Manager Customer Service

SHANNON THOMPSON

**** ***** ***** ***** • Houston, Texas 77085 • Cell: 240-***-****

Email: ***********@*****.***

SUMMARY of QUALIFICATIONS

Accomplished contract management professional with demonstrated success in federal government acquisitions;

commercial; and federal, state, and local government contracts. Skilled in effective leadership with focus on

total organizational coordination to manage resources, provide innovative concepts and ideas, supervise teams,

and oversee staff. Record of achievement involving problem solving, developing client relationships, and

contracts, finance, and program management. Maintain excellent communication with astute problem resolution

abilities. Areas of expertise include:

• Effective Negotiations • Contracts Management • Acquisitions

• Risk Management • Process Improvement • Vendor Management

• Financial Analysis • Relationship Management • Customer Service

PROFESSIONAL EXPERIENCE

Logistics Management Institute, McLean, VA 2010 – 2013

Contracts Manager

Assigned to a number of Government and commercial clients to provide contract management support in all

areas starting with opportunity identification, proposal support and post award administration and close-out.

Responsibilities included proposal pricing, negotiation, OCI identification and mitigation strategy, and problem

solving.

Booz Allen Hamilton, Inc., McLean, VA 2009 – 2010

Senior Associate

Assigned to US Government Civil agencies business area to provide contract management support in all areas

from opportunity identification, proposal support and post award administration. Responsibilities included

management and mentoring of group of CM professionals.

Kaseman LLC, Arlington, VA 2007 – 2009

Acquisitions Manager

Assigned to TSA Office of Acquisition to provide acquisition support to Contracting Officers on a number of

complex and simple procurements through pre-award phase, post award administration, and contract close-out.

Supervise, train, and mentor staff of 7 employees.

Increased support expertise to clients by developing a comprehensive customer program that involved

training, process improvement, and quality review.

Promoted from Contract Specialist to Acquisitions Team Lead.

SHANNON THOMPSON Page 2 of 3

PROFESSIONAL EXPERIENCE (Continued)

Accenture, Austin, TX 2005 – 2007

Contract Manager (2006 – 2007)

Contract Manager, YRCI, New York, NY (2005 – 2006)

Assigned to Texas Health & Human Services Commission $800 million outsourcing project. Performed contract

interpretation, subcontract management (services and staffing), negotiation and deliverable management, risk

mitigation, real estate lease and facilities management, contract changes, intellectual property review, software

license review and negotiations, and staff mentoring. Contracted to provide risk management, purchasing,

development, and negotiation of complex vendor agreements in support of an outsourcing start-up global

financial services offering.

Proposal support, negotiations, deliverables management, risk review, contract interpretations, and

vendor support.

Recruited under contract and hired permanently within first year of hire.

American Express Financial Advisors, Princeton, NJ 2003 – 2005

Financial Advisor

Assessed client needs, established rapport, and utilized effective communication and negotiation skills to close

sales on financial products and services. Provided comprehensive personal financial planning, included asset

management, protection, retirement planning, education, and estate planning to a large base of diverse clients.

Created a consistent referral business by building trust with both potential and existing clients.

Met goals and quotas while providing the highest level of customer service.

Sun Microsystems, Inc., Milpitas, CA / McLean, VA 1992 – 2002

Program Manager (1998 – 2002)

Developed, managed, and provided training for new product service introduction in support of $1 billion global

hardware and software sales. Managed on-schedule delivery of Oracle Financials, including implementation of

invoicing and collection involving change management, technical delivery, and user process changes/training

and data validation.

Enabled improvements in service call resolutions by working with internal and external teams to

develop and manage worldwide joint customer problem resolution programs with computer industry

partners including IBM, SAP, and EMC.

Developed and participated in the implementation of service alliance partnering strategy which

supported $2 billion computer sales and services.

SHANNON THOMPSON Page 3 of 3

PROFESSIONAL EXPERIENCE (Continued)

Contract Manager (1992 – 1998)

Oversaw full range of Contracts Department activities for $1 billion state, local, and federal sales sector.

Provided technology to a large client base, including commercial and government customers. Conducted

RFP/RFQ analysis, proposal preparation, risk mitigation planning, teaming agreement, non-disclosure reviews,

and contract negotiations, included all types (T&M, FFP, FFP/LOE, IDIQ Contracts, Purchasing Agreements,

BOA, Channel Agreements, and GSA Schedule).

Acquired extensive knowledge of government and commercial terms in support of complex procurements and

ongoing contract management and sales support.

Unisys Corporation, Hanover, MD 1987 – 1992

Manager, Contracts

Managed contracts management group of 7 in support of domestic and international government sales of

computer products, systems, and engineering services. Analyzed, negotiated, and drafted contract modifications

due to scope changes and technology insertion. Provided advisory assistance to project managers and senior

management. Researched contract issues, disputes, terms, and conditions.

Effectively administered $500 million IDIQ/T&M contracts with DOD Agency.

Turned around a major $200 million DOD program to profitability status through troubleshooting.

Formulated suggestions and recommendations to technical specifications/statements of work.

Received numerous awards including President’s Award for outstanding performance.

EDUCATION

B.A. in Business Administration – University of Texas, El Paso

Executive Leadership Program Graduate – Johns Hopkins University

CACM Certification – National Contract Management Association (NCMA)

CPCM Candidate – National Contract Management Association (NCMA)

AFFILIATIONS

National Contract Management Association (NCMA)

International Association for Contract & Commercial Management (IACCM)

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