Customer Service Manager
Resume:
James Young
Email: *********@********.***
Address: **** ******* ******
City: Salt Lake City
State: UT
Zip: 84116
Country: USA
Phone: 801-***-****
Skill Level: Management
Salary Range: $55,000
Primary Skills/Experience:
Contract Administration Purchasing Management Subcontract Management Customer Support Manager
Educational Background:
Associate Degree, Business Management
Provo College, 06/1998 - 06/1999
Provo, UT
Job History / Details:
JAMES C. YOUNG
Salt Lake City, UT 84116
*********@********.***
SENIOR CONTRACT ADMINISTRATOR / BUYER
Innovative leader with expertise in Contract Administration,
Purchasing, Logistics, Customer Support Services, Material
Requirements Planning, and Project Management in service, sales
and manufacturing environments. Working knowledge of government
laws and regulations including the Federal Acquisition Regulation
(FAR) and Defense Federal Acquisition Regulation Supplement
(DFARS). Proactively appraised internal procedures relative to
contracts, subcontracting, accounting, logistics, purchasing,
project management, and sales to ensure compliance with laws,
regulations, and contract requirements. Implemented numerous
process and cost saving improvements. Versatile, analytical, and
resourceful.
* Contract Negotiation
* Contract Administration
* Price/Cost Analysis
* Subcontract Management
* Project/Program Management
* Purchasing Management
* Logistics/Inventory Management
* GSA Contract Administration
* Customer Service/Support
PROFESSIONAL EXPERIENCE
Diebold, Salt Lake City, UT
2005 - Present
Senior Contract Administrator
(2010 - Present)
Reviewed federal and commercial contracts, Non-Disclosure
Agreements, Teaming Agreements, Requests for Proposals, and other
formal documents to identify unacceptable risks and liability and
negotiated terms as necessary. Assessed internal processes to
assure adherence to contract terms. Managed GSA Schedule 84 and
provided instruction and training on GSA regulations, while
confirming compliance with those regulations. Supervised the
Service Dispatch Center and worked to resolve customer service
issues and complaints.
* Established and maintained a Subcontractor qualifications
database that improved vendor sourcing for better compliance with
individual contract requirements.
* Spearheaded the development of a proposal pricing system which
provided greater visibility of costs and profit margins and
significantly improved GSA compliance.
* For a six-month period, assumed the role of Logistics Manager,
Buyer of IT equipment and Buyer of electronic security components
while concurrently performing the Senior Contract Administrator
role.
Contract Administrator/Logistics Support Specialist
(2007 - 2010)
Contract Administrator duties as above, while providing backup
support and assistance to the Logistics Department.
* Initiated a process that tracked and documented all project
change orders and costs, improving project manager accountability
for profit preservation and reduced project cost creep by 50%.
* Improved the response time on contract reviews by up to 60%.
* Improved the process for tracking GSA and open market sales,
resulting in greater accuracy and eliminating thousands of dollars
in GSA Industrial Funding Fee overpayments.
* Assisted the Logistics Manager in monitoring the equipment and
parts inventory, returns and credits, and performing inventory
reconciliations; increased inventory accuracy by up to 70% and
credits collected by several thousand dollars.
Senior Buyer
(2005 - 2007)
Planned and purchased parts, equipment and labor services for the
Electronic Security business group, supporting Federal, State and
local government agencies. Maintained GSA purchasing history and
records.
* Hired to fill a newly created position to support the Electronic
Security group.
* Developed purchasing processes which met the delivery
requirements of the field.
* Established a warehousing process for the staging of project
materials which ensured the on-time delivery in meeting scheduled
completion dates while eliminating delays and penalties.
* Created reporting and tracking procedures for purchases
associated with GSA Schedule sales.
Future Tech Incorporated / Homeland Security Systems, Draper, UT
2003 - 2005
Logistics Specialist
Managed sales, service, inventory and warehouse operations.
Scheduled service and installation work, including technician
duties. Maintained equipment warranty schedules. Managed
inventory and transaction history.
* Established and implemented inventory control processes, where
none previously existed, which aided in the tracking of inventory
movement and usage, and provided substantial improvement in
inventory accuracy.
* Developed material and labor costs standards which improved the
accuracy of cost reporting and improved profitability.
* Performed final cost analysis for each project at completion.
* Worked as an outside sales rep for residential and commercial
security sales.
Neways, International, Salem, UT
1998 - 2003
Obsolete Materials Planner
(2002 - 2003)
Evaluated obsolete and discontinued materials and products to find
alternative uses. Communicated with marketing, planning, and
production to limit inventory losses.
* Saved in excess of $150K by finding alternative uses for
products and materials.
Personal Assistant to the CEO
(2000 - 2002)
Planned, scheduled, and assisted in business and personal matters.
Supervised the office staff to assure completion of projects and
deadlines. Performed confidential research and special projects.
Main point of contract between the CEO and managers, department
heads, distributors and other employees.
Security Director
(1998 - 2002)
Oversaw a security staff of six guards. Worked with management to
establish duties and develop procedures for the expanding role of
security within the company. Performed incident investigation and
reporting.
* Promoted to the Director of Security after three months.
* Designed and supervised the installation of an electronic
security system worth $500K+.
* Established goals and duties while expanding the focus of the
security operation.
* Instrumental in building management and employee confidence in
the security function and staff.
Paragon Companies, American Fork, UT
1996 - 1997
Office Manager
Managed a small support team in providing customer support
services.
Boart Longyear, Salt Lake City, UT
1991 - 1996
Purchasing Agent
Performed product sourcing and vendor selection, and procured
materials for production and stock replenishment. Conducted
vendor research, selection and negotiations. Managed the domestic
and international relocation of corporate employees. Oversaw the
maintenance of the building and grounds.
* Established consignment stocking programs that reduced inventory
cost while assuring material availability and production
flexibility.
* Reduced janitorial expense by 40% and uniform costs by 30%.
* Negotiated rates for the relocation of employees with an
estimated annual saving of more than 20%.
EDUCATION
A.S., Business Management program, Provo College, Provo, UT,
1998 - 2000
GPA: 3.95 / Dean`s List
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