Manager Customer Service

**************@*****.*** 405-***-****

Nina C. Lay

Accomplishments

Two years proposal development for large commercial and government opportunities, both

•

foreign and domestic

A company leader for over twelve years in the application of total quality management,

•

providing expert knowledge of ISO 9001:2008 Quality Management Systems requirements

Seven years of experience preparing cost-estimates and pricing proposals

•

Successfully created and implemented a Corporate Training Plan, including a Gap Analysis

•

Matrix by job category and functional task, development of training goals based on gap

analysis, and creation of training resources and materials

Wrote corporate training material for instructor-led formal training courses in addition to

•

providing hundreds of informal training sessions to editors, technical illustrators, quality

auditors and root cause and corrective action teams

Two years supervision of 20 - 30 employees performing operational activities in support of

•

multiple contracts, a wide range of labor categories, and average production of 300 jobs

per month totaling over 60,000 units per month

Implemented new time-keeping method to support Program Management objectives to

•

improve financial planning, budgeting, cost tracking and resource planning at the task level

Professional Experience

Proposal Manager – Commuter Air Technology, Inc., Oklahoma City, OK June 2012 – Present

• Manage all aspects of proposal development; including, but not limited to government and

commercial RFP’s; RFQ’s; ROM’s; submit and track RFQ’s to vendors; design and develop

Past Performance, Technical and Price Volume Proposals, Response to ENs, and manage

Print Production

• Attend Industry Days, schedule and host IPT’s, assign technical writing pieces to Project

Managers, SME’s and Engineers, including teaming partners/subcontractors

• Set the example for cross-team collaborative environment

• Led the companywide implementation of an icloud collaborative tool, Huddle

• Supervise Marketing Assistant and Proposal Writers

Program Analyst – HEBCO, INC., Oklahoma City, OK September 2011 – June 2012

Preparation of cost proposals for numerous Government and commercial contracts

•

Liaison with Program Managers to ensure contract compliance, cost-effective execution

•

and conflict resolution

Aggressively manage, track and provide reporting for over 100 contract line items whose

•

total effort exceeds $1 million per year

Led new project kick-off meetings

•

Worked directly with customers and contracting officers to provide project, schedule and

•

funding milestones

Initiation, implementation and closure of all corrective action in compliance with ISO

•

9001:2008

Led process improvement teams

•

Production Manager – HEBCO, INC., Oklahoma City, OK January 2009 – September 2011

Supervised between 15 and 30 employees in the production of technical manuals in

•

support of multiple, ongoing DoD and commercial contracts

**************@*****.*** 405-***-****

Created a six part “TO Fundamentals” training course, and conducted the training to all

•

employees involved in the Technical Order sustainment process

Collaborated with Program Managers to coordinate and manage resources to minimize

•

impacts of overlapping delivery schedules on multiple large-scale projects

Analyzed standard production rates by project and functional task to support development

•

of Rough Order of Magnitude and other quotes/proposals

Participated on team projects including development of forecasting tools and a new

•

electronic system for reporting on-time rates and other measurable goals

Corporate Quality Coordinator – HEBCO, INC., Oklahoma City, OK 2007 – January 2009

Responsible for the company quality management program, including compliance to ISO

•

9001:2008 standards and ensuring continued certification by preparing for and supporting

quality audits conducted by outside registrars

Planned, coordinated, approved and tracked all internal audit activities

•

Created document control processes and supported implementation throughout the

•

organization

Responsible for bi-annual management review of quality system, including planning of an

•

ISO compliant agenda and graphical presentation of all measurable objectives to executive

management

Operations Manager – COMTEC SECURITY, Choctaw, OK 2006 - 2007

Oversight of customer service, data entry and marketing

•

Proposal support

•

Coordinated with sales and installation manager to enhance communication and linkages

•

between office staff and service department

Performed audits of initial quotes compared to final invoices to identify opportunities for

•

improvement

Ran quarries, researched and analyzed statistical data for executive management

•

Quality Control Lead – HEBCO, INC., Oklahoma City, OK 1995 - 2006

Responsible for scheduling and assigning workload, writing procedures and guidelines in

•

accordance with statement of work and performance guidelines, and reviewing output from

multiple departments to ensure quality product was delivered to the customer.

Software Skills

Expert in Microsoft Office Word, Excel, Visio, PowerPoint and Outlook

•

Expert in Adobe Acrobat

•

Familiar with Salesforce application for CRM

•

Education & Training

Writing and Managing Federal Proposals, Shipley – February, 2013

Root Cause Analysis, Moore Norman Technology Center – August, 2008

Problem Solving, Moore Norman Technology Center – August, 2008

ISO 9001:2000 36 Hour Certified Lead Auditor Training – June, 2007

Professional Memberships

National Contract Management Association

American Society for Quality

Contact this candidate