Laura Hackett Email & Phone Number

The Director of Client Delivery is responsible for overseeing the successful delivery and client retention of a flagship program. This includes ensuring the Program Office team is achieving results, managing financial success, and advancing strategic initiatives.

Seattle, Wa

• Responsible for operational delivery of a Managed Service Provider (MSP) program at both a leading global beverage company as well as one of the worlds largest online retail and cloud platform.• Partnered with the Implementation Project Management Team to develop and implement operational business requirements for several program expansions, including seven manufacturing plants across the US, a leading home video security doorbell company, an emerging unmanned drone delivery company, and the largest independent podcast publisher in the world.• Spearheaded the expansion project to manage the classification, contract execution, and invoicing of over $80M in annual Services Procurement spend.• Led and managed a multi-functional Operations team• Managed requisition fulfillment and performance of Staffing Suppliers• Developed strategies to achieve client goals for diversity supplier spend, veteran hiring, and cost saving/avoidance opportunities.• VMS partner relationship management• Partnered with client stakeholders to develop and implement strategic program initiatives including supplier rationalization and selection, active cost management, and continual program improvements• Achieved program SLA's and operational objectives• Established financial forecasts with full accountability for operational P&L

Greater Seattle Area

Direct oversight of the N. American Supply Base team ensuring all team members are effectively managing their MSP portfolio of clients, inclusive of steady state programs as well as new program implementations. Scope: 11 direct reports, 60 clients• Strengthen and drive AGS's supply base strategy across the globe and accelerate our market differentiators. • Oversee new client implementations or current program expansions to ensure supply base work stream meet all milestones and project deadlines.• Responsible resource planning and hiring strategies for the supply base team based on current needs and pipeline business. • Responsible for the end-to-end employee development/mentoring, including: training & development, mid-year and year-end reviews, performance management, and terminations. • Responsible for continuous interaction with internal Executive's to showcase supply base projects/initiatives and operational risks/challenges/issues. • Effectively developed and maintained Executive level relationships with the supplier community as well as our current and prospective clients. • Developed and managed a formal recognition program for our top N. American performing suppliers.

Seattle, Wa

Provide support and strategic management of the supply base within a regional territory for current programs and new implementations. Serve as a Subject Matter Expert to lead projects/initiatives to ensure a best in class performing supply base. The portfolio of clients range from Fortune 10 – 500 in a variety of industries, including Information Technology, Finance, Insurance, Retail, Oil/Gas, and Automotive. Key responsibilities include:• Manage the vetting of new suppliers including: introduction calls/meetings, assisting with contract negotiations, liaison between supplier and customer, and main point of escalation for all supplier questions or concerns.• Define supplier quarterly Service Level Agreements and perform quarterly performance reviews.• Coach/mentor suppliers.• Develop and deliver quarterly supplier reviews to client.• Ensure suppliers adhere to all program processes and procedures. • Create and manage supplier Request for Information/Proposal (RFI/P) projects.• Foster and maintain supplier and customer relationships. • Lead Supply Base Management work-stream for new program implementations or expansions. This includes: discovery meetings, supply base recommendations (e.g. supplier optimization, category/location alignment, etc.), supplier communications (e.g. presentations, emails, quick reference guides, etc.) and meetings, supplier vetting, and participate in internal and client status update calls.

Responsible for all steps associated with the identification, placement, and management of contract employees in the applications, infrastructure, and communications service areas. I consistently developed strong communication channels with internal and external clients by earning respect, and acting with the greatest amount of professionalism.• Recruited for positions such as Project/Program/Product Managers, Business Analyst, Programmer/Analysts, Software Developers, Quality Assurance, Web Developers, Help Desk Support, Network Engineers, and Systems Administrators.• Daily duties include: Identifying candidates utilizing our internal database and external job search engines; cold calling; qualifying candidates; performing professional assessments; analyzing client needs; negotiate wage rates and other terms and conditions of employment with contractors; posting available job positions on the internet; resume preparation; contractor and client lunches; conduct skills testing, office interviews, reference checks, and background investigations; building long-term relationships on a foundation of honesty and integrity.• Recruited on the following skills: - Client Server: C, C++, C#, TOAD, TSQL, Rational Rose, Lotus Notes, Crystal Reports, COM, ActiveX- Database: DB2, Oracle, Erwin, MySQL, SQL server, - ERP: PeopleSoft HRMS, PeopleSoft Financials, SAP

Responsible for providing the highest level of customer service to external customers, as well as corporate and field office employees. I was a proficient expert in the processing of contractor payroll, benefits administration and overall operational compliance to policies and procedures with an overall focus on data quality. Responsibilities included:• Data entry of contract employee new hire information, including client invoicing data and payroll and tax data. Also responsible for data entry of contract employee termination information including reasons and dates.• Responsible for weekly contractor payroll process including collection, entering and verification of hours to include timecard collection. Maintained 125 contractors per week (average).• Collect, track, and audit contractor expense reports.• Assist Business Operations Associate in the maintenance of the travel log.• Possess expert knowledge of payroll and benefits, including employment agreements, health insurance and 401K.• Main point of contact for problem resolution involving contract employee payroll and benefits.• Responsible for contractor orientations including all new hire and rehire contractor paperwork required.