Customer Service Manager

Bennice L. Thayer

***** ********* *****, ***** ********, Maryland 20774

abhvxz@r.postjobfree.com 301-***-****

Business Operations Professional

Results-driven operations manager offering extensive experience and

achievement in organizational leadership, account management, project

management, personnel supervision and office management. Exceptionally

organized and proficient in managing major initiatives and critical

projects. Efficient P&L management experience. Achieves significant

improvements through streamlined operations/work flow efficiency.

Self-motivated strong team leader with high standards and drive for

results. Core competencies include:

Client Relations

Budget Planning and Cost Control

Project Planning and Scheduling

Operations & Process Improvement

Accounting and Financial Reporting

Team Building & Leadership

Regulatory Compliance Management

Human Resources, Payroll, Benefits

Vendor, Purchasing and Contract Management

Facility Management / Site Development

PROFESSIONAL EXPERIENCE

KOA, Inc., -- Camp Springs, MD

6/2003-Present

Specialized Education Services

MANAGING DIRECTOR, PARTNER

Established human services organization to work with private and public

sectors in assisting members in exceeding achievement levels. Directed

administrative operations and supervised teaching, counseling, coaching

and support staffs.

Effectuated organizational performance through dynamic program

management, operations, client relations, and human resource management.

Maximized outcomes through business analysis and implemented learning

technologies integrated across the learning environment.

Managed direct report staff of twelve with an additional ten to fifteen

consultants added during specialized programs; Instituted rules,

regulations, policies and procedures; maintained staff and client

compliance; Accountable for human resources: staffing, payroll, benefits,

insurance and certification

Complete oversight of all administrative office functions, certifications

and licensing; Established performance indicators, productivity

improvements and installed systems to consistently improve quality of

service and customer satisfaction.

Developed service tracking methods and provided report documentation to

administrations, state and county government for improved service and

ensured contract compliance for grant fulfillment.

Managed all accounting and financial practices and contract reporting for

all project activities;

Managed procurement procedures for contract clients seeking human

services.

Implemented sincere, customer-oriented, qualitative service standards

facilitating client relations in key accounts with Prince Georges County

Social Services, Covenant House, small local municipalities and over 100

schools in the Maryland metropolitan area resulting in a 90% customer

retention rate.

Conceived, designed and implemented combined standards based instruction

incorporating outside-the-box teaching methods to improve individual

achievement levels resulting in evangelistic marketing which exceeded

sales goals within two years by 130%.

Through client relations recognized the need for, and spearheaded

development of, an alternative educational program allowing for the

offering of successful remediation services increasing overall service

offerings and sales by 35%.

FREELANCE CONSULTANT, Washington, D.C.

11/2000 - 7/2003

Berlitz GlobalNet International - Challenged to lead process engineering

efforts in developing scanning processes for tracking of source documents

to implement paper-free interaction with interpreters; cultivated

relationships with senior management executives; defined and scoped

business needs and requirements.

Natural Health Options, Inc. - Developed tracking procedures for consumer

marketing efforts. Provided managerial enhancement, instituted

accounting processes, developed corporate policies and procedures.

New Visions, Inc. - Instituted legal filings for the development of

telecommunications service; negotiated corporate closed-bid acquisition

saving company in excess of $5 Million; developed business plans for

investor funding.

Vision Communications International Corp. - Provided business planning

services

Tutor Connection - Temple Hills, MD, CO-DIRECTOR, UMCR Community Outreach

Program

Directed community outreach program offering learning services to the

public. Responsible for all service implementation, documentation,

improvement tracking. Volunteer position.

Behnkes Nursery, Inc., -- Beltsville, MD

11/1999 - 11/2000

Horticultural Services, Gardening Supply, Retail Stores

PURCHASING DIRECTOR (Head Buyer)

Senior level manager responsible for procurement and merchandising for

fifteen sales units comprised of retail garden centers, nurseries,

florists, landscape services, seasonal and wholesale distributing.

Reported to C-level executives.

Supervised staff of seven buyers to advise over thirty departmental and

area managers.

Collaborated with visual merchandisers to ensure effective display

presentations

Led re-organization of purchasing system to purge triplicate records of

over 200,000 products.

Performed staff development and training in purchasing system (WMS/POS)

utilization.

Lightcom International, Inc. - Washington, D.C.

5/1993 - 11/1999

Long-distance Telecommunications Provider, Government Contractor,

Sub-Contractor

EXECUTIVE VICE PRESIDENT

Provided executive level support to the Chairman and Chief Operating

Officer. Functional areas of management included finance and accounting,

contract administration and legal processes, customer service, strategic

planning, human resources, facilities development/management, and project

management.

Oversight of all corporate business operations departments: accounting;

information technology; human resources; corporate policies/procedures;

contracting; site development; facilities management.

Maintained administrative responsibility for over 250 U.S. Department of

Defense (DoD) and GSA contracts and subcontracts, including RFP/Q/sole

source submissions and responsiveness; Ensured compliance for all

federal, state, and local government reporting; Oversight of related

procurement efforts.

Responsible for financial planning and submissions for contractual

projects and corporate projects; oversight of budgeting including

re-baselined budgets.

Senior point of contact for escalation of troubleshooting for the Defense

Information Technology Contracting Organization (DITCO) and DoD

contracting officers. Strategized with counsel to implement successful

corporate defense of service structure.

Directed new business development for premier client relations;

Corporate liaison for international clients.

Directed development of corporate call centers; oversight of center

contracts and administration

Developed business plans for venture capital endeavors to obtain

expansion funding.

Oversight of administration for billing, information systems, and

customer servicing

VICE PRESIDENT, ADMINISTRATION and CONTRACTING

Challenge: Successfully orchestrated relocation of Texas corporation to

the District of Columbia establishing organizational site resources and

key personnel while continuing to provide seamless service to the

customer.

Maintained administrative responsibility for U.S. Department of Defense

(DoD) and GSA contracts and subcontracts, including RFP/Q/sole source

submissions; Monitored and maintained compliance and responsiveness to

contracting efforts and procurement processes; Senior point of contact in

escalation of DITCO and DoD contracts.

Responsible for accounting and reporting functions to external auditors

and compliance units. Implemented new systems to integrate accounting

with technical operations and customer service

Supervised human resource administration and all staffing processes;

developed and implemented corporate policies and procedures.

Worked with counsel in determining strategy and implementing successful

corporate defense of service structure to Defense Information Technology

Contracting Organization (DITCO).

Oversight of development of client relationship programs from inception

through deployment.

Spearheaded development of database for improved office productivity.

Established installation of customer service tracking. Directed

consultants for the development of proprietary service software.

National Association for the Self Employed, Washington, DC

1992 - 1994

Non-profit resource organization for self-employed and micro-businesses

CONSULTANT - Designed and installed LAN and interoffice operability

systems in corporate offices

Diversified Concepts, Inc. - Capitol Heights, MD

7/1989 - 5/1993

Retailer, Manufacturer of Custom Awards, Promotional Goods and Corporate

Incentives

VICE PRESIDENT, Co-Owner

Directed overall operations and P&L management for manufacturing and

retail facility. Managed all processes including design/development,

purchasing, accounting, personnel, manufacturing, delivery and customer

relations.

Expanded corporate position by determining process improvements,

developing specialized product lines and managing business development to

increase revenues 300% and productivity by 50%.

Developed company as prime contractor for the design and production of

major awards for DC Government, US Treasury, ATFB, NASA, MNCPPC and

others through government procurement processes.

Responsible for gaining/maintaining 8(a)/SDB status including

governmental compliance, reporting, financial planning, purchasing,

budgeting and fulfillment.

Prior Experience

Wayer Corporation - Landover, MD

AREA MANAGER, Victory Awards & Snack Shack Divisions

N-A-Minit Stores - Landover, MD

GENERAL MANAGER, Franchise Group, Multiple Locations

Southland Corporation, Dallas, TX

MANAGER, Seven-Eleven Stores

Software Ability

Microsoft Office - Word, Excel, Power Point, One Note, Visio, Access,

Outlook

QuickBooks, MAS90, Solomon Windows NT, XT, Vista, 7;

Explorer, Firefox, etc.

Open Office; Site Builder, CMS; CRM, WMS; FileZilla, others.

Education - Bachelor of Science - Administration/Finance, Honors, Florida

Agricultural and Mechanical University

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