Alvaro Copa
Austin,TX
Summary
Dynamic and results-oriented Contract Manager with a proven track record of success in optimizing government contracts for enhanced contract performance and compliance. Eager to leverage expertise in contract management, policy and procedures development, and stakeholder engagement to drive impactful outcomes within the State Government sector. Committed to fostering effective partnerships and implementing innovative solutions to meet organizational objectives and exceed expectations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Contract Administration Manager I (Additional Duties Acquired Due to Retirement of Director)
Office of the Attorney General
Austin, TX
09.2023 - Current
- I lead the oversight and management of all operations concerning government contracts
- This involves identifying resources necessary for effective coordination between the county and the Child Support Program, as well as developing, managing, and monitoring contracts to optimize child support service delivery and strengthen state-county partnerships
- In my role, I direct, plan, and organize the activities of the Government Contracts Section, providing guidance and assistance to staff to ensure the accomplishment of contract management objectives
- Additionally, I oversee the preparation and approval of staff assignments and work schedules, aligning them with overarching goals and objectives within the program area
- I play a pivotal role in developing and implementing contract performance standards, evaluating operations, and ensuring compliance with contractual obligations
- Moreover, I take a proactive role in policy development and implementation, planning, developing, implementing, coordinating, and monitoring policies, procedures, and processes aimed at enhancing cooperative agreements and other contracts with CSD business partners
- Furthermore, I provide comprehensive management information and project status reports to the CSD management team, direct budget preparation, and represent the Government Contracts section in various organizational forums and as the primary liaison with external agencies regarding contract matters.
Contract Administration Manager I
Office of the Attorney General
Austin, TX
06.2022 - Current
- I perform advanced contract administration responsibilities, overseeing the execution and management of large-scale or high-value contracts
- I lead a team of 5-7 Contract Specialists within the Contract Administration and Monitoring unit
- I manage operations and activities related to monitoring contract performance, including metric development and contract monitoring through the full contract lifecycle
- I conduct on-site visits to contractors to ensure compliance with terms, policies, and fiscal regulations
- Additionally, I supervise contract document processing and collaborate with agency leadership on processing issues
- I formulate short and long-term strategies for contract administration, aiming to optimize efficiency and effectiveness
- Serving as the primary liaison between agency leadership, contractors, the Legislature, and other contract stakeholders, I facilitate communication and ensure alignment of objectives
- I also contribute to budget planning and allocation recommendations for contract agreements, monitoring budget allocations, providing forecasting, and recommending adjustments as necessary to maintain financial integrity
- Overall, I am committed to ensuring the smooth execution of contracts and fostering strong relationships with stakeholders
- My focus remains on achieving operational excellence, adhering to regulatory requirements, and maximizing the value derived from contractual agreements.
Contract Specialist V
Office of the Attorney General
Austin, TX
09.2021 - 06.2022
- Performed highly advanced work requiring specialized knowledge of contract development and management as it relates to intergovernmental contracts
- Reviewed records and drafting reports, collected information and presented results in written formats, recommended process improvements or corrective action plans and monitored and reported on their implementation, prepared and reconciled invoices, and provided guidance to internal and external staff
- Developed contract administration policies and procedures, including evaluation plans for monitoring and managing intergovernmental contracts
- Monitored contract performance by examining fiscal and performance data for compliance with contract terms and conditions and agency policies
- Investigated discrepancies and complaints and suggested resolutions
- Maintained contract tracking database, contract invoicing systems, and contract files
- Evaluated expenditure and performance data and analyzed trends to ensure appropriate use of funds and continuous improvement of business processes
- Analyzed operations, detected problems, and prepared summaries and written reports of findings and recommendations for changes to contracts and/or business processes
- Communicated with government officials, and internal and external customers regarding business processes, budgetary needs, and contract provisions
- Provided guidance to internal and external stakeholders regarding contract administration, policies, and procedures
- Assisted with the planning, development, and presentation of annual reports
- Led development work sessions to identify and describe services to be rendered, coordinated the risk assessment process, and developed contract specifications
- Led contract negotiations regarding contract specifications, terms, renewals, and amendments
- Supported contract development functions, including the contract solicitation and implementation, and ensured contracts are written to meet business objectives.
Program Specialist V/Contract Specialist IV
Office of the Attorney General
AUSTIN, TX
07.2017 - 09.2021
- Performed advanced contract management and project management work for the Office of the Attorney General's Child Support Division, Government Contracts section
- Assisted in developing contract administration policies and procedures, including evaluation plans for monitoring and managing intergovernmental contracts
- Monitored contract performance by examining fiscal and performance data for compliance with contract terms and conditions and agency policies
- Investigated internal and external discrepancies and complaints and suggested applicable resolutions
- Maintained contract tracking database, contract invoicing systems, and contract files in accordance with retention policies
- Communicated effectively with government officials, management, and internal and external stakeholders/customers regarding business needs and contract provisions
- Assisted with planning, developing, and conducting presentations and annual reports
- Evaluated expenditure and performance data and analyzed trends to ensure appropriate use of funds and business improvement
- Participated in development work sessions to identify policy and procedural changes
- Worked under pressure, met strict deadlines, maintained quality, and paid attention to detail
- Mastered new concepts quickly, took initiative to learn new tools, and adapted to changes in a timely manner
- Reclassified from Program Specialist V to Contract Specialist IV
Child Support Officer II, Special Collections Unit
Goodwill Staffing- OAG Child Support Division
AUSTIN, TX
12.2016 - 07.2017
- Carried out child support enforcement actions to collect arrears through special collection techniques made available to the Child Support Division (CSD) through state and federal laws
- Conducted detailed investigations to locate, identify, and legally attach financial holdings and other levies & liens to non-custodial parent (NCP) assets
- Coordinated enforcement actions mandated by court orders, responded to customer inquiries, documented actions taken and details of communication through the Case Management System
- Researched case financial records to establish payment plans with NCPs in order to collect on delinquent cases and enforce court orders
- Prepared and processed legal documents, monitored case progress as well as payment transactions, coordinated and corresponded directly with attorneys, insurance adjusters, financial institutions, and administrators
- Organized and prioritized pending communication and enforcement actions with external customers meeting time constraints and division goals
- Assisted with the newly implemented Denial of Motor Vehicle Registration Renewal program performing negotiations with delinquent NCPs for payment agreements in order to satisfy outstanding child support arrears
- Evaluated cases for registration renewal release in accordance with policy and collaborated with CSD Field Operation staff to address registration renewals requiring additional assistance and escalation
- Under the direction of the Special Collections Unit Managing Assistant Attorney General, coordinated the disbursement, tracking and monitoring of certified correspondence
- Implemented and coordinated effective techniques and strategies to readily access case files.
Chat Specialist, Mexico Apple Online Store
Apple Inc.
AUSTIN, TX
03.2016 - 12.2016
- Provided customer service to online chat inquiries from Mexico's Apple Online Store
- Coordinated multiple and simultaneous (up to 3 chat sessions) sales acquisitions and service requests for Mexican online customers (all sessions in Spanish)
- Collaborated with service and technical support teams during the development of product education and implementation techniques
- Developed creative solutions to complex customer concerns, identified needs through key discovery to create comprehensive solutions improving clients' daily activities and functions
- Analyzed performance of the buying cycle, adhered to sales goals, communication standards, and quality of order shipments
- Performed under aggressive time commitments to handle complex sales and order support issues, maintained first contact resolution and customer satisfaction
- Provided service support for all post-order inquiries regarding shipment, payments, order status, and processed any necessary account changes
- Ensured the customer engagement model was met through initial greeting, active listening, and discovery of the client's needs to create comprehensive solutions and identify training and development opportunities.
Salon Administrator/Coordinator
Janet St. Paul Studio for Hair
AUSTIN, TX
11.2014 - 03.2016
- Led all communication efforts for clients entering the studio, as well as those contacted by phone or email
- Coordinated all bookings for a team of 6 master stylists, scheduling upwards of 400 appointments per week
- Created weekly schedules for staff based on business needs, special events, and continuing education, and developed policies and procedures to ensure adherence and completion by designated staff
- Analyzed completion of daily procedural operations, identified staff performance and development opportunities, and provided all outgoing client contact and correspondence while maintaining excellent customer service
- Implemented organizational techniques to ensure accuracy of product orders and fulfillment compliance, scheduled and coordinated monthly educational events for staff with various vendors, and coordinated with social media and marketing staff to develop and implement marketing campaigns featuring promotional events and future educational projects
- Developed a training and procedures manual for the Salon Administrator/Coordinator role, including all completed/ongoing projects and timelines, daily duties, and performance evaluation guidelines for staff
- Coordinated recruitment activities, identified and contacted qualified candidates, followed up on leads from various sources, developed professional relationships with recruited talent to gain understanding of their qualifications, certifications, and desired types of opportunities, performed candidate screening, participated in interview sessions, and prepared job offers.
Customer Service Representative
TMX Finance
AUSTIN, TX
03.2014 - 10.2014
- Facilitated marketing campaigns by maintaining communication with business partners as well as previous/existing customers
- Coordinated negotiation of loan amounts between customers and company management
- Scheduled and coordinated all outreach events with potential business partners to promote company sales and expose partnerships
- Managed and analyzed marketing campaign projects to ensure the quality of business partnerships was in compliance with company strategic goals
- Evaluated and analyzed the performance of business partnerships, including risk management within partnerships to regulate adherence to company strategic marketing goals
- Conducted collections and provided oversight on all aspects of loan transactions, including customer interactions and new sale acquisitions
- Maintained accuracy of data and accounting, including applications, vehicle appraisals, analysis of information, and final loan awards
- Conducted collection calls, evaluating account progress and monetary results in order to minimize loss and increase gains
- Adhered to company policies regarding the confidentiality of sensitive customer information.
Exercise Instructor & Coordinator
Texas Sports Medicine Center
TOMBALL, TX
12.2012 - 02.2014
- Led all communication efforts for the Texas Sports Medicine Center (face-to-face interactions, multi-line phone answer/page, and electronic correspondence) with various customers, special training vendors, and facility maintenance staff
- Coordinated daily schedules of 6 personal trainers; managed availability and promoted special training programs and events
- Coordinated daily schedules of 5 group exercise instructors, conducted marketing of promotional sales periods for all group classes, organized and coordinated all efforts to survey customers to analyze levels of interest on potential training programs, and developed engaging exercise class curriculum in an effort to increase member participation levels
- Assisted current members and potential members with all concerns, while proactively seeking opportunities for enrollment and additional services, ensured retention of current memberships through the execution and management of marketing campaigns featuring special programs and exercise classes, provided general membership assistance including filing of applications, member file maintenance, and membership collections, conducted beginner exercise programs and group exercise classes, and performed general fitness assessments for all members.
Recreation Coordinator/Lead, Camp Counselor
Camp Zephyr
SANDIA, TX
05.2010 - 12.2012
- Supported camp leadership in the oversight of activities, including scheduling special events, monitoring campsite maintenance, and coordinating and evaluating the performance of the recreation team
- Scheduled special events according to camp age groups, organized kids camp and teen camp recreational events, and planned weekly camp closing ceremonies
- Planned and organized recreational activities for up to 500 camp guests weekly, coordinating various recreation teams and camp facility maintenance groups
- Managed a recreation team of 10 individuals, led recruitment efforts, delegated responsibilities, evaluated performance, and provided training opportunities
- Coordinated camp facility maintenance groups to ensure adherence to health codes and camp standards, organized recreation staff training, and provided general oversight of camp programs
- Maintained an efficient working environment for staff and guests, delivering excellent customer service to meet guest quality standards throughout their stay.
Education
Kinesiology, B.S. -
East Texas Baptist University
01-2012
Skills
- Contract Management
- Business Administration
- Expense Tracking
- Performance Management
- Staff Development
- Complex Problem-Solving
- Verbal and written communication
Certification
Certified Texas Contract Manager (CTCM), 04/2018-04/2027
Management Development Program Certificate, UT Governor's Center for Management Development, 11/2022
Abilities
Government policies, Computer (MS Office, Email/Outlook, Spreadsheets, Social Media), Project Management (task management, prioritization, delegation, scheduling, negotiation, contract management), Organization, Communication (written and verbal, bilingual English/Spanish), Ability to Work Under Pressure, Analyzing Complex Data, Cross-functional Coordination, Decision Making, Time Management, Self-motivation, Conflict Resolution, Leadership, Adaptability, Teamwork, Creativity, and more
Accomplishments
- Recipient of the OAG Child Support Division "Emerging Leaders Award" for 2021
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Contract Administration Manager I (Additional Duties Acquired Due to Retirement of Director)
Office of the Attorney General
09.2023 - Current
Contract Administration Manager I
Office of the Attorney General
06.2022 - Current
Contract Specialist V
Office of the Attorney General
09.2021 - 06.2022
Program Specialist V/Contract Specialist IV
Office of the Attorney General
07.2017 - 09.2021
Child Support Officer II, Special Collections Unit
Goodwill Staffing- OAG Child Support Division
12.2016 - 07.2017
Chat Specialist, Mexico Apple Online Store
Apple Inc.
03.2016 - 12.2016
Salon Administrator/Coordinator
Janet St. Paul Studio for Hair
11.2014 - 03.2016
Customer Service Representative
TMX Finance
03.2014 - 10.2014
Exercise Instructor & Coordinator
Texas Sports Medicine Center
12.2012 - 02.2014
Recreation Coordinator/Lead, Camp Counselor
Camp Zephyr
05.2010 - 12.2012
Kinesiology, B.S. -
East Texas Baptist University