Customer Service Management

Mark R. Kamstra, BS, MS, MBA

*** ******* ***, *** *******, Texas 78249 • 210-***-**** • abm7dq@r.postjobfree.com

Extraordinary Sourcing/Procurement Executive Leader

• Driven, resourceful leader – creates high performing and effective organizations.

• Builds teams that set the standard and consistently raise the bar of performance

excellence

• A sourcing expert who has been repeatedly hand-picked to handle the toughest, most

visible, complex, high dollar portfolios

• Excellent mentor and leader who has an impeccable record of earning the loyalty and

respect of subordinates, peers, and superiors – delivers compelling results every day

• Strategic, resourceful, and innovative leader/negotiator – creates an environment that

generates high ROI, leading-edge agreements, and outstanding supplier relationships

• Expert in creating, building and/or turning around enterprise-wide sourcing organizations

Career Profile

Assistant Vice President - USAA (UNITED SERVICES AUTOMOBILE ASSOCIATION) 2003-Present

Dynamic and driven leader in command of a team conducting multimillion dollar negotiations

with Fortune 100 corporations in the areas of complex technical services, outsourcing, software,

IT hardware, telecom, internet/mobile banking, electronic payments, third party labor, and

financial services. Directly supervises and manages a highly active 13-member team along with

an extended multi-functional matrix team of 50+ personnel comprised of senior technical

managers, operations executives, and financial experts. Created and leads six (6) multi-

functional category customer teams chartered to determine the strategic, operational, and tactical

control and integration of suppliers, valued at over $1B annually. Achieved nationally rated

customer service excellence as noted by Business Week and JD Powers. Performs direct,

coaching of subordinates. Serves as an enterprise-wide expert for contract negotiation and

supplier management strategies and the creation of strategic supplier relationships. Directly

interacts and advises senior management daily. Consistently sought by senior executives for

direct advice and counsel on procurement strategies, spend management, supplier risk

mitigation, outsourcing, and cost saving strategies. Created a procurement service delivery

model that has set the standard for the enterprise – highest cost savings returns ($200M

annually); highest customer satisfaction results (95%+ customer satisfaction), highest team

morale/loyalty, and most recognized/praised team by all measures – especially by supported

clients.

AT&T – (STRATEGIC SOURCING DIRECTOR) 1996-2003

Energetic leader in charge of negotiations for complex, multi-state technology contracts totaling

$10B; exercised multi-million dollar signature authority. Directly controlled a departmental

budget and lead a “best in class” cross-functional team comprising seven direct reports and 70+

senior managers across 13 states. Directly managed leading edge partnerships with the

company’s three largest technology suppliers (combined spend over $1.5B annually). Produced

average annual savings of 15% of spend.

Increased revenues 6% and lowered costs 12% by developing a new standardized pricing

•

protocol for complex software sourcing requirements involving high-volume transactions and

erratic demand patterns.

• Hand-picked to negotiate the most visible, complex outsourcing agreements in company

history valued at $1.3B+; achieved all goals on time at a savings of $300M+.

DEPARTMENT OF DEFENSE

HIGHLY DECORATED SENIOR MILITARY OFFICER, HELD VERY VISIBLE AND DEMANDING POSITIONS AROUND THE GLOBE.

RECOGNIZED FOR OUTSTANDING LEADERSHIP, PERFORMANCE, AND PROFESSIONALISM. COMMANDED ORGANIZATIONS IN

EVERY POSITION HELD. THREE

HANDPICKED TIMES TO BE CHIEF OF CONTRACT OPERATIONS IN SUPPORT OF HIGH STRESS

COMBAT OPERATIONS. ENTRUSTED WITH UNLIMITED SIGNATURE AUTHORITY FOR ALL TYPES OF CONTRACTS BY SECRETARY

OF THE ARMY.

1993-1996

Chief–Host Nation Support Team dynamically led a team that developed a seven-nation sourcing strategy to

support the deployment of all American forces in the Middle East. Directly presented and negotiated US

interests to allied governments. Negotiated multimillion-dollar outsourcing agreements with international

partner governments and companies; exercised unlimited monetary signature authority.

• Negotiated innovative, flexible agreements that created as estimated $1B+ in annual savings to the federal

government on supplies, services, and real estate.

• Authored integrated global procurement action strategies for world-wide military contingency contract

operations.

Commander in charge of the manufacturing, quality, pricing, and transportation of a $2B portfolio of goods

and services from 63 companies throughout the State of Israel. Supervised 60 senior personnel, including,

eight direct reports. Worked directly with the senior State of Israel officials on security, quality, financial

payments, and production operations. Controlled a $5M annual operating budget. Served as the primary

procurement advisor to the US Ambassador to Israel.

• Recognized by Israel’s Ministry of Defense for outstanding support of its national manufacturing and

quality programs.

• Globally recognized US Defense Department by having created the most outstanding organization when

compared to 13 like operations worldwide.

• Established a first-ever inter-governmental ISO 9000 quality program between the United States and Israel.

Education

Master of Business Administration, BABSON COLLEGE (NO. 1 ENTREPRENEURIAL COLLEGE IN US)

Master of Arts–Contract Management, WEBSTER UNIVERSITY

Bachelor of Arts–History/Pre-Law, SOUTH DAKOTA STATE UNIVERSITY

Leadership Development, US ARMY COMMAND AND GENERAL STAFF COLLEGE

Senior Management Development, ARMED FORCES STAFF COLLEGE

Certified Federal Program Manager, Defense Acquisition University

Certified Level III Federal Procurement Official (Highest Level)

Certified Strategic Planner, US Army War College

Affiliations

Past Chapter President (3 times), NATIONAL CONTRACT MANAGEMENT ASSOCIATION (NCMA)

MEMBER – NATIONAL CONTRACT MANAGEMENT ASSOCIATION

Past Chapter Board Member, INSTITUTE FOR SUPPLY MANAGEMENT (ISM)

COMMISSIONER – PLANNING AND ZONING COMMISION FOR SHAVANO PARK, TX

VICE CHAIRMAN OF THE BOARD - SAN ANTONIO CONSUMER CREDIT COUNSELING AGENCY

BOARD MEMBER – NATIONAL DAISY FOUNDATION (NON –PROFIT ORGANIZATION DEDICATED TO RECGNIZING OUTSTANDING NURSES AND

AWARDING FUNDS TO FIGHT DISEASES THAT ATTACK THE IMMUNE SYSTEM)

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