Customer Care Manager
Resume:
Scott Herman
C L I ENT R E L ATIONS E X ECUTIVE
Profile
Innovative, results oriented Client Relations Professional with over 20 years of experience in government and private sectors with a passion for building relationships and exceeding client and management expectations. Strong skills in team building, communication and presentation, as well as inter department executive client relations and account management. Growing business is my passion! Employment History
Director Business Development/Client Relations, 1 SOURCE, INC., Washington, D.C.
AUGUST 2 0 1 9 — MAY 2 0 2 0
• Marketed professional services with proficiency in industry terms, contracts and processes meeting set deliverables.
• Develops client-specific strategies
• Develops effective relationships with key client contacts.
• Assessed marketing and sales as well as supplier and vendor operations and recommended improvements as needed.
• Responsible for developing and managing strategic partnerships to grow business.
• Build credibility with clients to uncover new opportunities
• Executed requests for proposal (RFP) and the proposal drafting process.
• Responsible for gathering data and researching information for proposal development, including resumes, past performance, and project summaries.
• Responsible for reviewing, organizing, and editing written documentation to improve clarity.
• Provided final quality control check, including proofreading for grammar, compliance and conformance to established strategies and plans.
• Responsible for updating prospect leads, resumes, project descriptions, and text libraries in the marketing database.
• Collaborated with Project Executives, Project Managers and relevant consultants through the proposal preparation process.
• Responsible for the development of other marketing tools such as brochures.
• Conducted client development research.
• Engaged and managed relationships with senior technical and management staff to obtain necessary information and commitments for specific pursuits.
• Worked with technical staff to develop, research, track, and follow-up on prospect leads.
• Participated in strategic planning efforts that included evaluating marketing intelligence, identifying customer concerns and key issues, as well as developing winning strategies.
• Attended industry functions, to generate new prospects.
• Maintained a strong work ethic and effective communication, writing, and computer skills.
Sr. Client Relations Manager (Federal), ACTIONET, INC., Germantown J UNE 2 0 1 2 — AUGUST 2 0 1 9
• Built and maintained strong, trusted working relationships with key decision makers and influence users from onboarding to end of client lifecycle. Details
adh4nf@r.postjobfree.com
Skills
Capture Management
Service Delivery
Customer Success Strategies
Standard Operating Procedures
SaaS
Business Development
IT Project Management
Strategy and Planning
• Marketed professional services with proficiency in industry terms, contracts and processes meeting set deliverables.
• Develops client-specific strategies
• Develops effective relationships with key client contacts
• Provided excellent client service by offering actionable, user-friendly, well inventoried Service Catalog ensuring outstanding satisfaction for the end-user.
• Identify risks to client success and actively engage the client whenever there’s an identified retention issue.
• Provide guidance to ensure delivery teams meet all contractual obligations including but not limited to scope, requirements and SLAs
• Responsible for creating and maintaining the current Standard Operating Procedures (SOP’s) for all services.
• Worked closely with Department of Energy (DOE) Information Technology points of contact to ensure department wide customer success and satisfaction.
• Worked directly with the acting Principle Deputy Chief Information Officer for the Office of the Chief Information Officer (OCIO) in the creation and success of customer journey mapping across all of the supported programs, using the Gartner approach style of the customer’s vision, the journey maps created depict the different stages customers go through when interacting with the OCIO.
• Responsible for creating and maintaining the Information Technology Service Management (ITSM) customer portal.
• Used Information Technology Infrastructure Library (ITIL) best practices, for developing and maintaining the Service Catalog and ensuring that all information within the Service Catalog is accurate, up to date and accessible to all authorized persons as it relates to the service portfolio and leveraging ServiceNow.
• Managed ServiceNow for DOE, which included the adoption and integration of ServiceNow into the DOE infrastructure, and the creation of tools to enhance the user experience. For example: a self-service landing page for communicating the purpose of the site and providing clear paths to common actions within the system.
• Lead all organizations and customers on the planning, implementation, and reinforcement of the processes and changes as it relates to the operation of ServiceNow within their organizations.
• Lead all trainings across the DOE on process and procedures for ServiceNow.
• Responsible for communications across the organization; including but not limited to, new processes and procedures, release dates, decommissioned items, system improvements, customer enhancements and upcoming trainings.
• Worked with directors as well as all stakeholders on communications in an effort to; fully inform the user community on updates and upcoming deployments and population of the Service Catalog.
Sr. Client Relations Manager (Federal), ENERGY ENTERPRISE SOLUTIONS, LLC., Germantown
JANUARY 2 0 0 9 — J UNE 2 0 1 2
• Served as the Service Catalog Manager which led the creation and delivery of the OCIO Service Catalog, its associated products and price list for EITS Information Technology (IT) customer care office.
• Developed a process flow map for the Principle Chief Deputy Director in the Office of the Chief Information Officer that defines the current process flow for assets that are both, procured and deployed within the EITS organization.
• Assisted in the transfer/integration of the Service Catalog to the OCIO Customer Portal and into the Remedy Service Management Software.
• Utilized SharePoint to centralize access to enterprise information and applications.
• Led in the restructuring of the SharePoint site using defined processes and procedures.
• Ensured proper retention of the documents in a central accessible location and database for the EITS organization.
• Created and maintained Standard Operating Procedures for the Asset Management team and roles within the team, like the Accountable Property Representative, as it pertains to the annual inventory.
• Developed and maintained maintain processes and procedures for procurement of new products and services as well as the addition or removal of products and services to the Service Catalog product and price lists.
• Assisted in the administration and process mapping of the personal property management program within the Office of the Chief Information Officer Head Quarter organization also ensured that it was compliant with federal and departmental regulations, policies and practices.
• Ensured that all OCIO property is properly tagged, documented and captured in the Sunflower asset management system as well as the Remedy Property system for Inventory purposes.
• Worked closely with the IT Management Business Services Office on the cost/pricing model for consistency between the data billed to the client and pricing structure.
• Developed processes, procedures, and work instructions for the activities within the EITS Customer Care Office including the ongoing updates and including location visits to obtain the information from stakeholders Sr. Business Analyst (Federal), LOCKHEED MARTIN CORPORATION, Arlington
MARCH 2 0 0 7 — JANUARY 2 0 0 9
• Provided financial and program analysis in support of the Office of the Chief of Naval Operations (OPNAV), Director of Communications and Information Systems (N6) Program Objective Memorandum (POM)/Program Review (PR) process by tracking and reporting project financials using standard tools as well as a self-developed Earned Value Management (EVM) tool to monitor task execution against plans.
• Prepared and update budget reports, presentations and issue papers to support POM/PR cycles.
• Monitored program budget changes using the Navy Program Budget Information System (PBIS) and Intranet Resource Allocation Planning System
(IRAPs) databases.
• Coordinated and update acquisition issues/requirements with claimants and Chief Naval Officer (CNO) Planning Programming Budgeting and Execution System (PPBE) coordinators.
• Drafted spreadsheets, briefs, reports, and conduct analysis for budget requirements.
• Facilitated visibility, accountability and efficient issue reaction of Navy Information Management (IM)/Information Technology (IT) budget.
• Oversaw obligations and expenditures through each stage of the budget process based on program funding allocation data distributed by Echelon II analysts.
• Provided governance and oversight as required to maintain the integrity of Navy IM/IT funding streams from Congress, Financial Management Budget (FMB), Assistant Chief of Naval Operations (ACNO), CNO(IT), Budget Submitting Office (BSO), and program managers.
• Provided financial guidance and tracking to the Cyber Asset Reduction and Security (CARS) team in assisting the client with taking control of their IT investments to ensure Navy enterprise-wide IT security, interoperability, and return on investment and ensure the Navy achieves complete IT asset visibility, including cost and configuration.
• Adjudicated resource allocation requirements and developed metrics and reported progress to supporting commands and organizations.
• Prepared and provided recommendations to justify and defend budgets during all required annual and periodic budget submissions and budget drills.
• Prepared and reviewed drafts of recommended responses to Congressional, U.S. Navy, Department of Defense (DOD), and other government agency inquiries for financial information.
• Participated in the various financial reviews in support of the OPNAV N6 portfolio.
• Participated in the Financial Resource Cross-Functional Team (CFT) and the Navel Netware Forcenet Enterprise (NNFE) POM issue team.
• Served as a member of the NNFE Financial Execution Standing Team (FEST) as the Action Officer (AO).
• Monitored postings of CFT documents on the Electronic Command Information Center (ECIC) portal.
• Prepared and/or reviewed quad charts, unfunded lists, and outstanding issues.
• Reviewed budget submissions with other U.S. Navy departments and DOD.
• Drafted, reviewed and prepared back-up information and recommendations for financial presentations.
• Provided assistance in tracking financial execution of current year funds. Sr. Business Consultant (Federal), BOOZ ALLEN HAMILTON, Arlington NOVEMBER 2 0 2 0 — NOVEMBER 2 0 2 0
• Provided support in tracking and reporting project financials using standard and self-developed Earned Value Management (EVM) tools to develop reports, which monitor task execution against plans.
• Assisted the Naval Maintenance Automated Information System (NEMAIS) Program office and Business Financial Manager in all aspects of the program.
• Financial responsibilities included the execution of budget analysis, specific IT related budget analysis, as well as contractor and material procurements.
• Provided staffing and budget analysis to senior Navy and Naval Sea System Command (NAVSEA) leadership regarding the NEMAIS and the Navy Enterprise Resource Planning (NAVY ERP) solution, which involved managing multiple databases, which supported the resources requirements for the program.
• Prepared Planning, Programming, Budget and Execution (PPBE) exhibits, documents and drafts weekly and monthly client reports for all team tasks.
• Facilitated client meetings with presentation input, data and technical support.
• Provided daily program management support to senior level Program Manager.
• Coordinated and prepared senior management briefs and deliverables to support the matrixed responsibilities of the NEMAIS Program Manager to the Office of Secretary of Defense (OSD) Program Implementation
• Provided management support and coordination of the NEMAIS program's Quarterly Program Review (QPR).
• Provided on-site program support to NAVSEA supervisor of Shipbuilding Management Office (SUPSHIP) at the Washington Navy Yard.
• Provided oversight and management of personnel and budget, with a focus on strategic planning in support of the SUPSHIP mission.
• Provided counsel to the Commanding Officer and Deputy Director on organizational structure, resources, policy, and direction to over 1,000 civilian and 130 military personnel in the SUPSHIP community who procure and administer the Navy's new ship construction, conversion and repair work in the private sector.
• Provided support and assistance in the resolution of management issues and challenges affecting the team's mission.
• Worked in collaboration with the Commanding Officer and Deputy to develop a recruitment plan to assist the SUPSHIP community in meeting their hiring goals through market research.
• Independently worked with SUPSHIP webmaster to update and modify the SUPSHIP website, which included and overhaul of graphics, links and critical information.
Education
Farleigh Dickenson University, Arlington
Business Management and Independent Studies
Christopher Newport University, Newport News
Business Management
Trevecca College
Business
Certifications
Forrester Customer Experience Pro (CX-1)
Information Technology Infrastructure Library (ITIL) Shipley Proposal Management
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