Customer Service Management

CAROLYN JACKSON

**** **** ******, *.*. #*

WASHINGTON, D.C. 20002

HOME: 202-***-****

CELL: 202-***-****

SUMMARY OF SKILLS:

Contract Close-out, Customer Service, Records Management, Microsoft Excel, Microsoft Outlook, Microsoft Powerpoint, Microsoft Word, PD2, Sequent, DART and DART 2000, Vouchers and Receiving Reports, File Management, Office Management, Computer Skills, Telephone Techniques, Hummingbird., PCF System.

EXPERIENCE

Management Analyst

Army Contracting Command, Alexandria, VA.

July 11, 2008-August 03, 2013(Retirement)

Evaluated a variety of contract types, as well as grants, cooperative agreements, and other transactions to procure items and/or services. This process includes identifying complex contractual issues and working with the Defense Financial Account System (DFAS) billing departments. Administered and validated that all requirements for contract payment had been met prior to the closeout process. Initiated all final contract close-out vouchers, including locating invoice files and re-pricing contracts using final indirect rates. Developed and maintained data regarding the status of various contract administration actions. Researched and investigated new or improved business and management concepts. Developed innovative and appropriate acquisition solutions to meet contract closeout requirements through the application of Federal Acquisition Regulation (FAR) guidelines. . Resolved and evaluated delivery schedule problems with contractor and negotiated delivery schedule changes. Identified resources required to support program operations, to review progress payment requests, and to assure that required clauses, proper rates and accounting codes were properly applied.

June 1,2001 to July 10,2008

Served in Agency Organization Program (AOP) responsible for contract administration, issuance and destruction of CAC cards, establishment and review of various reports, administrative training and reorganization for CARE Program. Attended meetings and conferences on GPCP ordering and billing procedures.. Worked with senior specialist to perform studies on issues concerning GPCP ordering and billing functions. Gathered facts, analyzed findings and prepared draft recommendations for solutions. Processed all delinquent accounts under DCC-W Purchase Card Program at the Pentagon.

December 1998 To June 1, 2001:

Records Management Procurement Assistant (Defense Services-Washington) Army Pentagon, Washington, D.C. 20310-5200,

Procured a variety of large business contracts resources consisting of hardware, software,

computers, supplies, services, maintenance and telecommunications for Department of

Defense agencies within the National Capitol Region. Analyzed and reviewed requisitions and documentation for completeness. Constructed contractual documents, performing

Pre-award and contract administration functions, in accordance with the Federal Acquisition,

Regulations Federal Information Resources Management Regulation DOD Federal

Acquisition Regulation Supplement, and other directives and instructions. Worked independently as the activity focal point for customer relations. Resolved oral and written inquiries and prepared clear and concise documentation.

August 1990 to December 1998: Contract Closed-out Branch: Supervisor Joe Spencer

August 1996 To December 1998: Contract Closed-Out Branch: Supervisor: Joe Spencer

Prepared copies of the final pay voucher, final audit, contractor’s closing statements, and

Final releases, include forms; DD1494, DD882, DD1597, and other information’s which would aid in closing out contracts from 1982 and above for signature for Contracting Officer and closing out in the Contract Status Register. Sent the closed contracts to holding for 7 years before disturbing.

June 1994 to Aug 1996: Procurement Assistant: Supervisor Sid Koss

Performed within the Commodities and Services Division (CIA, Branch for Defense Supply-Service Washington. Processed in contractual documentation for the acquisition of equipment, repair services, office supplies, copier rentals, and hotel/lodging requests for contractual actions the forms of Purchase Orders, Delivery Orders, and Electronic Solicitations using Facnet/EDI. Issue modifications. Assure accuracy and completeness of contractual documentation adheres to the FAR and DFAR.

Assisted bureaus, vendors and contracting personnel updating them on the status of existing requisitions to be processed. Served as liaison officer for the government between the bureau and contractor.

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July 1980 to August 1985: Supply Clerk: Supervisor Henry Thomas

Furniture Coordinator Office, assisted in establishing and maintaining stock levels for furniture to support serviced activities. Assisted in conducting annual survey of furniture needs in which the Supply Coordinators indicate the quantity and type of items they will need from the Stock Fund Catalog. Reviewed requests to ensure items are authorized by DOD standard and consolidated date to projected needs for the coming year. Assisted in analyzing existing stocks levels, monitors disposal and repair activities, and initiates actions to procure additional items. Reviewed requests for new items and consult with Furniture Coordinator before approving acquisition. Maintained contact with customer activities to review and update their furniture requirements in response to special or urgent needs, e.g. establishment of new activity or an increase in the staffing levels of an existing activity in NCR. Assisted in preparing reports, correspondence, charts and other data concerning the status of furniture stock maintenance and projected variations in current levels. Participate in presentations to officials outside the DSS-W on the status of furniture support function. Reviewed requisitions for furniture submitted by the Supply Coordinator for serviced activities in the NCR. Recommended substitution when requested item was not available or when determination was made that a more economical alternative existed.

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