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Customer Service Manager

Mansfield, Massachusetts, 02048, United States
October 07, 2016

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A l l e n T a y l o r

* ******** ****** **. *********, MA 02048 508-***-**** Mass. BBO# 646125

C O N S U L T I N G :

Recent Projects include the following Feb. 2013-Present

Robert Half Legal: Boston, MA. Temporary support of SEC compliance and risk investigation for IT/Telecom company. (8/16-Present).

CVS Health: Woonsocket, RI. Legal/Contractor; Senior Contract Analyst; Supported CVS Health Enterprise with the sourcing of non-resale goods and services. Prioritized review and drafting of Data Privacy and Security Amendments for applicable CVS Health Master Agreements for Senior Contract Analysts and Contract Managers on the basis of exigency. Reviewed Professional Services Agreements, Master Services Agreements, Software License Agreements, Web Hosting Agreements, Purchase Order Agreements and Statements of Work. Extensive use of and training on Ariba Contract Management platform (2/16-5/16).

Shire Pharmaceuticals: Lexington, MA. Legal/Contractor; Senior Contracts Analyst; Manufacturing, Quality and Technical Operations.

Reviewed and negotiated Master Services, Software Licensing, Consulting, Confidentiality and Total Quality Assurance agreements. Negotiated $2M+ Master License Agreement for high-visibility, data visualization project. Worked closely with Privacy Officer reviewing data privacy compliance on IT Vendor Contracts. Process improvements included template review of Master Software Licensing and Software as a Service Agreements (9/15-12/15).

Boston Scientific: Marlborough, MA. Legal/Contractor; Senior Contract Administrator; Corporate Accounts & Healthcare Services; Reviewed, drafted and negotiated Sales Agreements and RFPs with a focus on providing one-day turnaround for all WATCHMAN™ reviews. Coordinated response to large Department of Defense Solicitation (with $70MM+ upside) requiring significant cross-departmental collaboration between Customer Service, Supply Chain, Distribution and Quality in order to evaluate compliance with DoD’s new e-catalog system. Wrote Insurance “Primer” for analysts in cooperation with Risk Management (4/15-8/15).

Momenta Pharmaceuticals: Cambridge, MA. Contract Manager; Supported Sr. Contracts Manager with Drug Research & Development contracts. Reviewed and negotiated Non-Disclosure/Confidentiality, Consulting, Master Services, Evaluation and Material Transfer Agreements and IT Managed Services outsourcing proposals. Completed a 6-month assignment in less than 2 months (12/14-1/15).

Commercial Banking Client: Boston, MA. Sr. Contract Manager; Procurement, Strategic Consulting & IT Services. Reviewed, drafted and negotiated finance and technology related Statements of Work, NDAs and MSAs. Presented cost analysis and score-carding of top tier Management Consulting Firms (PwC, Ernst & Young). Performed Vendor risk review, analysis and assessment. Successfully beta-tested Oracle-based e-procurement system which eliminated duplicate submissions to Legal and saved money (5/13-11/13).

Arts & Business Council of Greater Boston (Volunteer Lawyers for the Arts): Boston, MA. Panel Attorney; pro-bono representation of professional Boston-area Visual and Recording Artists with a focus on providing sound business and legal advice. Clients include Musicians, Vocalists, Producers, Computer Animators, Filmmakers, Writers, Recording Artists, and Software Developers (12/02-Present).

C O N T R A C T M A N A G E M E N T :

NORESCO (a United Technologies Company), Westborough, MA Dec. 2005- Jan. 2013

Senior Contract Specialist – Contracts/ Legal Department

Reviewed, negotiated and administered State, Federal and International Subcontracts for leading Energy Services Company.

Process improvements included analysis of signature bottlenecks and revising workflow with VP-level approvals.

Authored negotiation strategy “playbook”/ contract guide which reduced review turnaround times.

Partnered with Technical Support managers to improve tracking, transparency and reporting accuracy of SQL contracts database.

INVENSYS SYSTEMS, (a Schneider Electric Company) Foxboro, MA June 2002-November 2005

Contract Specialist – Contracts Department

Software/IT licensing experience included managing portfolio of 500+ Hardware & Software Service Support Contracts.

Won merit award for automating Nuclear M&I Purchase Order acceptance process improvement in collaboration with IT department.

Managed Commercial and Government Sales Contracts in the Process Controls/ Industrial Automation industry.

Led negotiation of and closed complex, multi-year, $1M+ service agreement with City of San Francisco.

Built and maintained strong relationships with Sales and Project Management by providing excellent Customer Service.

Project Managed successful roll-out of Serengeti e-billing/matter management database software with Legal counterpart.

WYETH (now known as Pfizer) Cambridge, MA August 2000 – January 2002

Contract Analyst – Clinical Trials/Experimental Medicine Department

Supported contract and finance needs of assigned therapeutic teams for global clinical studies. Trained new employees. Skilled SAP user.

Negotiated multi-site, global Clinical Trials, Master Lab Services, NDAs and Consulting Agreements. Maintained Access database.

E D U C A T I O N:


J.D., Licensed Massachusetts attorney in good standing.


B.A., English, Writing Concentration, ESL Teaching Certificate, Graduate Linguistics Program, Paralegal Certificate.

C O M P U T E R S K I L L S:

Proficient with all MS Office suite software. SAP (4 yrs.); Oracle (1 yr.); Sharepoint (3 yrs.); Ariba (6 mos). 90+WPM.

V O L U N T E E R:

Frmr. V.P., Public Relations (FoxVox Toastmasters Speaking Club # 9771) Big Brother Massachusetts Bay (8 yrs.) March of Dimes.

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