Customer Service Contract Administrator

KEISHA NEWMAN

Tulsa, OK 918-***-**** **************@*****.***

Professional Summary

Skillful Management Professional with over 15 years of experience in account management, inside sales and contact administration in a variety of industries. Extensive experience in logistics coordination, price negotiation and customer service. Continually exceed expectations by creating valuable partnerships and works well with people at all levels of the organization, customers, partners, and suppliers.

Skills

• Developed Forecasts & Business Plans

• Project Management & Procurement

• Inventory & Materials Management

• Organizational & Leadership Skills

• Strategic Sourcing & Purchasing

• Risk & Crisis Analysis

• Budgeting & Allocation Experience

• Capacity & Process Planning

• Capacity & Supply Chain Analysis

• Logistics & Operations Development

• Customer Service & Employee Relations

• Excellent Written & Communication Skills

Work History

Operations Manager 04/2018 to Current

Clifford Power Systems

• Increased Gross Margin to 67% in the 3 years at Corporate Branch location.

• Increase revenue and profits to 1.4 million over last 3 years.

• Achieved Branch of the Quarter twice out of ten competing branches.

• Assist in the development of budgets, forecasting and implementing changes when needed to achieve profitable goals.

• Develop and execute local market sales plans, working with all branch personnel to meet or exceed the annual sales target, increasing sales by 60%.

• Negotiate with customers to enhance profitability, soliciting new business while managing existing clients.

• Provide leadership to 14 direct employees, as well as manage corporate branch of 60 employees.

• Monitor invoicing activities ensuring accounting, compliance and procedural requirements are met accurately and timely.

• Serve as liaison for multi-departmental service team, including Planned Maintenance, Sales, Parts, Quoted Service, Major Accounts and Leadership.

• Perform full duties regarding facilities manager, rental fleet manager, truck fleet manager, and account/territory manager, as well as warranty management.

Inside Sales Specialist 10/2016 to 01/2018

Georgia Pacific – Koch Industries

• Oversaw over 300 drywall projects and customer accounts in the Dallas / Fort Worth area, increasing sales revenue by 70%, exceeding target sales goals by 40%.

• Provided exceptional customer service, corresponding with customers and outside sales reps to determine customer needs and recommend appropriate products and services.

• Coordinated the transportation and logistics for all company deliveries.

• Developed strategic marketing solutions to improve sales and assist outside sales representatives.

• Fostered relationships with customers to provide continued support and offered follow-through on all projects.

• Processed sales contracts for orders obtained and submitted orders for processing.

• Negotiated prices terms of sales and service agreements, saving an annual average of 50% in reduced costs. Sales Specialist 08/2012 to 09/2016

John Zink Hamworthy Combustion – Koch Industries

• Served as liaison between the customer and Legal Department, negotiating and communicating contract terms and conditions.

• Partnered with suppliers to develop lead times, increase capacity, reduce complexity and schedule transportation of products.

• Reviewed engineering drawings, spec sheets and bills of materials to create internal purchase orders.

• Worked with the procurement engineering team to draft and engineer parts for forecasted purchase orders.

• Managed company-wide inventory valued at $20 Million, providing cost analysis, cost accounting and replenishing when stock is low.

Buyer / Expeditor 08/2011 to 05/2012

Gulfstream Aerospace

• Partnered with third-party suppliers to provide accuracy on service specifications, pricing, delivery dates, shipping method and packaging.

• Facilitated the safe and accurate arrival of company-wide inventory, valued at $300 Million, coordinating with specialized third-party logistics carriers.

• Audited supplier performance, preparing reports on cost variance, shortages, overages, quality issues, late arrivals, product discrepancies and non-compliance.

• Prepared purchase orders, double-checking all terms and conditions, eventually ensuring all contracts are within the accounts budgetary allowance.

• Disputed quality service issues with 3PL's by opening and investigating all required documentation.

• Called clients to request payment when their net accounting terms were past due, creating a system alert when an account or invoice was close to becoming past due.

• Negotiated pricing agreements with suppliers and vendors, saving the company an average of $3 Million annually. Contract Administrator 06/2011 to 08/2011

The NORDAM Group

• Resolved contractual issues by mitigating associated risks, executing actions items and providing supporting evidence to Senior Management, increasing customer satisfaction ratings by 75%.

• Solved problems of limited scope and complexity following established policies and procedures relative to administering contracts for production of aircraft systems, components and parts for commercial or government applications.

• Assisted in the interpretation of contractual documents and advises all concerned departments of contractual rights and obligations as directed.

• Ensured the internal compliance and quality of all contract obligations, in accordance with the account requirements, the vendor terms, purchasing agreements and sales exceptions.

• Managed customer contracts, order changes, program issues and action items, updating when necessary and revising when approved by Senior Management.

Material Management Analyst 04/2011 to 06/2011

Spirit AeroSystems

• Negotiated supplier lead-times to ensure the timely and accurate arrival of product materials.

• Provided optimal solutions to every step of the supply chain pipeline from manufacturing to sourcing to shipping to transporting to the end-user, providing cost-saving solutions to every step of the process, saving an average of $2 Million annually.

• Liaison with customer support reps, purchasing, engineering, quality control, traffic and warehouse to ensure the smooth transportation of goods.

• Reviewed and monitored inventory demand and material assets, on hand and in transit, to optimize resource planning and replenish when low.

• Partnered with external customer and suppliers to ensure schedule is in alignment with their capacity.

• Applied cost accounting to materials to find the purchase price variance between the original cost and the final cost, providing solutions to minimize variances.

• Forecasted total materials per projected, continuously auditing the materials used to proactively implement measures in the case of a shortage.

Previous Work History

Contract Administrator – The NORDAM Group – 05/2004 – 04/2009 Contract Administrator – Technical Writer – 05/2004 – 04/2009 Technical Skills

Word, Excel, PowerPoint, Outlook, MRO Systems, SAP, SalesForce, CAS, CATIA, Solumina, LOTUS Notes, Advantage Web, WebWise, Esis, Live Link, Visibility, Impromptu, FastLook, Great Plains, MobileTech, Microsoft Teams, Zoom Education

Southern New Hampshire University, NH

Bachelor of Science in Business Administration/Management

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