Quality Assurance Manager

Mark S. Feightner

**** ******** *****

Fort Wayne, IN 46815

260-***-**** ************@*****.*** 260-***-****

SUMMARY

Business Office Manager (Operations Manager) responsible for day to day

operations of $50M a year contract. Strengths include analysis,

organization, attention to details, and ability to drive projects to

completion. Areas of expertise:

Contract Management Compliance Customer Service

Invoicing Reporting Procurement

Relationship Management Team Facilitation QA Reviews

PROFESSIONAL EXPERIENCE

IBM, Fort Wayne, IN and Philadelphia, PA 1994 - Present

Business Office Manager 2005 - Present

Managed day to day operations, contract management, compliance, reporting,

invoicing and procurement.

. Performed Audit focal role in successful passing of Corporate Audit.

. Saved $69K in software changes by conducting a software inventory

. Helped develop process improvements for software consents.

. Closed $3.5M due to partial termination of contract, 2007.

. Closed $7.37M in new business, 2006.

Bid Proposal Manager, Global Services and Quality Assurance 1998 - 2007

Leader responsible for coordination and delivery of new business proposals

for large complex Insurance account. Facilitated team to generate contract

for additional billable work. Coordination of team to develop proposal for

delivery. Conducted quality assurance reviews on deals up to $30M.

Coordinated opportunity management activities and tracked progress for

weekly sales meetings.

. Closed $23M in business, 2005.

. Contributed to customer satisfaction; jointly developed software

consent process with client.

. Proposed $4.9M in new business; closed $4.2M, for 86% win rate, 2004.

. Performed hardware and software inventory clean up; saved project

office $32K.

. Created audit readiness program for project office.

Mark S. Feightner Page Two

IBM (Continued)

Customer Relationship Representative 1994 - 1998

Supported Marketing and customers by facilitating resolutions to business

issues such as contracts, financing, hardware and software orders, billing

and accounts receivable. Built relationships internally and externally

for selected large accounts. Provided analytical, negotiation and project

management skills to facilitate timely resolution of customer related

issues and concerns. Developed process of notifying customers, whose single

version software was set to expire.

EDUCATION

BS, Management, Indiana / Purdue University, Fort Wayne, IN

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