Lena Grant

Orlando, FL ***** 410-***-**** adu4gt@r.postjobfree.com

LENA GRANT

Orlando, FL 32822 410-***-**** adu4gt@r.postjobfree.com PROFESSIONAL SUMMARY

• Integrate strong industry knowledge, multifaceted management capacities, and 15+ years of experience focused on managing federal accounts and overseeing contract lifecycles – from bidding, negotiation, through close-out.

• Leverage expertise in Lean transformation and value-chain analysis in drafting specific business terms and performance criteria for sales agreements.

• Thrive in strengthening client relationships through the delivery of products and services based on specifications, scope of work, and other terms and conditions on the contract; and through the consistent monitoring of KPIs to evaluate the ongoing health of the relationship.

• Monitoring Online Support calls for Total Quality Management (TQM)

• Driving Workflow to achieve customer satisfaction

• Affirm commitment to exercise the same degree of lean contracting excellence in transitioning from sales/supplier-side to procurement/government-side. KEY DIFFERENTIATORS

• Excel at creating stronger value propositions.

Recovered a key account and maintained a steady-

state level of customers by reducing service costs by 42% between 2016 and 2017.

• Achieve accreditations by adhere to Federal

Acquisitions Requirements (FAR). Forged and

sustained partnerships with 10 large government

agencies – spanning the U.S. Army, U.S. Air Force, Defense Telecommunication Service Washington

(DTSW), Department of Health & Human Services

(DHHS), Smithsonian, Verizon Business, and state

and local governments.

• Exercise sound judgment in defining KPIs,

identifying capacity requirements, and resolving

• Rethink business strategy by pursuing a “digital- first” approach in planning and coordinating

efficiencies. Produced 85.27% digital contact against company KPI of 76% which resulted in $20 company

saving per telephone interaction.

• Mete out the right social poise to handle a

complex network of interrelationships. Synergized

with the General Service Administration/Federal

Supply Schedule (GSA/FSS) contract; and Networx,

which provides access to a broad range of domestic and international network services to federal agencies at the lowest possible price.

Lena Grant

Orlando, FL 32822 410-***-**** adu4gt@r.postjobfree.com quality-related issues. Yielded 0.5% churn against company KPI of 1%; beating the scalabilities of

managing 30K+ units with an annual revenue of

$40.90 per unit.

CAREER PROFILE

Payroll Implementation Specialist II, 09/2021 to 09/2022 ADP – Orlando, FL

• Implemented ADP's solutions to non-complex clients, following ADP guidelines, and in accordance with client expectations.

• Ensured client satisfaction and retention through timely solution delivery within client-defined timeliness.

• Reviewed orders for accuracy and then implement the solution in a very prescribed manner according to guidelines and training.

• Worked with client for the first few product runs until clients are successfully up and running.

• Worked under direct supervision to resolve issues and provide solutions.

• Remained engaged with client throughout implementation, until client is successfully running ADP solutions.

• Interacted/collaborated with ADP associates in sales and customer service.

• Exchanged routine information with members of client project team, including priorities, timeliness and issues as they arise.

• Guided and drive the client towards the best solution for their business needs.

• Partnered with clients to understand their business and related needs.

• Understand client business issues and concerns and recommend and implement appropriate solution.

• Maintained and expanded knowledge and proficiency on implementation job function, employer products/services and implementation best practices.

• Assisted clients with client data maintenance, setup, configuration changes in various client and internal systems, and coordinates with all functional areas.

• PTO, Special Calcs, Time and Attendance schedule, (i.e 401k, etc.).

• Performs new feature setup requests (e.g Group Term Life, HSA, direct deposit calcs, special calcs., benefit accruals, Multi-J, split wraps, add'l locations, etc.).

• Collaborates with internal clients/partners (401k, FSA, Tax, etc.) and/or third-party vendors involved in providing services to identify and resolve issues and ensure that these services meet client expectations.

• Completed complex projects including: Calculation updates, special reports, tax amendments, company setup, troubleshooting, PTO, OT, Double Time, etc. researches historical data for adjustments needed. Lena Grant

Orlando, FL 32822 410-***-**** adu4gt@r.postjobfree.com

• Researched benefit accruals, recalculates, and imports corrections.

• Assisted client with tax changes for understanding, conducted research and follow-ups as needed. Global Enterprise Advisor/Federal Account Liaison, 08/2002 to 06/2019 Verizon Wireless – Laurel, MD

• Expanded the revenue potential of the $1.1M+ worth of services and equipment delivered to high-profile, large-scale Federal clients.

• Cascaded strategies and solutions to cross-functional teams – including Sales, Contracts and Implementation, and other internal departments – vis-à-vis service optimization.

• Pioneered the monthly bill review system - geared to maximize cost-saving opportunities – which was adopted by all Verizon business segments across the U.S.

• Rendered full-spectrum oversight of equipment consolidation projects and migrations – from planning, estimation, implementation, through close out.

• Communicated with customers through omni-channel platforms as the sole point of contact; address client concerns by identifying and fulfilling their needs, adhering with contract guidelines, conducting account audits, and upselling them on digital contact tools.

• Strategized innovative service plans through a price plan analysis; attracted new customers and strengthened the retention level of existing clients.

• Received a written commendation from a customer for extending training on the use of digital tools.

• Launched webinars to the customer's colleagues within the organization. ACADEMIC QUALIFICATION

BACHELOR OF BUSINESS ADMINISTRATION

Strayer University - Herndon, VA

Six Sigma Green Belt, Six Sigma Lean Belt: Personal Development Villanova University - Villanova, PA

Essentials of Government Contracting: Personal Development Villanova University - Villanova, PA

Mastering Business Skills: Personal Development

Villanova University - Villanova, PA

Business Management Coursework

University of Phoenix - Tempe, AZ

Lena Grant

Orlando, FL 32822 410-***-**** adu4gt@r.postjobfree.com Information Processing Certificate

Baltimore City Community College - Baltimore, MD

CORE SKILLS & COMPETENCIES

• Contract Administration

• Negotiation Tactics and Strategies

• Vendor Relations

• Bidding Process

• Goal Setting/Action Planning

• Protest Procedures

• Social Policy Requirements

• Federal Account Management

• Dispute Resolution

• Regulatory Compliance

• Project Control & Monitoring

• Quality Assurance

• Risk Mitigation

• Ethical Considerations

• Government Procurement Process

• Cost Containment

• Training & Development

• Information Technology Platforms

• Performance Management

• Needs Assessment

• Audits & Reporting

TECHNICAL PROFICIENCIES

MS Office Suite, MS Project, Jira, Customer digital contact tools, and other proprietary software, enterprise databases, and management systems

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