Tamara Jacobs
BARCELONA
Summary
Strategic account management with successful client relationships ensuring customer satisfaction and growth for global enterprise clients in HR and Payroll services. BPO background, experience in document management, transaction services and HR Call Centres. Strong communication and management skills and extensive experience in managing the operations of a business. Throughout the stages of service—transformation, implementation, new projects and systems, and steady state—I will guide teams, provide insights, offer advice, and report to the client. As a single point of contact for the client, I handle issues and focus on continuous improvement. I ensure that both SLA and KPI targets, as well as project goals, are set and met.
Overview
12
12
years of professional experience
Work History
Manager
Restaurant La Ginesta
BARCELONA
02.2007 - 11.2018
- During these years my husband and I opened a restaurant
- We managed day to day business together with 15 employees
- Identifying where we could improve, in cost, produce and staff without losing the identity of the restaurant which had a history of traditional Catalan cuisine
- After successfully making changing, my husband took over the day-to-day tasks
Global Client Director
TMF Group
BARBERA DEL VALLES
07.2015 - 06.2018
- Managed and nurtured global enterprise client portfolio for payroll and accounting services, ensuring ongoing growth through strategic account management of existing business.
- Single point of contact for regular interactions with client senior management and TMF internal stakeholders
- Achieved consistent year-on-year revenue growth from a diverse portfolio of strategic clients by understanding their medium-term requirements and devising appropriate plans
- Creating account portfolio business plan that identifies opportunities for growth within the Client base and defined a clear strategy with supporting action plans to deliver sustained revenue growth and service delivery excellence
- Identifying key resources and investments necessary to underpin this plan
- Putting the client at the heart of everything we do, always ensuring exemplary 'client experience' (and improved NPS scores over time)
- Managing a team of Client Service Managers (based in key client geo's), ensuring skills and performance levels are consistent with commercial and operational requirements
Global Service Delivery Manager
Conduent
BARBERA DEL VALLES
01.2015 - 06.2015
- Managed service delivery of HR services for 34 countries and 7000 employees across 2 locations.
- Starting from contract negotiations I participated in deep analysis of HR processes of each country to enable transformation to global processes
- Planned and controlled overall operations, including staffing, budgeting, and expense management.
- Conducted budget analysis, labor planning, and resolved problems to facilitate seamless coordination between client and Conduent teams.
- After launch I was responsible for steady state actions, including process improvement and further efficiency gain within both our systems and processes to meet steady state goals
- Leading Monthly and quarterly service delivery meetings with the client, focusing on SLA performance, root cause analysis of issues, upcoming projects and the progress of change requests
- Reviewing customer satisfaction survey results, identifying ways to increase participation and following up on action items from the survey to improve service
- Always looking for additional scope to bring into the Conduent teams
Customer Care Manager Europe
Conduent
BARBERA DEL VALLES
05.2012 - 09.2014
- My role as customer care manager included analysis of services across 5 European clients looking for areas to be leveraged from one client to another
- Enhanced use of processes, systems, and training to optimize quality, boost performance targets, and mitigate security risks
- Leading round table sessions with Conduent teams, highlighting opportunities for development within our transaction systems which would benefit all clients
- Supporting IT teams during development of new systems and providing valuable information to clients in negotiations of additional scope such as Chat, HR Self Service and Automatic letter creation
Global Strategic Business Unit Manager
Conduent
BARBERA DEL VALLES
11.2008 - 05.2012
- Acting as the principal client contact for client based in UK and US with 33,000 employees and 38,000 US Benefits participants
- Oversaw the functioning of teams at both physical and virtual work environments in 3 global sites
- Developed budget estimates and managed project/contract to meet revenue and cost projections
- Determined resource allocation levels to meet project/contract commitments
- Analyzed workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed
- Reviewing and resolving issues, providing root cause analysis and preventative actions affecting Company compliance, legal requirements and client objectives
- Leading Monthly and quarterly Service Delivery meetings with the client reviewing, SLA performance, issues, change request progress and upcoming projects
- Partnering with senior staff in developing and marketing new client programs/services as required
- Successfully led the global transition to Workday for our operational teams in 3 locations of service
Data Management Lead
Conduent
BARBERA DE VALLES
02.2007 - 11.2008
- Successfully led a team administering transactional activities in Peoplesoft for a UK client with 18000 employees
- Developed a strong team of people servicing the client to high standards of SLA and KPI's
- Leading weekly Operations calls with the client, providing reporting on SLA performance, forecasted workload, root cause analysis of issues, identifying training gaps and progress on relevant projects
- Facilitated a smooth relocation of the team to a more affordable site while maintaining high levels of service, resulting in being honored with a Hustle Award.
Education
Secondary vocational education -
Nederlands Luchtvaart College
HOOFDDORP05.1998
Business Administration -
Abstede College
UTRECHT05.1995
Skills
- HR Business operations
- Team Leadership
- Project Management
- Client Relationship Management
- Contract Management
- Strategic Planning
- Business Development
- Process improvement
- Critical thinking and problem solving
Personal Information
Title: Global Client Director
Languages
- Dutch
- English
- Spanish
Timeline
Global Client Director
TMF Group
07.2015 - 06.2018
Global Service Delivery Manager
Conduent
01.2015 - 06.2015
Customer Care Manager Europe
Conduent
05.2012 - 09.2014
Global Strategic Business Unit Manager
Conduent
11.2008 - 05.2012
Manager
Restaurant La Ginesta
02.2007 - 11.2018
Data Management Lead
Conduent
02.2007 - 11.2008
Secondary vocational education -
Nederlands Luchtvaart College
Business Administration -
Abstede College
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