Customer Service Management
Resume:
DENNIS M. SHEPHARD
**********@*******.***
SUMMARY
Applies business education, diverse experience, and marketing skills to develop successful commercial and government bids; 18 years of progressive responsibility and success in sales support and proposal development. Expertise includes:
Bid capture and proposals
Grant writing
Competitive analysis
Project management
Business development
Communication strategies
Account marketing
Staff supervision and training
Effectively applies excellent communication, presentation, time-management, analytical, and problem-solving skills; executes highly organized and detail-oriented work plans; develops and maintains relationships with individuals at all levels; embodies strong work ethic; adapts quickly to new situations and technologies.
EXPERIENCE
Battelle Memorial Institute
Proposal Development Specialist
2009 to 2015
Led and provided specialized expertise on U.S. Government proposals (Air Force, Army, Navy, Coast Guard, Homeland Security, [classified] letter clients, TSA, NCI, NIH, CDC, and DOT) and on education grants. Applied thorough understanding of federal procurement regulations and practices; proficient in using the Shipley method of proposal development. Managed the entire proposal process from capture planning through lessons learned. Coordinated kick-off, price strategy, and daily update meetings; led gate and color team reviews. Analyzed RFP and created schedule, outline, and comprehensive proposal management plan; interacted with internal business groups and external subcontractors to ensure compliance. Coordinated writing, editing, and production of proposals. Worked closely with technical team to assure overall document accuracy, quality, compliance, and consistency.
Managed proposal development by facilitating and collaborating with proposal teams on bids; awards totaled more than $244.1 million
Led multiple national security proposal development teams; IDIQ wins totaled more than $955 million
Supported bid development for BattelleEd in pursuit of educational grants that aligned with the organization’s philanthropic mission
Deloitte LLP, Columbus, OH
Senior Pursuit Consultant
2005 to 2009
Led the development of customized branding, marketing, and proposals for current and prospective audit, tax, consulting, and financial advisory customers; created differentiation strategies and negotiated pursuit schedules. Acted as a liaison between concurring review, proofreading, and production; coordinated with graphic designers to conceptualize win theme imagery and key messages. Developed oral presentations strategies and advised team members regarding key messages, delivery, scripts, and speaking outlines; coached rehearsals.
Led pursuit teams to more than $23.5 million in sales
Assisted in managing and scheduling department workload and resources
United Healthcare, Columbus, OH
New Business Development Consultant
1999 to 2005
Coordinated new business proposal development and production for account executives, consultants, and brokers nationwide; extensively interfaced with underwriters and client-administrators. Analyzed and responded to RFPs and RFIs. Researched customer needs and expectations; developed proposals that met corporate objectives and national sales goals.
Planned and facilitated pharmacy management training program
Ace Parking Management, San Diego, CA
Manager
1997 to 1998
Managed all operations at the Sheraton Torrey Pines resort, including cash control, billing, planning and logistics, auditing, customer service, safety, and security. Produced detailed accounting reports that included revenue analysis, capture rate analysis, and income analysis. Trained staff on policies and procedures.
Supervised up to 25 associates; hired, trained, and scheduled staff; conducted performance evaluations, and administered progressive discipline
Developed and oversaw annual budget; exceeded monthly revenue goals by more than 15%
EDUCATION
B.S., Business Administration – Marketing, The Ohio State University, 1995
TRAINING / CERTIFICATIONS
DoD Secret security clearance
Association of Proposal Management Professionals
Six Sigma Green Belt
Accident & Health, Life, and Variable Annuities (Ohio) license
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