Theresa Amissah
Hillside,NJ
Summary
Experienced Contract Specialist with 10 years of experience in contract administration and management. Proficient in monitoring contractor's performance with contract requirements and contract funding and expenditures. Detail-oriented in planning and managing procurement programs and contracting activities. Thorough in administering contract processes and ensuring policy and regulatory compliance. Committed to resolving contractor performance issues by devising solutions.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Contract Specialist
New Jersey Transit
Newark, NJ
10.2011 - Current
- Oversight of Service Provider Contracts throughout State of New Jersey servicing 18 of 21 counties with over 400+ vehicles, consisting of six (6) primary locations and two (2) satellite facilities
- Appointed member of Technical Evaluation Committee (TEC) established for selection of qualified service providers to perform paratransit work as outlined in RFP
- Read and score proposals, interview Service Provider candidates and potential staff
- Manage contractual guidelines for service provider contract start-ups and transitions
- Maintain records of Service Provider performance, ensuring enforcement of all service standards
- Develops specifications for ADA/Access Link policies and procedures, Bulletins, and Service Provider contracts
- Conduct regular field observations to monitor Service Provider activity, ensuring compliance in service delivery, dispatching, scheduling, driver training, customer feedback, contractor ID authorizations, vehicle operation, vehicle maintenance, Service Provider billing, reporting and any other service quality concerns
- Conduct analysis of performance data, collected through audits of day to day operations, monthly reports, and provide recommendations for corrective action
- Collaborate with Customer Service & Operations to ensure quality and timely follow up is made to customers regarding Access Link service
- Regarding trends in customer concerns, service delivery issues and strategies to determine actions steps
- Participate in ADA Services outreach activities and special events including evening and weekend forums
- Maintained digital and paper and contractual files, ensuring compliance with regulatory mandates and company policies.
- Conducted quality reviews and monitored contract performance.
- Examined records and business information from vendor to confirm adherence to government regulations.
- Directed and conducted initiatives to perform contract administration using firm fixed price, time and material and agency indefinite quantity contracts.
Monitored Agent Activity Supervisor and Assistant
New Jersey Transit
Newark, NJ
05.2011 - 10.2011
- Received incoming calls from people with disabilities regarding service delivery, status checks cancellations and overall service
- Received calls from Service Provider Service Controllers in response to late trips, cancellations, passenger no-shows, service problems, vehicle breakdowns, accidents, and complaints
- Communicated late arrivals to passengers due to traffic, vehicle breakdowns, accidents or incidents
- Communicated passenger or schedule changes to Service Controllers to be dispatched to drivers
- Utilized schedule itineraries, Mobile Data Terminal (MDT) and Automatic Vehicle Locater (AVL) to assist passengers with questions or concerns regarding service
- Maintain Access Link program files, logs, records, and related correspondence, including address, passenger codes and other information regarding service delivery on Trapeze/PASS system
- Researched fares for passenger fare disputes using Automated Travel Information System (ATIS)
- Operation Supervisors in their absence
- Handled all first line escalations from Reservationist and Service Monitors in addition to escalations from Service Providers
- Monitored agent activity and took necessary action with agents in nonproductive modes
- Ensured adequate staff coverage for phone lines.
- Recommended changes to policies and procedures to maximize team efficiency and productivity.
- Coordinated with day shift supervisor to balance staffing as workloads changed.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Monitored workflow to improve employee time management and increase productivity.
- Acquired service knowledge to provide solutions to over 50 customers daily.
Monitor / Operations Monitor
Paratransit Service
Newark, NJ
12.1999 - 10.2011
- Interacted well with customers to build connections and nurture relationships.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reported issues to higher management with great detail.
- Trained new employees on proper protocols and customer service standards.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
- Managed, trained and motivated personnel to continuously improve knowledge and abilities in Paratransit field.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Monitored number of calls received and returned by employees on weekly, monthly and quarterly basis.
- Managed over 100 customer calls per day.
Education
Bachelor of Science - Business Administration in Management
Saint Peters University
New Jersey 09.2011 - 05.2015
Skills
Microsoft Office (Outlook, MS Word, Excel, Windows)undefined
Accomplishments
I've completed NJ Transit training and development courses in:
- Gold Level Customer Service Supervision I
- Making the Transition Supervision II
- Leading Teams
- Resolved product issue through consumer testing.
- Sigma Beta Delta International
- Honor Society Dean’s List
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Do something today that will make future you will happy.
Timeline
Contract Specialist
New Jersey Transit
10.2011 - Current
Bachelor of Science - Business Administration in Management
Saint Peters University
09.2011 - 05.2015
Monitored Agent Activity Supervisor and Assistant
New Jersey Transit
05.2011 - 10.2011
Monitor / Operations Monitor
Paratransit Service
12.1999 - 10.2011
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