Rachael Hedquist Email & Phone Number

Livonia, Michigan, Us

• Firstly, responsible for leading and managing the Program Management Office for seven mid-market customer accounts, comprised of offshore Program Specialists and MSP Support Team to ensure successful program operation. Acted as the primary contact for all operational aspects of the program with the customer and ensures the program is compliant with all contractual and other legal requirements, including achievement of all applicable service level agreements and key performance indicators. • Secondly, carried an account growth responsibility in terms of working with their Program Team to actively seek out additional revenue opportunities from within the client portfolio. • Also responsible for managing the performance of the associate vendor network to maximize supplier performance and ensure compliance with program policies and processes.

• Maintained and grew strategic client partnership with Randstad Sourceright’s largest MSP account, Walmart.• Lead and developed program management team to optimize service delivery to clients and suppliers. • Achieved budget profitability and allocated resources accordingly to yield the best ROI.• Defined and drove strategies to maximize business development, customer and supplier satisfaction and retention of business.• Ensured contract compliance to achieve operational measurement. Resolved operational challenges and built out Standard Operating Procedures that positively impacted the effectiveness of the account.• Identified opportunities for new revenue streams within existing client – Added 3 new client locations with $15+M in spend in less than 12 months.• Achieved Leadership our Way, Leadership in Action and Influence Through Date Driven Insights Training Certificates

Boca Raton, Fl, Us

• Oversight and management of two of Cross Country’s premiere MSP accounts.• Focus included Client and Supplier Satisfaction through implementation of best practices, expanding baseline business, introducing new revenue streams, cultivating client relationships at all levels and management of regional teams.• Directed Program Management team of six who were responsible for working with Cross Country Recruiting and Supplier Partners to provide quality patient care to healthcare facilities in all markets serviced by providing highly skilled supplemental staff that manages overhead costs without sacrificing performance.• Lead and manage the Client Business Review process, including analyzing data in accordance with the Client Service Level Agreements (SLAs) as well as sales reviews with CCH Executive Leadership.

Paramus, New Jersey, Us

As Vice President of Client Services I leverage my considerable years of staffing and MSP experience to ensure Tech Observer meets our client’s IT, Professional, Clinical & Healthcare contingent staffing needs. Other responsibilities include:• Build relationships with existing and prospective clients to generate new partnerships and opportunities• Become trusted advisor to engage in strategic initiatives and problem-solving activities with client and prospects• Implement new brand awareness and marketing strategies• Active Member of ClubVMSA and WBENC• Act as the company’s Diversity and Inclusion ChampionTech Observer:• was established in 2005 and is headquartered in New Jersey with offices in Singapore and India• Is a "Certified Women and Minority Owned Business Enterprise"• Is 100% privately owned with over 400+ employees globally• Is a E-Verified Company• Provides contingent, permanent, SOW and payroll services• Has been serving Global Pharma for 15+ Years• If Ranked a Top 5 Supplier by our clients within 1st Year • Is a Tier 1 Staffing Supplier to Top 10 Pharma• Is ADP complaint processing

Torrance, Ca, Us

• Responsible for AgileOne management, strategic direction, innovation and implementation of best practices across a portfolio of 5 -7 Global Fortune 1000 finance and insurance programs with approximately $200 million in annual spend (BlueCross BlueShield Tennessee, Federal Reserve Bank, Principal Financial, Silicon Valley Bank, Zurich NA)• Collaborated with PMO team to implement 3 new programs; fully accountable to hire and train Client Services on-site teams including Directors, Client Service Managers, Client Service Administrators, Data Analysts and support staff. (on-going management of approximately 20-person team) • Core responsibilities include managing of program team, full P&L responsibility, managing service level agreement and key performance indicators to ensure contract compliance and client relationship management. • Identified opportunities within the portfolio’s footprint for all AgileOne solutions, including MSP, VMS, Payroll, Service Procurement (SOW), IC Compliance, RPO, Total Talent Management and TalentETL / Direct Sourcing Management.• Selected by Business Development team members to represent Client Services in perspective client sales presentations. • Created a live client satisfaction survey (VOC) to audit program standards and measure continuous process improvement of Pioneer, now Corteva, and DuPont program.

Jacksonville, Florida, Us

• Collaboratively managed $2-billion global Managed Service Program for Cisco, while fully directing 40-person client management team, and 13-person program office delivery team. Successfully managed 2700 Contact Workers and 7600 Statement of Work transactions in Fieldglass, and case management tracking in Salesforce, ensuring customer experience, contractual compliance, cost control and speed to fulfillment.• Participated in the redesign and implementation of program improvement initiatives to enhance the user experience and optimize reporting capabilities on supplier management, sourcing and cost savings.• Worked with Business Analyst to develop monthly dashboard reports to monitor program performance and issue to resolution, identifying non-compliant spend and root causes, recommending program advantages and opportunities to Cisco business function and category leaders. • Achieved time-to-fill and customer-satisfaction SLA targets, and maximized program utilization and return on investment.• Enhanced utilization of Shared Services model to drive efficiency, productivity improvements, cost optimization and capacity modeling.

Jacksonville, Florida, Us

Vice President, Relationship Management• Led $200-million Thomson Reuters Managed Service Program, overseeing 22 -person global team. Supported the recruitment of 1400 high-quality IT and professionals and procurement of Statement of Work Managed Services and Managed Projects. • Built relationships across community of talent-recruitment suppliers and consultant organizations. • Detailed program recruitment and competitive bidding procedures and protocols, provided strategic contract feedback, supplier rationalization and streamlined the process, and increased productivity/efficiency.• Partnered with Solutions Design Implementation Team to re-engineer program-wide rollout of the US and UK-based Fieldglass technology. Optimized user-interface and client talent recruitment and services procurement performance. • Reviewed KPI/SLAs, troubleshot/resolved client issues and project challenges, and maximized year over year program progression, positive customer satisfaction and services expansion with an average of 20% annual volume growth.Program Director, Relationship Management• Led the development of the company’s first MSP and managed its evolution into a supplier-neutral, performance-driven solution under the Adecco Solutions brand.• Directly responsible for growth in spend from $46-million to $87 million in less than two years• Early adopter to Shared Services model to improve efficiency and productivity. • Monitored program performance, troubleshot/resolved usage issues, maximized user volume, and assured compliance with targeted project deliverables objectives.• Collaborated with Business Analyst to evaluate and present executive reviews to key client stakeholders. Identified/addressed operational shortfalls, and achieved/sustained high client and supplier satisfaction.• Recruited, trained, and developed high-performing program managers, consultants and coordinators. Proudly positioned talented team members for company advancement opportunities.

Atlanta, Georgia, Us

National Accounts Client Delivery Executive• Responsible for driving overall sales and process improvement with a portfolio of national accounts with $50-million spend including American Red Cross, Merrill Corporation and Best Buy. Managed internal company communication on client general staffing and professional talent needs, contract changes and compliance.• Formed strategic partnerships with customers, Spherion/Mergis field offices and preferred staffing vendors to identify needs, increase satisfaction and implement solutions.• Produced highest year-over-year sales and delivery results qualifying for Performance Forum seven times. eCenter / Area Manager • Designed and implemented Spherion’s first Minnesota eCenter office to source clients using web-based vendor management software including Chimes and ProcureStaff.• Responsible to drive sales, operational efficiency and process improvement for six field branches, eCenter and On Premise offices.• Recruited, hired, managed and retained internal Spherion team members.• Managed financial and operational initiatives and goals; analyzed and resolved issues.