Manager Customer Service

LETICIA THORN

**** ***** *****, *** *******, Texas 78253

Cell Phone 210-***-****

Email: **********@*****.***

Professional manager with over 20 years of experience, and educated through MBA level. Core

competencies include planning, resource development, performance metrics, budgeting, forecasting, cost

accounting, financial reporting, data analysis, proposal pricing and contract and procurement management.

Inventive and resourceful in developing and implementing improvements in processes including cost

accounting structures, invoicing systems and work management systems. A strategic, tactical manager

and team player with the ability to identify and execute goals and measure progress utilizing strong

communication and organizational skills.

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Professional Experience

July 2007-Aug 2008 EG&G/IRS-REFMLS Contract

Deputy Program Manager

Managed diverse contract providing direction and oversight of financial, procurement, and contract interpretation,

execution and compliance for the $20M annual contract with over 100 employees in 14 nationwide locations involving 12

contract Line Items on a startup contract transitioned from a government workload. Developed and monitored metrics for

contract performance, workload/personnel ratio, and contract minimum/maximums by contract line item. Developed and

implemented processes, documentation and procedures for large volume procurement activities in compliance with FAR,

CAS and company policies and accomplished by 10 customer service representatives. Audited and monitored costs,

customer invoices and payroll for an average of 3000 monthly work orders. Negotiated with customer on contract

interpretation, funding and AR issues. Negotiated with customer to improve payment schedule, successful in receiving 30-

day payments on Fixed Price portions of invoices. Collaborated with IT staff to improve in-house developed warehouse,

transportation management system and incorporated cost accounting structure, detailed invoicing, accounts payable

reconciliation, month end accruals, vendor database and data collection and automated reports. Prepared pricing and

proposals for additional work using various pricing methodologies, i.e., Fixed Price, Time and Materials, Cost Plus Fixed Fee.

February 2007-July 2007 EG&G/IRS-REFMLS Contract

Financial/Procurement Specialist

Provided financial analysis and procurement support to Internal Revenue Service Real Estate Facility

Management Logistic Services contract. Prepared financial reports, revenue, cost and profit projections, compare proposed

budget to actual costs, developed cost accounting structure, payroll instructions and accounting procedures in compliance

with company policies, contract requirements, FAR and CAS. Solicited pricing from vendors, performed total cost

comparisons and negotiated for supplies and services in support of 14 nationwide locations. Recommended cost saving

alternatives to management that resulted in reduced performance risk and saved $300K annually. Developed pricing

proposals for additional and IDIQ work in multiple pricing structures, Fixed Price, Time and Materials, Cost Plus Fixed Fee.

September 2005-February 2007

Consultant (The DiLuzio Group, LLC)

Performed cost accounting, develop financial reports, forecasts, and proposal pricing including overhead/indirect

budgets. Developed complete financial and accounting policies and procedures for internal controls for new Veteran Owned

Small Business. Built bottoms up pricing volume for estimated $300M five (5) year Time and Materials contract. Developed

employee benefits, devised fringe, overhead and G&A pools. Researched salary ranges for over 65 types of employees

from Clerks to System Managers. Developed Time and Material pricing for each with rate increases over 5-year contract

performance period. Proposal and pricing survived two elimination rounds and ranked third in field of over ten competitors.

Reconcile multi year contract costs for final billing.

April-August 2005 Karta Technologies, Inc. 5555 Northwest Parkway, San Antonio, TX 78249

Financial Analyst

Prepared monthly financial reports for top-level management including profit and/or loss statements, budget to

actual variance, and indirect (fringe, overhead, etc) pool variance. Assisted two divisions in analyzing financial data,

verifying costs, developing budgets and identifying/resolving problem areas.

July 2003- April 2005 EG&G Technical Services, 9400 Amberglen Blvd, Austin, TX 78729

Program Control Analyst

Developed and prepared financial reports for Aerospace Technical Services Division of EG&G compiling financial

data, plan vs. actual for monthly, quarterly and annual performance for four (4) business units with oversight of more than 40

contracts. Created tool for tracking variance analyses and narratives for program managers. Developed fringe and

overhead pools for seven programs. Assisted and advised program managers and financial managers with accounting

issues, expense procedures and report interpretation. Assisted with new business establishment/contract setup and startup,

including developing financial reports, training new financial managers including introduction/training to the accounting

system. Performed contract close out activities including finalizing expenses and final collections. Ensured accurate cost

accounting and allocations in compliance with Federal Acquisition Regulations (FAR) Cost Accounting Standards (CAS).

July 2001 – July 2003 EG&G Management Services of San Antonio, 143 Billy Mitchell Blvd, Ste 6, San

Antonio, TX 78226

Financial Manager

Developed monthly, quarterly and annual sales, cost and EBITDA plans and forecasts including overhead and

other indirect pools. Developed and prepared profit and loss statements for over ten business units. Identified, and devised

leading performance metrics for actual vs. plan indicators. Supervised accounting and budget departments. Interpreted and

implemented contract terms for compliance, billing and due diligence. Interpreted and implemented compliance with Federal,

State of Texas and City of San Antonio policy and procedures for funding requirements of source, Greater Kelly

Development Authority (Port of San Antonio). Prepare monthly forecast, operating profit, cash collection status; supervise

billing and, journal entries for monthly and annual closing. Interfaced with multiple internal and customer departments to

develop financial requirements, coordinate contract implementation and compliance, and monitor impact on financial plans.

Identified and implemented process improvements in accounts receivables, accounts payable, and invoicing. Prepared

pricing proposals and participated as member of proposal team. Collected $1.3 M over 90 day aged receivables with an

exposure of $2.0 M. Managed, researched, and analyzed the resolution of $1.1 M of unbilled costs and identified and

implemented software checks and balances in invoicing process.

Mar 1999 – July 2001 EG&G Management Services of San Antonio, 143 Billy Mitchell Blvd, Ste 6, San Antonio,

TX 78226

Financial/Budget Analyst

Managed budget development, reporting and forecasting for over 20 programs for the customer, the Greater Kelly

Development Authority (Port of San Antonio). Improved cost accounting structure and cost verification system. Devised

forecast tools incorporating commitment schedules and databases for tracking purchase orders and other contract vehicles.

Interfaced with internal and external program managers to identify and fulfill reporting and management information

requirements. Coordinated with contract administrators for cost accounting quality assurance. Developed various

cost/pricing proposals for new business propositions.

1991 – 1998 Air Force Medical Operations Agency, Family Advocacy Program, Brooks Air Force Base, TX

Senior Budget Analyst

Developed, justified, and administered a $30M annual budget for 85 Air Force bases worldwide including diverse

staffing requirements based on historical caseload and population statistics. Developed and implemented staffing scenario

which covert 50% of civil service positions to contract staff using caseload and demographic data. Managed funding, staffing

levels, and payments for $16 M in personnel services contracts. Initiated, implemented and managed bulk purchase and

drop shipments for 85 bases achieving cost and delivery efficiencies. Decentralized funding, payroll and disbursements to

85 worldwide locations resulting in faster and more accurate payroll to employees and increased accounting accuracy and

timeliness.

1985 – 1991 U.S. Army Troop Support Agency, Midwest Commissary Region, Ft. Sam Houston Army Base, TX

Budget Analyst

Developed, forecasted and monitored annual budget of $13M for 15 Army commissaries throughout the midwestern

states and Panama. Budgeted supplies, equipment, utilities and construction projects and coordinated with Commissary

Officers and Accounting personnel on cost recording and budget status. Developed cost and utilization models to

continuously increase efficiencies and reduce costs. Improved internal processes for issuing funding documents.

Education

2000 - Master of Business Administration, Southwest Texas State University, San Marcos, TX

1992 - Bachelor of Science in Occupational Science, W ayland Baptist University, San Antonio, TX

1976 - Providence High School, San Antonio, TX

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