Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Federal Experience
Personal Information
Additional Work Experience
Volunteer Experience
Timeline
Generic

COURTNEY ADDISON

Upper Marlboro,MD

Summary

TS/SCI cleared, Results-driven Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Project Manager

General Services Administration
10.2020 - Current
  • Currently serves as primary Contracting Officer's Representative (COR) and Lead Project Manager within Federal Systems Integrations and Management Center (FEDSIM) providing assisted acquisition services to various Department of Defense (DoD) clients.
  • Currently lead cross-functional Integrated Project Teams (IPT), managing task orders from project initiation through post-award , providing contract management for highly complex cost plus award fee (CPAF) task orders up to $1.4 billion.
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.

Customer Service Manager

Pension Benefit Guaranty Corporation
08.2011 - 10.2020
  • Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Planned, designed, and scheduled phases for large projects.
  • Met project deadlines without sacrificing build quality or workplace safety.
  • Established effective communication among team members for enhanced collaboration and successful project completion.
  • Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
  • Managed a contract team of 80 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.

Chief Operating Officer/Owner

Care for Life Health, Inc. (NPI): 1316201296
08.2009 - 02.2013
  • Oversaw day-to-day operations to keep the on-call medical staffing agency running smoothly while meeting business goals.
  • Mentored team members by sharing knowledge, offering guidance, and providing constructive feedback; fostering a culture of continuous learning and development within the organization.
  • Oversaw day-to-day operations across multiple departments, ensuring timely delivery of projects and streamlined workflows.
  • Guided teams through periods of significant change by providing clear communication and decisive leadership during transitions.
  • Negotiated contracts and agreements to secure favorable terms and maximize profits.
  • Negotiated favorable vendor contracts for cost-effective procurement solutions that supported business growth objectives.
  • Established key performance indicators for each department to track progress towards organizational goals effectively.
  • Improved employee satisfaction and reduced turnover through the development of effective training programs and performance management systems.

Contact Center Analyst

Pension Benefit Guaranty Corporation
05.2007 - 08.2011
  • Served as a Contact Center Analyst supporting the Customer Contact Center (CCC) by using qualitative and quantitative analysis and other methods to improve the efficiency of the work products, processes, and methods within the CCC.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Queried databases for information needed for report processing.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.

Education

MBA: Business Administration -

University of Maryland Global Campus (UMGC)
Adelphi, MD
01.2017

BS in Information Systems Management and Computer Science -

University of Maryland Global Campus (UMGC)
Adelphi, MD
01.2003

Skills

  • Project planning and development
  • Quality Assurance
  • Forecasting
  • Scope Management
  • Project Scheduling
  • Project tracking
  • Strategic Planning
  • Customer Relationship Management

Certification

  • Federal Acquisition Contracting Officer's Representative Certificate (FAC COR III)
  • Federal Acquisition Program/Project Managers (FAC P/PM III)

Accomplishments

  • Received an award (Mobilizing the Workforce) in May 2020 for successfully leading an integrated project team (IPT) to transition 120 contract employees to a virtual call-center environment due to COVID 19 with strict time constraints. The IPT effectively managed the project from the acquisition planning phase, developing requirements, and coordinating tasks, and implementing operational activities. As a result, the project was completed ahead of schedule.
  • Successfully transitioned into the middle of $1.4 billion DoD acquisition during the acquisition phase (after source selection) as an IPT lead. Successfully managed the IPT team, coordinated tasks, facilitated project status meetings, tracked deliverables, and managed the project schedule to ensure that the contract was awarded in a timely manner.
  • Served as Technical expert for developing acquisitions strategies within the Customer Care Division (CCD). Provide expertise in selecting contract vehicles, drafting statements of work (SOW), drafting performance work statements (PWS), developing technical requirements, conducting market research, developing independent government cost estimates (IGCE), and drafting sole source justifications.
  • Served as a division representative and as a voting member on the Participant Management Services Change Control Board (PMS CCB) to review and prioritize proposed changes to the scope of various PMS IT projects and to prioritize proposed changes to the business, technical, and functional aspects of departmental information systems.

Federal Experience

Yes, GS-301-13, None, Top Secret/SCI

Personal Information

Citizenship: Yes

Additional Work Experience

Chief Operating Officer/Owner, Care for Life Health, Inc. (NPI): 1316201296, 9701 Apollo Drive, Largo, MD, 20774, 08/2009, 02/2013, Owned and Operated an on-call medical staffing agency providing Certified Nursing Assistants (CNA), Licensed Practical Nurses (LPN), and Registered Nurses (RN), and other miscellaneous medical staff to various assisted living facilities. Provided home health aides and home-based skilled nursing services for the Veteran's Administration. The following is a partial list of clients served: - The Chevy Chase House, Washington, DC - The Virginian, Alexandria, VA - Veterans Administration, Washington, DC Notable accomplishments include: - Develop, write, implement, and provide oversight for the business operations, financials, human resources, and organizational compliance. - Implement strategic planning, budgeting, and forecasting of business requirements to improve business processes. - Built strong relationships with key external stakeholders, government agencies, and clients. - Provide oversight of recruitment and hiring of professional and non-professional staff, training, coaching, performance evaluations, staffing schedules and workloads, and terminations, if necessary. - Recommend merit increases, promotions, and disciplinary actions, as necessary. - Developed and implemented organizational policies and procedures. - Resolved problems related to staffing, building facilities, equipment, and supplies. - Delegate authority and responsibility as appropriate.

Volunteer Experience

  • Voting Member, PBGC Participant Management Systems Change Control Board, PBGC Participant Management Systems Change Control Board, 2017, Present, Participate in all change control board (CCB) meetings. Represent my department for any system changes, changes to scope to departmental IT projects, and system functionality. Disseminate key information, decisions, and priorities to senior management. Review project change requests and evaluate their impact to the project scope, cost and schedule. Represent the interests of all stakeholders who may be impacted by the change. Review and accept process improvement deliverables submitted to the CCB.
  • Panel Member, Technical Evaluation Panel (TEP), Technical Evaluation Panel (TEP), 2018, 2019, To complete a comprehensive evaluation of each technical, past performance, and cost/price proposal submission in accordance with the RFP and procedures set forth in the Source Selection Plan. Independently evaluate and rate proposals in an impartial and equitable manner and prepare written evaluations reports. The TEP report shall include the strengths, weaknesses, risks, deficiencies and any areas requiring clarification to support a rating. Participate in a consensus meeting with the TEP Chair. Support any post source-selection activities, such as debriefings and post-award reviews/meetings, as required.
  • Mentor, Upward Mobility Program, Upward Mobility Program, 2009, 2011, Developed an action plan to assist in developing competencies needed to reach career goals. Trained the mentee on various departmental processes and program. Provided feedback and evaluation of work performance.

Timeline

Senior Project Manager

General Services Administration
10.2020 - Current

Customer Service Manager

Pension Benefit Guaranty Corporation
08.2011 - 10.2020

Chief Operating Officer/Owner

Care for Life Health, Inc. (NPI): 1316201296
08.2009 - 02.2013

Contact Center Analyst

Pension Benefit Guaranty Corporation
05.2007 - 08.2011

MBA: Business Administration -

University of Maryland Global Campus (UMGC)

BS in Information Systems Management and Computer Science -

University of Maryland Global Campus (UMGC)
  • Federal Acquisition Contracting Officer's Representative Certificate (FAC COR III)
  • Federal Acquisition Program/Project Managers (FAC P/PM III)
COURTNEY ADDISON