MELISSA K PARVIN
Senior Contract Manager
Alabaster,AL
Summary
15+ years’ experience in engaging & leading diverse multi-departmental teams to exceed expectations and results as an area sales manager, senior contract manager, project manager, and sales analyst.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer
AT&T
Birmingham, Alabama
05.2016 - Current
- Analyze contracts to ensure compliance with company policies, government, and commercial specifications and requirements
- Manage the highest revenue-generating contract portfolio, representing $70.5 million of annual revenue
- Negotiate contract modifications, provide insight and expertise to remove roadblocks, and deliver solutions while protecting company investments
- Redesigned and automated customer communication resulting in a 91% increase in average customer responsiveness and a 47% reduction in company response to customers
- Proposed and implemented a multi-departmental solution in response to federal regulation impacting 10,000+ contracts
- The solution accounted for contract requirements, unique commission structures, a constantly changing customer base all while keeping the customer experience at the core
- Advises senior leadership of contractual rights, obligations, and risks on a variety of agreements
- Developed and delivered national training for new Contract Managers and Sales Program Analysts
- Created visually impactful dashboards in Excel for data reporting using various Excel tools inclduing pivot tables and VLOOKUP
- Extracted, interpreted and analyzed data to identify key metrics and transform raw data into meaningful, actionable information.
Sales Program Execution Analyst
AT&T
Birmingham, Alabama
11.2014 - 05.2016
- Reengineered compensation reporting for sales teams to clearly show opportunities and growth resulting in an increase of +25% take right after 1st month
- Eliminated redundant process steps by developing an automated contract form that consolidated redundant data entry steps, reducing 62% of errors and contract creation time by 48%
- Managed multiple regional projects, gathered needs analysis data, and then interpreted results to leadership.
Area Retail Sales Manager
AT&T
Birmingham, Alabama
08.2009 - 11.2014
- Managed 100+ indirect and direct reports including recruitment, performance improvement plans, and job performance evaluations
- Conducted internal investigations and collaborated with legal counsel on initiating appropriate progressive discipline
- Developed and facilitated market-wide customer treatment training focusing on conflict resolution and communication skills
- The training resulted in an 11% increase in positive customer surveys, which allowed the team to lead the state for 2 consecutive years
- Mediated discussions between employee union representatives and the company to reconcile differences and resolve grievances
- Developed sales strategies based on each store’s unique customer demographic, product availability, and market trends that resulted in a 19% increase in sales year of year
- Provided strategic direction and leadership to Retail Sales Managers through one on one coaching based on sales floor observations and metric attainment data
- Consulted on future retail store locations by researching area demographics, traffic patterns, and customer buying history
- Designed sales incentives across multiple locations to increase sales results while improving market morale.
Education
Bachelor of Science Degree - Marketing, Finance
University of Montevallo
08.1995 - 12.1999
Customer Facing Agile Project/Program Management AT&T Certification Agile Technical Project/Program Management AT&T Certification - undefined
Skills
Personnel training and development
Customer Relationship Management Software (CRM)
Data quality assurance processes
Project Management
Data validation
Data analysis
MS Office
Timeline
Senior Customer
AT&T
05.2016 - Current
Sales Program Execution Analyst
AT&T
11.2014 - 05.2016
Area Retail Sales Manager
AT&T
08.2009 - 11.2014
Bachelor of Science Degree - Marketing, Finance
University of Montevallo
08.1995 - 12.1999