OFFICE |CONTRACT ADMINISTRATION, PROJECT COORDINATION, CUSTOMER SERVIC
OFFICE |CONTRACT ADMINISTRATION, PROJECT COORDINATION, CUSTOMER SERVIC
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OFFICE |CONTRACT ADMINISTRATION, PROJECT COORDINATION, CUSTOMER SERVICE Resume


Desired Industry: Heavy Equipment SpiderID: 75620
Desired Job Location: Fort Worth, Texas Date Posted: 6/21/2015
Type of Position: Full-Time Permanent Availability Date: 7/1/2015
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Experienced with over 2 years experience Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Bachelors Willing to Relocate: No


Objective:
Support professional with strong people, process, operations and technical skills. Skilled in organizing, writing, documenting, word processing, answering phones, planning, tracking, training, scheduling meetings facilitating meetings / company events / new hire orientation, scribing and improving processes. Friendly, dependable, flexible and hard working individual who works well with broad range of staff and customers.


Experience:
TECHNICAL SKILLS
MS Office Suite: Word, PowerPoint, Excel, Visio, OneNote
MS Project / MS SharePoint 2010
CRM Tools (Siebel & SalesForce)
Document / Technical Writing/ Document Archiving
WebEx / Live Event / Cisco phones
SAP (Customer Relationship, Material Management, Workflow modules)
Shared Services Organization
Contract Administration & Procurement
Learning Management Systems (LMS) / Content Management Systems (CMS / Property Management Systems (PMS), Upside Contract Management Software

EXPERIENCE
ALCON, A NOVARTIS COMPANY (NYSE: ACL) www.alcon.com, Fort Worth, Texas via BellSoft Inc. a Consulting and Systems Integration company, based in Atlanta, Georgia. Alcon is a world leader in eye care and the second largest division of Novartis. Alcon enhances sight to enhance life.

Operations Manager with focus in Contract Administration and Procurement 2015 to present
External consultant, manage the Ideation & Technology Evaluation Center SalesForce database for external product opportunities to facilitate their advancement through the governance process and to facilitate the identification of new products and technologies.
Collaborate with technical leads and departments to advise and seek problem resolution.
Coordinate confidentiality, material transfer and other contractual agreements for pharmaceutical and medical device opportunities. Track agreements from initiation through initiation fully executed. Collaborate with departments to advise and seek problem resolution.
Collect information and records to prepare purchase orders for procurement of goods and services related to pharmaceutical, medical devices and vision care.
Manage vendor relationships and building effective partnerships.

SABRE TRAVEL NETWORK (NYSE: SABR) www.Sabre.com, Southlake, Texas (Spin off from AMR / American Airlines)
Fast paced, Global technology solutions provider to the global travel and tourism industry offering a broad range of solutions including data-driven business intelligence, mobile distribution, and Software-as-a-Service used by travel suppliers and travel buyers.

Senior Project Manager - Performance and Process Improvement 2010 to 2014
Partnered with cross functional teams to consult, prioritize tasks ,perform root cause and analysis to streamline call center processes deemed inefficient to improve efficiency, overall world class organization and customer satisfaction scores by 13% (Jan 2010 to April 2014).
BONNIE SWAN
Cell: (817) 240-0807 | BonnieSwan13@yahoo.com | Page 2

Initiated & drove innovative solutions to complex problems with continuous process improvement led to reduced costs by moving to a lower cost location, implementing, supporting new service model, corporate vision/mission & standardized processes to improve customer retention.
Developed & standardized call center procedures to ensure standardization, improve accuracy, reduce duplication of efforts & enhance the overall customer experience.
Performed quality assurance audits with attention to detail & continuous process improvement on data that was transitioned from legacy system to SAP which increased accuracy by 20%.
Completed Call Center consulting needs assessment: led to contractual changes with vendors positively impacting service models, quality & rework, agent tool sets at a lower cost.
Increased resource utilization through problem solving, creative solutions & decision making processes to implement cross training of collection team resources amongst business units which resulted in productivity, performance, & efficiency improvements.
Led evaluation & creation of 250+ standard operating procedures used in new hire and recurrent training.
Proven can do attitude with ability to work well as a team member or independently, problem solve, multi task, flexible in moving between projects and tasks, meet or exceed deadlines / performance goals, communicate & build strong relationships with leaders & business units.


Senior Instructor 2004 to 2010
Instrumental in just in time learning & development training |mentoring 400+ call center employees in Uruguay to support Billing, Collection & Customer Service. Traveled domestically & internationally to provide & support training.
Developed training curriculm & standard operating procedures to enhance quality & standardize processes.
Exhibited flexibility in translating the business needs of customers by designing business needs & deliverables for training sessions that ranged from 2 hours to 3.5 months for classes of 2 to 25, English as second language employees.
Added value by transferring capabilities to instructors via Train the trainer sessions which allowed team to quickly adopt SAP & CRM best practices to ensure accuracy & improve problem solving| decision making.
Documented 250+ standard operational process instructional materials, learning & development training documents, quick reference guides used by employees and customers in the self-help process & performance improvement.

AMR - AMERICAN AIRLINES (NYSE: AAL) www.aa.com, Fort Worth, Texas
Major global airline operating an extensive international and domestic network with flights throughout the world.

Premier Accounts Billing, Accounts Receivable, Customer Service Analyst 2001 to 2004
Managed 300 global accounts in Call Center environment for premier Travel Agencies. Promoted products & services via up-selling.
Reduced Accounts Receivables by 1 million USD in 1 year, via payment plans & write offs of bad debt.

EARLIER CAREER
Held positions at American Airlines as a Purchasing Clerk, Billing, Collections, and Customer Service Analyst - Premier Accounts, those accounts with multiple locations and highest revenue generating accounts.



Education:
EDUCATION
University of Louisiana, Monroe, Louisiana, United States | Bachelor of Arts: Education with emphasis in Speech Hearing and Language Therapy. Awarded out of state tuition scholarship. Graduated Magna Cum Laude for Grade Point Average.



Skills:
TECHNICAL SKILLS
MS Office Suite: Word, PowerPoint, Excel, Visio, OneNote
MS Project / MS SharePoint 2010
CRM Tools (Siebel & SalesForce)
Document / Technical Writing/ Document Archiving
WebEx / Live Event / Cisco phones
SAP (Customer Relationship, Material Management, Workflow modules)
Shared Services Organization
Contract Administration & Procurement
Learning Management Systems (LMS) / Content Management Systems (CMS / Property Management Systems (PMS), Upside Contract Management Software


Reference:
Available upon request.


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