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Customer Service Manager

Wendell, NC
October 24, 2018

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Cynthia L Lindsey

Wendell, NC *****


Global Contract Specialist

International and Domestic Customer Support Legal Corporate Policies Contracts

Confident, contracts specialist who consistently drives successful results. Extensive responsibility for performing assignments in support of global, local and centralized procurement activity. Demonstrated capability collaborating across business functions, ensuring compliance.

•Strong ability to adapt to constant changing market standards while delivering and maintaining excellent client relationships.

•Proven ability to independently analyze and negotiate effectively while proactively applying innovative and creative solutions to problems.

Core Competencies:

Advertising Documentation Transactions Vendor and Client Support

Professional Experience

AOL INC. (Oath), Dulles, VA 2003 – 2018

Senior Contract Analyst, 2006-2018

Manager of the New York region.

Review approximately 300 advertising contracts per month for compliance and accuracy before executing on behalf of AOL. Extensive and detailed review of both domestic and international contracts valuing $5+ million. Exhibits exceptional ability to work with individuals and teams. Routinely interface with customers and clients on the most complex issues and serve as a resource and point of contact for clients on contract issues and in many cases, process pipelines of specific transactions or specialized practice areas. Demonstrate high level of autonomy and understanding of legal language, corporate policies and business unit rules.

Designed Deal Management Team Reference Guide to assist team members with processes guidelines and key legal terms ensuring compliance with corporate policies, business requirements and contract processing.

Managed 10-12 account managers to ensure overall contract compliance in the proper planning and submitting of contracts.

Supported internal teams with complicated contract related issues for top tier client contracts valuing $5+ million.

Edit and incorporate additional language to terms and conditions to include all areas of a vendor RFPs.

Assisted in creating and conducting presentations to New York sales team regional meetings.

Individually assisted with senior council to resolve any conflict or concerns regarding execution of master agreements with many advertising clients, specifically America Express, Citibank, Verizon and Proctor and Gamble.

Managed monthly training of new sales personnel to understand compliance, policies and standards.

Led monthly meetings with New York sales managers to review accuracy metrics of NY contracts.

Directed and constantly reviewed HP Deal Management team in India.

Focused on delivering and maintaining excellent customer relationships resulting in contracts meeting all legal and regulatory compliance requirements.

Directly responsible for the quality control and sign off any deals over $1million executed by the Deal Management team.

Support and process contracts worldwide, including Canada, UK and Dublin.

Senior Quality Assurance Analyst, Advertising Credit Department, 2003-2006

Direct accountability for completing credit checks within 24 hours for key clients deals submitted via various systems (MapQuest, Time Inc.)

Adopted a consistent approach to ensure D&B reports, obtaining credit references and processing credit card payments were done accurately and within the designated times allocated.

Coordinated and checked for past due invoices and bad debt on all deals submitted.

Maintained the deals awaiting prepayment tracker and managed the weekly aging reports for advertisers and agencies.

M.C.Dean Inc., Chantilly, VA 1998 - 2003

Payroll Administrator, 2000-2003

Processed service payroll, pay increases and garnishments.

Accounts Payable Specialist 1998-2000

Provided project manager approval on all invoices, verifying receipt of materials and processing 200 checks monthly.

Earlier Career

Bank of America (NationsBank), Fairfax, VA

LaFayette Services Inc., Fayetteville, NC

BB&T, Fayetteville, NC


Bachelor of Science, Criminal Justice

Fayetteville State University, Fayetteville, NC

Awards & Professional Development

AOL Positive Attitude Award (2016, 2012 & 2009); Customer Service Award (2005 & 2006); Blue Monster Nominee (2013); Cultural Ambassador (2013 – 2016); Implemented Deal Management Team monthly newsletter (2012 – 2016)

Proficient in Microsoft Office and Adobe Professional, US, Interwoven, Media Planning Systems and SAP billing system.

Sarbanes Oxley training and documentation of business practices; Advertising 101; Lifecycle of a Contract; Project Management; Integration training; Cultural Ambassador training; Interviewing at AOL; Standards of Business Conduct Training, AOL; Community volunteer projects

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