Customer Service Management

SUMMARY

Energetic, self-motivated, resourceful professional with a high level of customer service, a “can do” positive attitude, easily approachable and willing to learn. Strong interpersonal skills that are effective when dealing with various client personalities, and the ability to carefully listen to the client’s requirements/issues and effectively communicate the potential ways of achieving the results leading to the success of the organization.

SKILLS, QUALIFICATIONS

Ability to influence and negotiate for appropriate resources.

Effective oral and written communication skills when communicating ideas/issues/resolutions with all levels of management, internal and external clients.

Good analytical and problem solving skills associated with the delivery of goods and services, invoicing and payment concerns.

Ability to share responsibilities and collaborate in a service oriented team environment.

Ability to work with tight deadlines in a fast-paced and ever-changing business environment.

Ability to integrate and synthesize information from multiple sources in order to anticipate issues and solve problems, i.e. FAR, FAR Part 31, Texas Professional Services Procurement Act, and the FTA Best Procurement Practices Manual.

Extensive experience awarding and administering Architect-Engineering contracts, cost reimbursement and fixed-price type contracts.

Strong project management skills; simultaneously manage multiple tasks while coordination with other departments.

Working knowledge of Microsoft Word, Excel and Powerpoint; AS400 systems, Oracle database, and Lawson Contract Management System.

PROFESSIONAL EXPERIENCE

Dallas Area Rapid Transit Authority

Light Rail Transit Expansion (LRT) Project 09/06 – 09/15

On-site consultant at Dallas Area Rapid Transit Headquarters Building – Dallas, Texas.

Award and administer contracts for a wide variety of requirements to support all DART programs, to meet the recurring needs of DART for professional engineering and architectural services, design, environmental, and rail related projects ranging from $25,000 up to $275,000,000+. Collaborate with clients to plan acquisitions, designing sourcing plans, drafting and developing contracts for DART’s most complex procurements; conduct sourcing for assigned portfolio including Requests for Proposals (RFPs) and Requests for Qualifications (RFQs), other sourcing methods requiring legal input prior to issuing; pre-award and post-award conferences; team with program clients to administer assigned contracts, contract interpretation, manage change control process to clarify any supplemental agreements/modifications to the contract; performance monitoring and reporting, invoice review and authorization of payments, default notices, claims, extensions, terminations, closeouts and other contract related actions; consult with client program managers, departments and contractors to seek technical and business solutions; plan and conduct negotiations, perform cost and pricing analysis of consultant cost proposals to determine reasonableness of skill level, man-hours, labor mix, overhead, and profit; track, maintain and report contract milestones and balances; monitor contractor’s performance through daily interaction with DART technical staff and other project consultants to facilitate procurements; contract personnel management, interview coordination, compensation reviews with management team and Contracting Officer, annual reviews of the Agency’s contract personnel requirements; perform market and economic research and cost and price analysis for assigned portfolio; conformance with applicable and diverse federal, state and local laws and regulations; and performs other duties as assigned.

DAL-TECH Engineering, Inc. – Dallas, Texas

Senior Contracts Specialist 09/13 – 09/15

AECOM – Dallas, Texas

Senior Contracts Specialist 01/12 – 08/13

AECOM – Dallas, Texas

Contracts Specialist 09/09 – 01/12

Business Controls Systems – Dallas, Texas

Contracting Officer’s Assistant/Contracts Support Assistant 09/06 – 09/09

On-site consultant at Dallas Area Rapid Transit Headquarters Building – Dallas, Texas.

Compile required documentation for project specific annual work plans (budgets); manage contract administration from inception through final closeout; detailed invoice review; monitor the contractor’s activities to ensure compliance with the provisions of the contract, to include: small business project goals – D/M/WBE; subconsultants agreements; labor/overhead rate reviews (merit increases, promotions) and other direct costs associated with active rail projects; contract modifications, consultant appeals, insurance requirements, preparation of general correspondence - Notices of Award, Notices to Proceed (NTPs), Contracting Officer’s final decisions, contract extensions and terminations; process administration forms required when entering information into the database; offeror reference checks, i.e. banking information and previous work history; assist in the development of solicitations in accordance with DART’s Procurement Regulations and Procedures Manual, and other requirements of Federal, State, and Local regulation; coordinate with other DART functional areas to facilitate procurements; coordinate bid/proposal conferences, bid openings, reviews, and evaluate bids and/or proposals in coordination with departmental technical representatives, coordination of the solicitation process, i.e., proposal evaluations and source committee voting; monitor solicitation evaluation process, reviewing the proposal for responsive requirements; collect and compare evaluation responses; and assist department with implementation of new programs and procedures; maintain complete, accurate procurement files in accordance with procurement policies and procedures.

Geo-Marine Inc. - Plano, Texas 04/06 – 09/06

Contracts Administrator (Construction, Environmental)

Contract/Subcontract administration, to include: develop contract drafts or modifications; assist with the development and implementation of construction contract administration with standard operating procedures, agreements and modifications when preparing contracts; participate in the process of drafting, reviewing, analyzing, new contracts for construction services; ensuring contract compliance with Davis Bacon and various government counties/municipalities; receive and review contract documents to confirm all required attachments and signatures are submitted, in a timely manner; monitor subcontractor’s bid bonds, performance bonds, licenses and insurance compliance in accordance with contractual requirements prior to award; negotiate contract specific, terms and conditions; assist in processing contract documents for approval; prepare Notices of Award, Notices to Proceed, and confirmed contract documentation; enter contract information in subcontractor’s database; interaction with departmental staff to ensure information is accurate when processing prompt payments to vendors; scan and file legal documents, i.e. contracts, amendments, addendums, contracts, subcontracts and correspondence; process all non-contract related internal forms and approvals; research, invoice processing (AIA), certifications and payment resolutions; and administrative and reception duties as assigned.

Spencer Reed Group

c/o General Services Administration - Ft. Worth, Texas 07/00 – 11/04

Contract Administrator (ITS Division)

On-site government contractor with the General Services Administration - Ft. Worth, Texas.

Development of comprehensive procedures for guiding team in the process of accessing data included in government awards, to include: heavy written and oral communications with contracting officers and staff, agency clients, and vendors; analysis of awarded contracts, using multiple government systems to research funded projects, when determining the actual monetary value of said award; guide clients in the use of the contract/order management vehicle; verify specifications or purchase orders as stated on the contract; first line of resolution when resolving project delivery/payment issues, project funding, and purchase orders; provide recommendations for credits and re-bills based on research and analysis; prompt when communicating the client’s approval of vendor invoices to finance, for prompt payment processing; development of procedural format when reporting financial data from documents linked to the base funding documents; development of electronic and paper filing systems when tracking client’s approval for vendor payment processing; and performing additional duties necessary to maintain agency’s mission.

EDUCATION

Texas Southern University - Houston, Texas 08/92 – 05/94

Major: Administration of Justice/Political Science

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