Sign in

Customer Service Management

Columbia, South Carolina, United States
August 31, 2017

Contact this candidate

Robyn A. Watkins

Columbia, SC 803-***-****

Objective: IT professional with 14+ years of experience in Business Analytics, Project Management, Contract Administration and Negotiations in both large and small companies. Aiming to use my proven technical, management, and negotiation skills to effectively fill a professional position. Possesses a B.S. in I/S Business Management.


BlueCross and BlueShield of S.C. – (BCBSSC)

I-20 @ Alpine Road

Columbia, SC 29219


May 2011 - January 2016 as FTE

Contract Oversight Administrator

I/S Vendor & Contract Management

In the above position initially as contracted employee through

Collabera, Inc

25 Airport Road

Morristown, NJ 07960


June 2008 – May 2011 (Converted to FTE)

Senior Project Assistant

I/S Vendor & Contract Management


IT Business Analyst & Project Management

Business analysis skills in a complex technology environment

Experience and working knowledge of accounting related systems

Working knowledge and experience in the areas of business process review, business process improvement and re-engineering concepts and practices

Possess Critical thinking, decision-making and problem solving skills

Experienced in defining and documenting system requirements for issues or new processes as prioritized by the business

Proven in the ability to develop, track and translate business requirements into written technical and functional specifications

Experience in business requirement or project change management

Serves as liaison for business units and technology teams to ensureso lutions meet customer needs

Provide consistent, frequent communication and support to business from initial requirements to final implementation

Research, analyze, and summarize requirements to make recommendations on behalf of business units

Research potential technical issues for new technolgoy

Develop use cases and “lessons learned” to ensure high quality of product

Facilitate user acceptance

Coordinate sign-offs, verifying with business that agreements portray specific business needs

Scheduling and coordinating project resources

Preforms pricing, cost and budget analysis

Heavily customer service oriented postition

Performed as project liaison between internal client and other contract pertinent business areas including legal department, IT Subject Matter Experts, Executive Management Stakeholders, Procurement department and IT Vendors

Provided business analytics and reports as applicable

Large company housing IT Area greater than 500 People

Working knowledge of technical products as needed across enterprise

IT Contract Negotiation and Administration:

Knowledgeable of regulations associated with contracting including:






S.C. Rules of Civil Procedure

Federal Rules of Civil Procedure

Proven skilled with a high success rate in a myriad of tactical/strategic negotiation techniques including:

Market Competition

Strategic Partner Sourcing and Vendor Relations

Leverage Utilization

Contractual Language

Assertive Negotiations

Proven capable of negotiating for best-in-value, best-in-price and best-in-product

IT Vendor relationship management, including vetting new vendors, for the acquisition of IT Software, Hardware and Services

Applicable knowledge of IT infrastructure including Distributed Systems and Mainframe

Reviewed business terms in technology agreements then worked with IT Vendors to negotiate the removal of unfavorable designations and introduce favorable clauses

Track IT agreements through their life cycle in Access database and facilitate renewal or termination process as situations dictated

Project leader for the purchase and renewal of Volume Licensing and Enterprise License Agreements with 100+ IT Vendors including:


CA Inc.




Revised agreements to include terms and clauses that organizationally promoted:

Operational Integrity

Fiscal Value in Procurement

Government Compliance

HIPPA Compliance

IT Procurement:

Drafted Purchase Orders in co-ordination with awarded IT Contracts; delivered executed contracts and Purchase Orders to Vendors


Key role in mentoring new team-members

As founding team-member drafted Process and Procedure for contracts area

Evaluate the effectiveness and efficiency of processes and, as necessary, make recommendations to improve

Service Monitoring for process improvement

Evaluate and provide training as needed

Internal Marketing of business area using strategic business strategies to align solution provisions to client needs

IT Asset Management:

Trained thoroughly on identifying specifid types of software license grants

Utilized mastered knowledge of license grants to aide in organizational storage and tracking of assets

Assist to ensure contractual compliance under vendor audits

Served as founding team-member of ITAM team

Coordinate with business on user testing and validate that requirements are operating as expected

Conducted analytics based on installed software forensics

Performed research as needed

Other Skills:

Planning and organizing

Ability to drive results

Excellent Personal Communication skills

Facilitate communication verbally, in writing and through presentations


Ad Hoc Research


Microsoft Office 2010 - 2016





Microsoft Visio

Microsoft SharePoint

Adobe Acrobat Professional

Wm. Gary White, III - Columbia, SC

June 2005 - August 2007

Federal Procedure and Negotiations -Contract Administrator/Litigation Paralegal

Drafted and reviewed agreements for U.S. Federal Courts

Negotiated Settlements

Contract Administration

Researched laws, investigated facts and prepared documents to assist lawyers

Prepared legal briefs;

Developed strategies, arguments and testimony in preparation for litigation

Senior Paralegal

Responible for vetting IT Vendors in the aquisition software and hardware

Managed in-house IT infrastructure to remain competitive

Customer service oriented position

Law Offices of Lourie A. Salley III - Lexington, SC

October 2002 - February 2005

Litigation Paralegal

Gathered evidence and drafted Rule 5 discovery motions and responses in divorce, civil, criminal and other cases. Conducted research, in order to formulate defenses

Drafted, designed and produced complaints and various other legal documents.

Prepared briefs, pleadings, Federal and State appeals, wills and contracts.

Negotiated Settlements

Contract Management

Customer service oriented position


Bellevue University

Bachelors in Science: Management Information Systems – 2017

Graduated Magna Cum Laude

Midlands Technical College

Associates in Science: Paralegal – 2004

Graduated Magna Cum Laude

Other Credentials:

Government Security Clearance

Trained for NCMA Certifications

Currently training fo PMP

Contact this candidate