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Customer Relationship Manager

Germantown, MD, 20875
March 14, 2018

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Skilled and versatile manager, driven, motivated and a self-starter. Analytical and adept in customer relationship and project management. Seeking to apply management talents to drive long-term company growth and success.


Customer Relationship Manager/Desktop Support

Xerox Germantown, MD 2016 – Current

Building and maintaining relationships with clients and key personnel within customer companies

Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals

Documents, maintains, upgrades or replaces hardware and software systems

Supports and maintains user account information including rights, security and systems groups

Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed

Determines and recommends which products or services best fit the customers' needs

Liaison with internal departments to ensure client needs are fulfilled effectively

Director of Operations 2009 – 2016

COR Gaithersburg, MD

On the leadership team of a non-profit organization, with five campuses, one-hundred fifty employees, over twenty-five thousand constituents and twenty-six hundred volunteers

Direct, coordinate and evaluate the activities of personnel, including support staff and volunteers, engaged in administering departments of other organizations

Establish operational policies and procedures and make any necessary modifications, based on analysis of operations, demographics, and other research information

Plan, administer, and control budgets, maintain financial records, and produce financial and other reports

Managing and directing internal and external communications

Supervise public relations staff, create communication strategies, and serve as a spokesperson and media contact

Business Development Manager 2007 – 2009

Sodexo Gaithersburg, MD

Elicited requirements using interviews, document analysis, requirements workshops, surveys, business process descriptions, scenarios, business analysis, task and workflow analysis

Critically evaluated information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low level information to a general understanding, and distinguish user requests from the underlying true needs

Worked independently with users to define concepts as well as under direction of executive team members

Managed data for reporting of the Government, Canada and Mexico divisions of Sodexo

Instrumental in streamlining and improving processes, enhancing productivity, and implementing learning and development solutions

Assisted in the development and implementation of marketing campaigns for multiple channels, including email, print and social campaigns

Proposal Manager/Project Manager 2001 – 2007

IBM Bethesda, MD

Engaged in complex, multi-brand opportunities in support of OO or Bid Manager

Overall Proposal Plan and Proposal Project Manager for opportunity

Leadership for collaboration and integration of RFP response process as a sub process of the overall deal project in conjunction with OO or Bid Manager

Created and modify graphs for proposals using PowerPoint and other Microsoft Office products

Provided analysis and advisory services / prepare reports that include an analysis of findings and recommendations

Provided operational leadership for proposal deliverable development to support team to meet client and third party consultant deadlines and approvals


Strayer University 2002-2006

Bachelor of Business Administration and Management, minor in Computer Networking

Montgomery College 1999

A Plus Certification Program

U.S. Navy 1992-1996

Completed Military training and education


Personnel leadership training, Accounting and Personnel Management, Personnel Administration, Customer Help Desk Training, Principle Administrative Assistant Training, Microsoft Office Suite (Outlook, Excel, Power Point, Access and Word), Mac Office (Outlook, Word, Excel, PowerPoint, and OneNote), Dropbox, Google Docs, iCloud

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