Customer Service Management

Karen L. Reese

**** **** *** *. **** #* Minneapolis, MN 55407 763-***-**** *****.*******@*****.***

PROFESSIONAL EXPERIENCE

Provider Arrangements Contracts Coordinator - Allina Health System 05/2014 – PRESENT

Responsible for final review and entry of provider arrangements contracts into Compliance 360 database, assuring all policy and process requirements are met. Implement Key Performance Indicator Monitoring daily, as well as generation of monthly reports. Implement and participate in database software enhancements, supports Contract Manager and all of Allina Business Units with the Provider Arrangements Contracts and Compliance process and hands on training.

Paralegal – U.S. ARKRAY, Inc. – USL (Lab) Division (Contract position) 08/2013 - 03/2014

Contract management responsibilities relating to capital instrument purchase, service and Hospital GPO membership with this medical device manufacturer. Initial project encompassed implementing and capturing 500 plus contracts in less than a 5 month period. Responsible for process, procedure, and training. Developed and maintaining contract tracking and repository system as well as SAP contract module management. Report to and directly assist Arkray Staff Attorney.

Client Services Associate- DaVita Clinical Research 11/2011-9/2012

Contract management responsibilities including proposal and contracts, drafting, contract review/redline, negotiation, finance implementation and project revenue generation. Predominately frontend implementation in the clinical research, and medical informatics business lane. Consulting, data licensing, and services, including grant writing/funded projects. Experience in a highly accountable metrics driven environment

Senior Legal Services Specialist -United Health Group – (short term Contract position) 8/2011 - 9/2011

Provided paralegal activities to a business unit of United Health Group. This was a short term contract position charged with contract management and support within UHG legal department. Experience gained in the US healthcare systems, HIPAA rules and regulations. Lean Six Sigma Company

Contract Compliance Specialist- Minco Products, Inc. 10/2009 – 2/2011

Minnesota based design and manufacturer of critical components in a globally diverse market.

Aerospace / Defense / Medical, Commercial and Industrial Markets. This position pertained to all aspects and activities relating to contract compliance and management. Lean Six Sigma Company

Paralegal / Contract Administrator - Twin City Fan Companies, Ltd. 12/2004 – 7/2009

Minnesota based manufacturing company in the Global commercial and industrial fan market, including Aerospace, Defense, and Medical. This was a newly created position in which my skills were utilized to develop, facilitate and implement all aspects of contract management. Lean Six Sigma Practices.

Assistant Project Manager - Kraus Anderson Construction (Contract position) 03/2004 – 11/2004

Project/ contract management for tribal gaming facilities throughout the continental United States.

Contract Administrator- Satellite Shelters Contracting Services (Contract position) 02/2003 – 01/2004

Construction management arena- focus in government and public funded projects; education and medical facilities.

Administrations/Office Manager - Denver West Contracting 05/2000 – 11/2002

Project Management focus, entrusted to all cost accounting, payables and receivables activities for this firm. Entrusted with human resource responsibilities, assuring compliance reporting, licensing and permits obtained. Duties included general office management and executive assistance on a daily basis. Projects completed throughout the Front Range and State of Colorado.

Contracts Manager -CyberCon Design/ Build Corp. 03/1999 – 05/2000

Support provided as the Legal Liaison to executive counsel, all contractors and subcontractors pertaining to seven year project building the National Digital Television Center, located in Englewood Colorado.

EDUCATION

University of Minnesota

Undergraduate emphasis in Humanities and English-BA degree – Liberal Art Studies

The Denver Paralegal Institute nka Kaplan University

Paralegal Degree – MS/MPS (ABA-approved program) PP (Professional Paralegal)

ADDED VALUE

United States Department of State –Outreach Education

DDTC /BIS certification in Export Controls

Global Training Center

Letters of Credit Certification

Hennepin Community College

Project Management Courses and Certification

Accounting and Business School of the Rockies

Business Administration / ACCOUNTING - Full Charge Bookkeeping Certification

Member of the Union Board of Governors-Coffman Memorial Union

Public Relations Coordinator-Student Union Program Council

Denver Bar Association – Paralegal Chapter

MN Paralegal Association

Minnesota Notary (currently not active)

COMPUTER PROFICIENCIES

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access) 2013

Contract /Management Software – Compliance C360, Upside, SalesForce, CTMS, MS Project

ERP Systems software- LAWSON, SAP, IFS / POS system/JD Edwards/AS400

Metadata Management and Internet Research – Federal, State and Provincial Level

Government Websites; reporting and registrations/SurveyMonkey, ORCA

Acrobat Adobe Pro/ E-Copy/ LaserFische documentation control

NTO Lien Tracker / Visio/Filemaker-Pro/WinFax

Timberline Gold /QuickBooks /Peachtree/Timeslips/ Crystal Reports

PROFESSIONAL SUMMARY of Accomplishments and Responsibilities

Contracts Expert developing new systems, process and procedures as they relate to interpretation and execution of contracts, negotiations, and client/customer retention.

Manage cradle to grave contract lifecycle requirements from RFP to operations to close out.

Excellent skills regarding contract negotiation and customer retention /relationship building.

Expertise in drafting, reviewing, negotiating, finalizing and archiving customer/vendor contracts.

Appointed to instruct, train, and perform complex legal research, prepared opinions, and legal documentation.

Initiated and developed contract risk thresholds in alignment with executive strategies, sales objectives yearly/quarterly business goals, established preferred vendor and supply chain management strategies.

Drafted company operating procedures and trained various departments on process regarding contract lifecycle matrixes to assure regulatory compliance and company objectives were met.

Entrusted with and developed a systematic repository of records defining confidentiality requirements and establishing access levels to executives, managers, and employees for three separate business units and their various departments.

Managed the maintenance of information flow and integration into ERP system, interfacing with IT on needs and requirements for best and most cost effective business practices.

Supervisor of staff, ranging from 3 to as many as 16 employees, including additional sanctioned oversight with customer service and sales account managers. This oversight prevented operating losses due to nonconforming activities. Supervision also included motivational coaching to employees and stake holders on fundamental and cultural view of contractual obligations and business impact.

Authorized to handle confidential leadership needs in various areas of business operations and development. This included the day to day handling of internal/external inquiries, appointments, travel arrangements and document preparations for meetings and presentations.

Appointed “Empowered Official” for government regulated export controls. Composed company export policy, implemented training and designed in house audit process.

Project lead/project management on numerous projects and improvements providing the critical framework to assure customer facing within the company organization was defined, advocated and adhered to. Results included profit increases and transparency in the compliance arena.

Project included: developing and updating company position statements, maintaining corporate certifications and credentials in compliance arena, REACH/RoHS/WEE integration, ITAR/BIS/OFAC trade streamlining, affirmative action plans, disaster recovery plans; other various quality initiatives, improvements and measurements in a lean six sigma environment.

Developed and implemented negotiation plans for sales enforcement; facilitating between legal counsel, executive management strategies, sales account managers, customer service and procurement activities.

Authority to analyze and reconcile customer accounts relating to contracts issues, generating financial reports, contract accounting processes and provide analysis reports for current trends and future business development.

Administer change orders, claims, bonds, letters of credit, and indemnifications requirements in accordance with company policies and objectives.

Subject Matter Expert with the following documentation and performance: Terms and Conditions, IP Agreements, Non Disclosures, Limitations of Liabilities, Warranties, Liens, FARS/DFARS, Small Business Action plans, RFP’s/RFQ’s, Specifications, Export Declaration Forms, Export Licensing, NAFTA, Certificates of Origin, Material Safety Data Sheets, REACH/RoHS - IPC format, Letters of Credit, Capa/Scars, ISO 9001:2008 QSM, Blueprints, Govt. Website reporting, and various other legal documents, including legal proceedings, court filings and correspondence, alternative dispute resolution, mediation, depositions, Supervision and Performance reviews.

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