PROFESSIONAL SUMMARY

Multifaceted professional with over 20 years of experience in federal contract management, commercial business analysis, and training.

Proven track record of negotiating and developing contracts with a focus on client satisfaction, cost reduction, and efficient operations.

Strong leadership, communication, and problem-solving skills to drive growth and capitalize on opportunities.

Implemented Commercial Online Billing Research Analyst tool (COBRA) to include processes and procedures as one of 5 subject matter experts.

Worked independently and in teams, prioritizing multiple projects, issues, and tasks with minimal direction in a fast-paced environment with a sense of integrity and urgency for completing tasks receiving multiple kudos from cross functional team members and clients. Received recognition for professionalism and positive attitude in the Cause for Applause program as recently as 2023.

Skilled in Globys, COBRA, DPI, Jira, Salesforce, and several Frontier specific systems such as F-One to obtain company culture definitions, best practices, standards, and procedures.

EMPLOYMENT

2010 – 2023 Frontier Communications, Inc., (Kingman, AZ / Durham, NC)

Process Manager 2019 – 2023

Retained customers by proactively training usage of Globys empowering timely review of billing preventing future billing disputes.

Performed as Tier 1 support using Jira Service Management software and Salesforce to resolve as many issues preventing Tier 2 and Tier 3 escalations.

Provided key information during the life cycle development, testing, implementation, and maintenance phases of the COBRA project to key Frontier senior leadership.

Collaborated as one of 5 subject matter experts to develop the functionality and training program for the COBRA portal, the replacement for Globys, to enable users to view statements and review the billed services (WTN, BAN, Circuit ID, etc.) for Local and ISP billing in DPI.

Exclusively assigned subtask activity to gather and analyze beta implementation results of COBRA implementation from the 5 stakeholders and ensure the additional functionality needed was implemented prior to go-live.

Trained COBRA processes, onsite and remotely, to ensure standardization of billing portal usage that integrates with DPI, Frontier’s provisioning, and billing system for local services. A 20% increase in data literacy across the organization was realized.

Maintained strong relationships with supplier and subcontractors, resulting in improved pricing and availability of resources.

Commercial Business Analyst 2017 – 2019

Participated in user acceptance testing of Globys prior to implementation.

Trained cross functional teams in Globys for effective analysis and optimization of Frontier products and services.

Created and provided key daily reports to internal teams to ensure Service Level Agreements (SLAs) were met.

Presented and analyzed data to provide accurate and timely SLA recommendations to Network Operations leadership for decision-making purposes.

Commercial Customer Service Analyst 2014 – 2017

Ensured contractual SLAs managed by operational staff and multiple account managers were met to eliminate negative impacts of penalties to the company.

Prepared itemized call reports for key stake holders of commercial businesses upon request to support client analysis of internal phone usage.

Gathered, reviewed, and analysed business and industry data, including Key Performance Indicators (KPIs), to ensure clients met their internal goals.

Federal Contracts Manager 2010 – 2014

Completed red-line reviews of draft contracts including non-disclosure agreements (NDAs), sales, purchasing agreements, sub-contracts, consulting agreements, licensing agreements, master agreements to meet Federal Acquisition Regulation (FAR) requirements.

Negotiated terms and conditions (Ts & Cs) with contract vendors and provided vital competitive Ts & Cs to product management and marketing staff to enhance the understanding of goods and services to customers.

Monitored service level agreement (SLA) compliance, milestones, deliverables, invoicing and ensured contract close out extensions and renewals were executed.

2003 – 2010 Verizon Business, (Washington, D.C.)

Federal Contracts Specialist 2003 – 2014

Completed red-line reviews of draft contracts including NDAs, sales, purchasing agreements, sub-contracts, consulting agreements, licensing agreements, master agreements to meet FAR requirements.

Maintained multi thousand-dollar contractual documentation with the Department of Transportation (DOT) and the Federal Bureau of Investigation (FBI) deemed necessary by FAR. Spearheaded communications to walk customers through Ts and Cs over the phone or in video calls.

Monitored customer FAR compliance with established procedures to bring contracts back into compliance. Produced 35% compliance improvement year over year.

Resolved customer disconnects as Customer Liaison to facilitate customer understanding of purchased products. 90% of issues raised were resolved to avoid costly contract disputes.

Monitored SLA compliance, milestones, deliverables, invoicing and ensured contract close out extensions and renewals were executed. 50% of contracts were extended or renewed.

OFFICE SKILLS

Microsoft Word, Excel, PowerPoint, Outlook