SUMMARY:

• Program Management and Operations Director with demonstrated expertise in leading Contact Centers/Help Desks, software development projects, and operations as a Federal employee across a variety of Government agencies; and Business Development Capture Manager VP for Federal Markets for private industry. My last engagement held was 5/2016. I was selected for two positions within the Federal Government since then; however, they did not win the contract.
• 37 years Federal experience as Government employee, Master’s Certificate in Project Management, vendor management, program management of multiple IT and Contact Center/Help Desk projects
• Operations Management - including large, multi-site service operations
• Capture Manager for public and private industry, sales and relationship development, customer service strategy, business process improvement, performance management, customer experience analysis, and customer quality

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Vice President

Responsibilities:

• Provided senior capture and business development for opportunity identification; capture plan and strategy; call plan; and overall direction and growth across multiple health IT organizations.
• Conducted business development activities to identify, qualify, and provide capture management for programs of significant value and/or strategic positioning.
• Positioned PSI with the client and developed and maintained a value-added working relationship with PSI line organizations including Business Group executives, Proposal Managers, and other technical support personnel.
• Conducted competitive assessments on specific opportunities.
• Made recommendations on teaming members.
• Expanded and managed a portfolio of accounts in the federal market primarily Confidential & Human Services (HHS) and the Centers for Medicare and Medicaid, and VA, and kept abreast of PSI technical offerings, successes, and breakthroughs.

Confidential, Rockville, MD

Program Manager

Responsibilities:

• Led operational delivery of solutions for this fee-for service, shared services organization in customer support operations, contact center services, and program management of business support functions.
• Designed and implemented process and technology improvements in operations, quality assurance, knowledge management, reporting, web portal, Integrated Voice Response (IVR), and Automated Call Distribution (ACD) systems. Saved over $1M per year from 2010-201 4.
• Successfully increased business from three to thirteen programs generating over $4M in annual revenue; customers included the Confidential & Human Services and Centers for Medicare and Medicaid
• Provided consistent and increased customer satisfaction results of 97% for five consecutive years, achieving a 30% response rate.
• Indirectly managed over 100 Customer Service Representatives, technical, and managerial personnel, in multiple locations, providing successful contact center operations.
• Managed a successful engagement consisting of the development and implementation of a shared services e-Commerce website for a large user base including user experience design, workflow processing, and hosting in the Amazon Web Services cloud.
• Served as Contracting Officer’s Representative (COR) for multiple contact center and software development contracts totaling over $10M annually.
• Prepared Statements of Work (SOWs), Requests for Information (RFIs), Requests for Quotes (RFQs), and Acquisition Packages for contact center and software development projects.
• Received “Excellence in Customer Service” award in 2010.

Confidential, Rockville, MD

Director

Responsibilities:

• Successfully obtained buy-in from eight Headquarters and 10 Regional Staff organizations within the Confidential & Human Services in adoption of new shared services contact center for administrative and IT services by implementing aggressive marketing campaigns.
• Managed single point-of-contact call center (phone fax, email, and web) for 30,000 internal and over 200,000 external customers. Directly managed staff of over 50 agents and managers providing IT and administrative support for customers. Increased self-service utilization from 13-35 % by improving IVR routing functionality and usability by improving menuing structure and educating customers on self-service concept.
• Managed vendors and contracts for Remedy Customer Relationship Management (CRM) System and Avya telephony system for IVR and ACD call routing.
• Improved Customer Satisfaction scores by 10% by establishing single point of contact for ticket life cycle ownership.
• Increased customer base by 15% by marketing to Human Capital Division within the Confidential & Human Services and incorporating their services into Employee Resource & Information Center (ERIC) portfolio.

Confidential, Arlington, VA

Director

Responsibilities:

• Directed staff of 10 training specialists and over 25 vendors for 7,000+ NSF employees. Implemented a blended-learning platform including action learning, computer-based training, classroom training, etc. Directed development of training curriculums for all levels from Administrative Assistants to PhDs.
• Led evaluations and successful implementation of a Learning Management System for registering, tracking, and delivering training to all employees.
• Developed SOWs for training services, evaluated proposals, and served as COR on training contracts.

Confidential, Crystal City, VA

Director

Responsibilities:

• Directed communications and outreach for the eGov Travel initiative for 26 Federal Government agencies and numerous vendors.
• Designed, updated, and maintained the eGov Travel web site utilizing collaboration software.
• Served on panel to review vendor proposals for end-to-end eGov Travel solution.
• Prepared and presented briefings for local and national travel forms.
• Chaired national user groups.

Confidential, Arlington, VA

Manager

Responsibilities:

• Managed the single point-of-contact IT Help Desk (phone, fax, email, and web) for over 7,000 internal and 220K+ external customers. Indirectly managed staff of over 40 agents providing technical support, repair, licensing, and help desk support for customers.
• Led team in evaluating, testing, selecting, and installing COTS desktop software and hardware for entire NSF organization.
• Sole person responsible for establishing standards for office automation systems for NSF.
• Prepared SOWs, RFIs, RFQs, and Acquisition Packages for help desk, CRM, ACD, and IVR technology.
• Served as COR and managed multiple help desk and IT projects totaling over $4M annually.
• Led the requirements analysis, selection and successful implementation of Siebel CRM software and Siemens ACD and IVR systems. Provided training for over 100 staff on these systems.
• Developed and implemented proactive support including weekly support calls with Lead IT Representatives, monthly user group meetings, web-based support, and a customer knowledgebase for IT issues and tips.

Confidential, Bethesda, MD

Manager

Responsibilities:

• Managed the single point-of-contact IT Help Desk (phone, fax, email) for over 3,000 internal customers. Directly managed staff of 20 agents providing technical support, repair, and help desk desktop support for customers.
• Led team in evaluating, testing, selecting, and installing new microcomputer technology, operating systems, application software and programming languages to determine their application within the infrastructure and their effectiveness and compatibility with current systems within the entire NLM organization.
• Prepared SOWs, RFIs, RFQs, and Acquisition Packages for help desk, CRM, ACD, and IVR technology.
• Served as COR for multiple contracts to provide desktop hardware and software support throughout NLM.
• Led the requirements analysis, selection and successful implementation of Siebel CRM software for two large IT Help Desks.
• Developed and implemented proactive support including weekly support calls with Lead IT Representatives, monthly user group meetings, and a customer knowledgebase for IT issues and tips.

Confidential, Bethesda, MD

Manager

Responsibilities:

• Managed the single point-of-contact IT Help Desk (phone, fax, email) for over 500 internal customers. Directly managed staff of 20 agents providing technical support, repair, and help desk desktop support for customers.
• Led team in evaluating, testing, selecting, installing, and troubleshooting new microcomputer technology, operating systems, and application software to determine their effectiveness and compatibility with current systems within the entire NIH Division.
• Served as COR for the PC maintenance contract and developed a maintenance database using MS Access.
• Prepared SOWs, RFIs, RFQs, and Acquisition Packages for desktop hardware and software, including operating systems, for over 500 NIH customers.
• Successfully implemented Microsoft Systems Management Server to install and remove software applications on customers’ desktops; implemented remote control software to take over customers’ desktops and assist in troubleshooting saving over $100K/year in customer support costs.
• Performed requirements analysis, selection and successful implementation of “HEAT” call tracking software program. Provided training for 20 Help Desk staff members.
• Provided training in Microsoft software products to 500 NIH employees from Administrative staff to PhDs.
• Developed and implemented proactive support including weekly support calls with Lead IT Representatives and monthly user group meetings.