filled the customer's needs with qualified temporary employees.• Assisted in negotiating job offers between the client and candidate.• Troubleshoot to resolve the problems or complaints of the customer and temporary employees.• Coached and counseled temporaries to ensure quality performance and job satisfaction.• Implemented company award programs to recognize the good performance of temporary employees.• Made key skill telephone sales calls to acquire new business within client base.• Coordinated the use of other staffing vendors as necessary.• Answered telephone to provide desired information for customers and temporary employees.• Maintained customer and temporary employee records to ensure completeness and accuracy.• Produced requested management reports.• Successfully created a program with Abbott Point of Care that included managing daily activities and travel along with expenses and logs, tracking assignments and being a lead contact for questions between all Program Managers and temporary employees.

• Built strong foundation in customer service.• Answered and responded to customer phone calls.• Learned and administered benefits for a specific client.• Assisted co-workers with benefits information and other work related issues.• Had continuing knowledge and training in pension, 401k, and health benefits.• Took on individual projects such as the on-going carrier contact project.• Answered high volume of calls in call center atmosphere.• Team leader in follow up on all customer service workflows.