Monitor project plans, project schedules, timecards, work hours, budgets, and expenditures.Create and reconcile weekly, monthly and YTD reports for billing.Coordinate with multiple teams to validate Agency temp hours for customer billing.Track actual hours against contract PO and notify Project Manager of remaining balance.Work with Project manager to submit monthly billings and weekly follow up for approvals.Assist Project Manager with monthly Resource Planning, Labor Projections/Forecast,Weekly review with Bldg Superintendent regarding weekly hours of all labor and billing task strings.Support team members throughout the lifecycle of the Project.Maintain database with all project related documentation.Assist Project Manager with ramp up and close out of project.

Tracks and manages activities of all members to include volunteer hours.Consults with Board of Directors on matters related to administrative management activities and implement administrative policies and procedure.Recommends and creates SOP and procedures for administration staff and Department.Responsible for complying with State and County policies, procedures and regulations.Solicits bids and coordinate maintenance on facility.Onboarding of all new MembersOversaw implementation of new HR system including migration from old systemCoordinate with BOD Members on Yearly Budget compliance

Portfolio Management and Renewal Retention: Managed a $25M portfolio with 25 customers, collaborating with the sales team to develop quotes, execute renewals, and secure contract additions.Report Development: Developed quarterly business reports used by managed services and cloud service customers to understand service provided, key performance indicators (KPI), and opportunities for improvement.Customer Service Management and Service Level Management: Identified opportunities to improve customer service processes, such as successful recommendation to revamp service-level agreements.Data Center Operations and Project Planning: Assisted relocation of 2 data centers, supporting planning, execution, and coordination with customers.Account Reconciliation and Service-level Agreements (SLA): Conducted account reconciliation, providing accurate tracking of service level agreement modifications.Process Improvement and Operational Streamlining: Monitored KPIs to develop improvement recommendations, including outstanding issues and SLA streamlining. Customer Requirements and Solution Development: Collected customer needs and requirements, developing tailored solutions and creating long-term value.Trend Analysis and Corporate Communications: Researched and analyzed business reports, trend investigations, and communications to provide customer service recommendations to senior management.Data Management: Used industry tools such as G-Suite (Docs, Sheets, Forms, and Slides) to track customer information and maintain customer relationship management data.Database Design: Designed centralized customer contractual information database.Customer Analysis: Liaised with ongoing clients to understand future needs, achieving 96% renewal rate.

Account Management, Teamwork, and Customer Loyalty Management: Managed a $1.2M portfolio with 27 customers, collaborating with support teams to increase account growth by 5% and achieve 90% renewal rate. Maintained customer satisfaction rate of 97%.Automation and Business Process Improvement: Assisted team creating automated business reporting system, reducing processing time by 50%.Customer Onboarding and Strategic Roadmaps: Supported project management team by onboarding new customers, identifying requirements, and developing strategic road map. This approach created long-term customer value.Data Analysis: Analyzed customer business reports and key performance indicators to identify opportunities for improvement. Provided recommendations to senior leadership on key accounts.Customer Education and Account Expansion: Educated customers on new product/service offerings, securing renewals and account expansions.Customer Advocacy and Customer Experience: Served as customer advocate, collecting account feedback to inform strategic decision-making.

Customer Retention and Issue Resolution Management: Oversaw $20M distributor portfolio, responding to customer concerns, resolving issues, and collecting requirements. Served as customer advocate, achieving 98% customer satisfaction rate.Strategic Communications: Prepared and delivered daily reports to customers and senior management, facilitating data-driven decision-making. Added long-term value through consistent communication and reporting.Process Engineering: Identified opportunities to improve customer service processes and internal tools, providing recommendations to management.Meeting Planning and Forecasting: Organized and participated in sales team meetings, assisting management of customer targets, forecasts, and inventory management.Collaboration Solutions: Used industry tools—including Microsoft Outlook, Vision, and OneDrive—to collaborate with internal teams and interact with clients. Client Training and User Adoption: Trained clients on tools and processes, increasing user adoption and contract success. Achieved 100% user adoption in web-based applications.

Federal Government Contracts and Order Processing: Managed order fulfilment, processing, and billing for key customer accounts, including the federal government, Lockheed Martin, and Northrop Grumman. Processed 3,000 orders annually.Business Transformation and Order Management: Developed transformative process improvements, such as implementation of the Department of Defense order ratings system. This facilitated prioritization of critical federal government orders. Training: Trained customers on processing requirements and order fulfilment, securing renewals and reducing churn.Feedback Management: Collaborated with research and development team, disseminating customer feedback to inform feature modifications.Client Liaison and Voice of Customer: Served as primary customer point of contact, responding to inquiries and resolving issues. Acted as customer advocate, assisting internal teams to improve products/services.Logistics Management and Assets Recovery: Assisted asset recovery of “try & buy” program, coordinating logistics to recover $1M in products.Order Fulfillment: Coordinated with manufacturing and logistics team to fulfill key customer orders, achieving 97% on-time delivery.

On-site coordinator for AOL and Time Warner Cable..Counseled all customers on move process and policy allowances.Collaborated with cross-functional teams to provide insight on upcoming projects ensuring that all schedules and expectations were met 100%.Prepared weekly, semi-monthly and monthly reports for account.Audited invoices to assure 100% accuracy.

Headed up department for acquisition of a new partnership with major van lines.Oversaw administrative staff of five (5) and daily office functions.Reconciled statements, monitors claims, charge backs, tracked purchase orders and monitored all conversion account funds.Responsible for billing, finance, forecasting, budgeting and some HR duties.Provided training for all administration personnel.

Turned division goals into real profit resulting in first-year promotion to Supervisor.Directed all staffing, training and performance evaluations.Developed and managed successful sales programs, resulting in an increase of sales by 12%.Conducted statistical market analysis to determine customer needs and driving customer satisfaction.Represented company at trade association and business organization meetings.Prepared technical documentation and manuals as needed, reducing the ramp up time of new employees.