Post Job Free
Sign in

Customer Service Manager

Location:
Raleigh, NC, 27610
Posted:
June 11, 2013

Contact this candidate

Resume:

Lana Hayes

*********@*******.***

Ellicott City, Maryland 443-

***-**** * 443-***-****

Proposal Manager with over 20 years of experience with excellent client and

project management skills. An action-oriented individual with the strong

ability to communicate effectively with technology, executive and business

audiences as well as a proven capability to deliver mission-critical

results. A committed and motivated person with exceptional decision-making

skills, a strong work ethic, a professional demeanor and great initiative.

* Management * Proposal Development * Administration*

Accomplishments

> Achieved revenue objective by implementing cost-cutting measures,

saving $10-$75 thousand yearly.

> Created new virtual proposal library with boilerplate verbiage,

templates and white papers.

> Launched well-received program of professional development courses for

all staff.

> Mentored and coached employees resulting in a 19% increase in

productivity.

> Performed competitive analysis to make recommendations for future

company growth.

Professional Experience

Accuvant, LLC April 2012 to May

2013

Proposal & Pricing Manager

> Work closely with Account Managers and Solutions Engineers to develop

proposals, pricing, Statements of Work (SOW) and RFP responses for

Managed Solutions organization.

> Management of the proposal process including; win themes, proposal

compliance, writing assignments for both RFP Response and Statement of

Work (SOW) creation, contract pricing, and overall proposal quality

assurance. Lead review team.

> Contributing to meeting regional gross margin and services goals

through strategic programmatic capture.

> Ensure proposal compliance and assist with capture and cost

strategies.

> Establish and maintain files (electronic and hardcopy) by setting up

directories on the Virtual Proposal Center (VPC); and review stored

files for organization and applicability.

> Researched and created section documents in addition to providing

necessary edits.

> Developed white paper and marketing material for capture management.

Proposal Manager/Coordinator October 2010 - October 2011

L-3 Communications, Annapolis Junction, MD

> Responsible for mechanics and logistics of assigned RFPs, RFIs, RFQs,

and other documents for proposals with cost values in excess of $50

million.

> Served as proposal manager on federal government RFP's, RFIs, and RFQs

working directly with 10-75 line unit personnel consisting of writers,

editors, illustrators, subcontractors, partners and consultants.

> Accountable for creative design for prominent high profile proposal

submissions.

> Effectively controlled the release of proprietary and confidential

information as needed.

> Developed and maintained proposal schedule, plans, outlines,

assignments, baselines, themes and storyboards.

> Assembled teams and teaming arrangements for subcontractors, joint

ventures and limited liability corporations.

> Responsible for kick-off/color team reviews and presentations.

Conducted lessons learned meetings.

> Establish and maintain files (electronic and hardcopy) by setting up

directories on the Virtual Proposal Center (VPC); and review stored

files for organization and applicability.

> Researched and created section documents in addition to providing

necessary edits.

> Developed white paper and marketing material for capture management.

> Prepared purchase orders, handled customer service issues, billing and

A/R.

> Created boilerplate content for multiple proposal usage.

> Served as the liaison in the creation of style guides, covers, spines,

and graphics.

> Served as point of contact for subcontractors, consultants, engineers

and writers.

Lana Hayes - Resume

Page 2 of 2

Deputy Proposal Manager August 2008 - August

2010

Motorola, Inc., Columbia, MD (2 year contractor)

> Researched, wrote and edited proposal documentation.

> Established electronic file structure with access and tracking

protocols to ensure integrity.

> Directed the creation and review process of proposals between $1

million and $350 million.

> Implemented production processes that saved $50,000 annually.

> Developed marketing presentations and white papers documents.

> Color team review lead and coordination. Chaired lessons learned

meetings.

> Conducted daily team tag up calls and follow up.

> Printed, assembled and distributed between 10-15 one hundred plus

page proposals monthly.

> Created schedule, matrices and resources involved in production and

delivery of a response.

> Completed bid bonds and insurance certifications.

> Database administration and permissions.

Proposal & Contract Administrator - July 2002 to August 2008

Chesapeake Virtual Solutions, Columbia, MD

> Prepared proposals for government and commercials sectors, service

agreements and packages for business development.

> Complied with federal, state and company policies, procedures and

regulations with appropriate certified documents.

> Documented performances of contractors and issued responses to

purchasing department requests.

> Assigned tasks to associates, staffed projects, tracked progress and

updated managers, partners and clients as necessary.

> Oversaw daily office operations for staff of 22 employees.

> Trained, coached and mentored staff to ensure smooth adoption of new

programs.

> Prepared purchase orders, handled customer service issues, billing and

A/R.

> Performed initial client assessment and analysis to begin research

process.

> Ensure timely creation and submission of 5-8 proposals monthly with

scope between 100 thousand and $3 million monthly.

> Participated in developing the solicitation and writing the draft

documents.

Education

> Microsoft Office & Project Certification, 2012 Howard County

Community College

> Computer Literacy Certification, 1996 Community College

of Baltimore

> Business Management Certification, 1992 State of Maryland

> Proposal Management & Writing Certifications, 2011 Shipley

Process Seminar

Skills

> Microsoft Office (Excel, Word, Powerpoint, Project, Visio, Access and

Publisher)

> Compass

> Adobe Acrobat Pro/Adobe Illustrator

> NetSuite

> Insite

> Salesforce

> Virtual Proposal Centers

> CRM Tool

> Sharepoint

> Professional Affiliations

> American Management Association, 2008

> National Association of Professional Women, 2010



Contact this candidate