Manager Customer Service

Yolanda M. Tucker, MBA

*********@*****.***

Mobile 904-***-****

Professional Profile

Detail-oriented, motivated, personable business professional with multiple college degrees and fifteen plus years of operational, sales and marketing and contract administration experience. Having served as a Contracts Administrator, Department Manager and Consultant; I possess a comprehensive knowledge of operations, strategic planning, marketing, programming, budgeting, and execution. Demonstrated history of successful contract negotiation, execution and administration. Master of analytical techniques used in operations, sales and marketing, analysis and reporting. Skilled in supporting, communicating and assisting senior management with decision making processes; coordinating projects and multi-tasking assignments in order to maximize labor efficiency, while maintaining compliance. Possess excellent communication and presentation skills with the ability and willingness to think “outside the box” to critically forge common sense solutions to unique challenges.

Management and Leadership

• Develop, control and manage the formulation, execution, and analysis of the contracting department’s budget and funding requirements of over $26M annually.

• Oversee community branding, advertising, public relations, press releases, and project promotions.

• Directly supervised 10 – 20 direct reports

• Develop direct report performance goals, appraisals and corrective action plans.

• Assist in recruiting, hiring and training efforts.

• Develop business plans, marketing plans, and grant proposals.

• Perform analytical and advisory duties in the formulation, evaluation, coordination, and justification of program and resource requirements; developing, implementing, and managing annual and quarterly funding target allocations.

• Key Accomplishment: Awarded the “Golden Spike Award - Director” for Superior Departmental Customer Service.

Operations and Planning

• Develop departmental policy and procedure.

• Plan, organize and manage several social/community outreach events and golf tournament in order to network and create long term profitable community relationships; organized events that increased community visibility and garnered donation revenue.

Oversee social media postings, online marketing campaigns and monthly website updates.

Develop, prepare and present monthly reports for senior management leadership meeting.

Coordinate document retention and record keeping accuracy in accordance with federal, state and local laws.

Contract Administration

• Lead contract negotiations, contract execution and administration.

• Coordinate and resource aspects of event planning, funding, cost reconciliation and documentation.

• Act as the primary point of contact for both internal and external management executives.

• Prepare reports as required by the contracting authority, monitor and control contract flow.

• Successfully launched online vendor management registration

Monitor Federal contracts/pricing to ensure compliance.

Serve as Liaison between legal department, outside counsel, and customers in execution of contracts.

Develop contracts databases (Excel and Access).

Develop RFP’s, RFQ’s, RFI’s, and grant proposals

• Key Accomplishment: Strategically developed winning bid proposal capturing $15.5 million dollar contract

Skills Summary

Project Management Report Preparation Effective Written Correspondence Sales & Marketing Strategic Business Planning Proposal Development

Contract Compliance Audits Supplier & Vendor Contract Negotiation Promotions

Professional Experience

April 2011 – Present

Contracts Analyst

Reichard Staffing

Jacksonville, FL

January 2004 – Present

Consultant

GHM Inc.

Jacksonville, FL

March 2006 – December 2009

Director of Contract Administration

First Chance Inc.

Jacksonville, FL

March 1997 – February 2006

Engineering Contracts Manager, Lead Crew Dispatcher, Logistics Account Manager

CSX Transportation, Inc.

Jacksonville, FL

August 1994 - February 1997

Northeast Regional Account Manager/Liaison

Prudential Insurance Company

Jacksonville, FL

Education

Strayer University

Master’s Business Administration – Concentration: Contracts and Acquisitions

Florida Metropolitan University

Master’s Business Administration – Concentration: International Business

Jones College

Bachelors Business Administration – Concentration: Marketing

Continuing Education

National Contract Management Association – Chapter Member

2005 Blueprint for Leadership Graduate – City of Jacksonville, FL

Marketing Matters Alumni – Small Business Women’s Center of Jacksonville, FL

Currently studying for Federal Contract Management Certification – Test Date: June 30, 2012

Awards

Florida Writers Association Royal Palm Literary Award – 2003

Key to the City of Lake Charles, LA – 2007

University of North Florida Powerful Words of Wisdom Award - 2008

Keywords: Contract, Administration, Negotiation, Operations, Sales, Marketing, Promotions, Director, Public, Relations, Federal, Regulations, Transportation, Social, Services, Leadership, Engineering, Manager, RFQ, RFI, RFP, Procurement, Microsoft Word, Excel, PowerPoint, Access, FAR, DFAR, Policy Development, Vendor, Management

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