Customer Service Management

PHONE 904-***-**** • E-MAIL *****************@*****.***

VICTORIA WEST

CAREER OVERVIEW

Energetic and reliable Procurement Professional skilled with working with

a diverse group of people.

SKILL HIGHLIGHTS

• Market Trends, Cost and Price Analysis

• Trained and Experienced Negotiator

• Customer Service Oriented and Supply Purchase Expert

• Project Planning, Management and Report Development

• Multitask Management and Attention to Details

• Strong Written and Verbal Communication

• Microsoft Computer Applications, Office Equipment and Adding Machine

CORE ACCOMPLISHMENTS

Policy Development - Developed and implemented employee standard operating

procedure manual outlining all proper business procedures and policies.

Reporting – Maintained status reports to provide upper management and headquarters

with updated information for work-in-process, work performed and expenditures.

E DUCATION/TRAINING AND PROFESSIONAL EXPERIENCE

EDUCATION University of North Florida

Bachelor of Business Administration (BBA) – Major Marketing

Graduated in 1989 with Magna Cum Laude (Top 5% of Graduating Class)

University of Maryland

Certificate in Corporate Management Development 2002

(4.0 GPA, 4.0 scale – Graduate Level Coursework) - Outstanding Scholar

SPECIAL TRAINING Project Leadership, Management & Communications; Customer Service; Team Building;

Cost Analysis; Contract Pricing; Contract Law; Purchasing; Contract Administration;

Personal Computer Software Excel, Word, Power Point, Internet, Standard

Procurement System.

US Army Corps of Engineers

[ 2006 – 2007 ]

PROFESSIONAL

EXPERIENCE Contract Specialist Jacksonville, Florida

• Reviewed purchase requests and prepared Request For Proposals (RFP).

• Regularly provided assistance and answered inquiries received from customers and

industry by way of telephone, email, intranet/internet and face-to-face forums.

• Researched and resolved problems relative to purchasing issues.

• Analysis of contractor price, cost proposal and terms and conditions.

• Established price objectives and acted as Lead Negotiator for technical team.

• Performed all contract administration functions including but not limited to claims,

change orders, bilateral and unilateral contract modifications.

[ 1990 – 2005 ] United States Navy

Contract Specialist Lead and Supervisory Jacksonville, Florida

• Performed all facets of service and supply procurements to meet mission deadlines

in a fast-paced environment; purchased all types of supplies and services including

just-in-time purchasing of raw materials and components.

• Purchasing included the preparation and processing of Request For Proposals

(RFPs), Information For Bid (IFBs), Request For Quotes (RFQs), Purchase Orders,

Delivery Orders and Contracts.

• Market Research & surveys to determine potential vendors and resource availability.

• Ensured that purchase requests and requisitions were processed in accordance with

policy and guidelines.

• Established cost savings negotiation objectives and efficient receipt of goods.

• Routinely performed win-win” negotiations on complex and regional procurements.

• Managed, trained and coached staff to perform administrative functions in

accordance with policy, standard operating procedures and regulations.

• Provided assistance and answered inquiries received from customers and industry.

• Utilized trends, forecasting tools and methods to perform cost and price analysis

including escalation indexes for raw components.

• Implemented innovative procurement arrangements to meet customer requirements

when needed.

• Developed strategic goals and milestone objectives for procurements.

• Ensured that Department objectives were aligned with overall agency goals.

• Effectively assigned workload to ensure efficiency by utilizing available resources.

• Regularly worked and partnered with all levels of managers to ensure that a quality

work product was delivered in accordance with planning schedules.

• Tracked and monitored work-in-process, work performed and customer satisfaction.

• Performed analysis of data and preparation of action reports for upper management

and higher echelons.

• Ensured that operations ran smooth to meet stringent planning agendas.

• Achieved maximum efficiency and reduction in cost by streamlining internal

functions.

• Performed all required contract administration functions and updates to purchasing

system website software and computerized file maintenance.

• Performed Quality Assessment review on work performed.

VICTORIA WEST **

*****************@*****.***

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