Customer Service Manager

CARLYN E. AUGUSTAVE

**** ****** ******

Flossmoor, IL 60422

708-***-**** home 708-***-**** cellular

**********@*****.***

PROFESSIONAL SUMMARY

Experienced procurement specialist with expertise in procuring various goods and services in public and private sectors. Able to handle and complete multiple tasks in a fast-paced environment in a timely manner, while paying close attention to detail. Thorough understanding knowledge of local and federal procurement laws and supplier diversity guidelines. Experienced in coordinating intergovernmental procurements through strategic sourcing. Superior contract review, development, negotiation and management skills. Excellent vendor development capabilities, including identification, qualification and monitoring. Strong knowledge of PC software, including Microsoft Office Suite, Excel, PowerPoint, Oracle, Access, BuySpeed, Yardi, e-Builder and Lawson software Excellent verbal, written and interpersonal skills. Strong analytical and problem-solving abilities. Superior ability to supervise, lead and develop staff. Excellent organizational skills with ability to prioritize effectively. Able to work independently while employing excellent business decisions to solve problems and implement solutions.

EDUCATION

LOYOLA UNIVERSITY OF CHICAGO, CHICAGO, IL

BACHELOR OF BUSINESS ADMINISTRATION, MARKETING, MAY 1990 SUCCESSFULLY COMPLETED CPPB CERTIFICATION COURSE WORK, SEPTEMBER 2014 EXPERIENCE

UNIVERSITY OF CHICAGO HOSPITAL – FACILITIES SERVICES, CHICAGO, IL JANUARY 2015 – APRIL 2015 Temporary Buyer/Contract Specialist

Responsible for assisting Procurement Department by reviewing, tracking, analyzing and negotiating contracts

(both short and long term) for award for Biological Sciences and Capital Project Delivery departments.

Solicit and analyze quotations while performing price and cost analyses to make a recommendation for award.

Perform final commitment action for procurements while following both standard and University practices and guidelines, including those imposed by city, state and federal governments. Accomplishments

Successfully acclimated to daily responsibilities including learning of e-Builder: a cloud-based construction program management software used exclusively by Capital Project Delivery. CHICAGO HOUSING AUTHORITY, CHICAGO, IL APRIL 2012 – DECEMBER 2014 Senior Procurement Specialist

Responsible for researching, evaluating and procuring services, supplies and equipment based on price, service, quality, and warranty that will meet the Chicago Housing Authority’s requirements within the organization policy and procedures for various departments including Information Technology, Administrative Services, Finance, Office of Inspector General, Resident Services, Capital Construction, Treasury, and Legal. Develop Invitations for bids, Request for proposals, and Request for Qualifications. Extensive experience in procuring IT hardware including but not limited to copiers, laptops, computers, and other peripherals; solid software negotiation and renewal experience.

Ensure that CHA’s procurement policies and procedures is communicated and adhered to by staff and outside vendors. Perform procurement outreach activities communicating Chicago Housing Authority’s procurement process.

Determine and implement the appropriate method of procurement to secure the requested service, commodity or supplies within an assigned department area

Assist staff in developing specifications. Develop and prepare bid documents, oversee the bid process, perform bid analysis and make the appropriate procurement recommendation

Solicit bids and request for proposals in accordance with CHA’s policy and procedures by email, telephone or fax

Prepare and process purchase orders, review requesting department documentation for accuracy and completeness and verify vendor information. Determine the most responsive and responsible vendor that meets selection criteria based on selected procurement method

Coordinate and facilitate pre-proposals meetings and bid openings with departments

Strategically research sources of supply and analyze the market based upon the requested commodity and or service

Prepare and submit procurement recommendation to CHA management

Effectively resolve disputes between suppliers and user department regarding service, cost, and delivery

Prepare appropriate correspondences to suppliers relating to inquiries and procurement issues 1

Conduct P-Teams meetings with assigned user departments on a regular basis regarding Procurement activities

Maintain the integrity of assigned contract files documentation and ensure information is properly stored on CHA network

Responsible for ensuring various weekly, monthly and quarterly reports are maintained with current information

Participate and facilitate vendor fairs and workshops sponsored by CHA and other affiliated agencies Accomplishments

Revised/updated Procurement Process handbook

METROPOLITAN PIER AND EXPOSITION AUTHORITY, CHICAGO, IL MAY 2002 – JULY 2011 Buyer, October 2006 – July 2011

Responsible for supporting Director of Procurement by procuring complex goods and services, while exercising sound judgment, in accordance with MPEA’s statutes. Research and develop various procurement documents including Bids, Request for Proposals and Requests for Qualifications.

Interact with senior staff, or their designee, to ascertain departmental budgetary needs and develop specifications for procurement documents.

Manage and complete procurement function from: advertisement, researching and identifying potential sources/vendors, conducting pre-submittal conferences, preparation and development of answers to questions concerning documents, evaluate submittals while performing total cost benefit analyses, and ensuring that all information is accurate to make a recommendation to the MPEA Board for award.

Responsible for resolving any supplier issues that may arise to avoid disruption in services.

Provide leadership role in contract negotiation including but not limited to negotiating pricing, terms and conditions, vendor performance expectations and other facets of the contract.

Procured various goods and services for the operation and maintenance of McCormick Place and Navy Pier, including but not limited to Legal services, IT hardware and software, marketing services, water treatment services, paint accessories and supplies.

Accomplishments

Completed several webinars through NIGP.

Bid Coordinator, May 2002 – October 2006

Responsible for supporting Director of Procurement by procuring various goods while exercising sound judgment in accordance with MPEA’s statutes.

Interacted with senior staff, or their designee, to ascertain departmental budgetary needs and develop specifications for Bid documents.

Managed and complete procurement function from: advertisement, conducting pre-submittal conferences, preparation and development of answers to questions concerning documents, evaluation of submittals while performing cost benefit analyses, and ensuring that all information is accurate to make a recommendation to the Board for award.

Provided leadership role in negotiating pricing, terms and conditions, performance expectations and other facets of the contract.

Accomplishments

Promoted to Procurement Specialist procuring more complex goods and services.

Developed positive working relationships with User Departments. GOSS GRAPHIC SYSTEMS, WESTMONT, IL JUNE 1995 – MAY 2002 Buyer, October 1999 – May 2002

Responsible for procurement of five million dollars in critical machine parts of various metals, required for various paper width changes, while monitoring inventory levels and forecasting future requirements in manufacturing and assembly environment.

Worked with engineers and suppliers to coordinate and maintain delivery schedules of various parts to ensure on- time delivery to customers for paper width changes.

Responsible for MRO procurement including but not limited to office products, and warehouse supplies.

Supervised and trained contract employees in all phases of daily operations.

Responsible for coordinating all daily activities in absence of manager. Accomplishments

Solicited bids from various suppliers to create more cost effective methods of procuring supplies.

Negotiated credit terms with suppliers to maintain and build positive, long-term relationships.

Reached goal of getting 3% cost savings from key suppliers for year 2001. 2

Associate Buyer, June 1995 – September 1999

Procured assigned commodities; over three million dollars in replacement parts. Solicited quotations from various suppliers, placed orders, and generated reports, all to ensure on-time delivery.

Coordinated delivery schedules with suppliers on a daily basis to achieve 98% customer satisfaction service level.

Assisted department manager with general work flow through the department. Accomplishments

Effectively forecasted annual usage of commodities to place blanket orders and coordinated shipping schedules.

Successfully completed blue print reading course. CONSULTING EXPERIENCE OCTOBER 1993 – MAY 1995

Employed through temporary agency and sent on various project assignments including but not limited to:

Edward Don Company (October 1993-September 1994) Assisted accounts receivable during a major transition period by applying checks in the computer systems and various filing responsibilities.

Humana Healthcare (October 1994-March 1995) Assisted in processing applications of doctors joining medical group.

Goss Graphics Systems, Inc. (April-May 1995) Assisted purchasing department by expediting and processing orders.

MONTGOMERY WARD, CHICAGO, IL JULY 1992 – JUNE 1993 Corporate Trainee

Participated in a comprehensive training and development program for the buying office which included formal classroom studies in marketing, store operations, retail math, logistics, and sales promotions.

Coordinated merchandise delivery schedules to specific distribution centers with global suppliers.

Assisted in selection and styling of merchandise to be carried in stores nationwide.

Responsible for responding to nationwide customer service inquiries in a professional manner to ensure customer satisfaction.

Created monthly commission packages for sales associates nationwide. Accomplishments

Quickly adapted and became productive in all areas assigned including Corporate Marketing, and Customer Service as well as the buying offices for Electric Avenue and Women’s Fashions. LIMITED EXPRESS, CHICAGO RIDGE, IL DECEMBER 1991 – JUNE 1992 Assistant Manager

Responsible for providing support to Store Manager through sales, coordinating store merchandise, and monitoring daily activities through generated reports.

Supervised store employees.

Interviewed, hired and trained new employees on daily store operations including but not limited to operating the cash register.

Accomplishments

Appointed Customer Service Training Manager as a result of positive feedback from customers and high volume in sales when managing the store.

JOHNSON PRODUCTS COMPANY, INC., CHICAGO, IL SEPTEMBER 1990 – NOVEMBER 1991 Benefits Coordinator

Responsible for administration of employee benefits including medical, dental and life insurance, COBRA, and workman’s compensation to approximately 300 employees locally and nationwide.

Coordinated benefits packages for all new employees. Accomplishments

Coordinated open enrollment for employees after two months employment. 3

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