Colorado State University Pueblo - English
Workforce/Change Management
Program Development
Heather
Nelson
Greater Denver Area
Education
• MSM Global Leadership
• MBA/Marketing Graduate Degree – Colorado Technical University (GPA 3.7)
• Awarded U.S. Design Patent
Lockheed Martin
• Managed ADF call center, ensuring all customer work orders were documented thoroughly, scheduled and completed to the customer’s satisfaction. Scheduled all Engineers, HVAC, Electricians, General Maintenance; as well as, Janitorial workers and multiple fiber ware.
Initiated customer care evaluations for completed work orders/projects, to improve efficiency in order completion.
Assisted Public Affairs office in arranging outside Visitors/vendors presentations.
Developed Quality Assurance program for all General Maintenance workers.
• Managed the integration of two new strategy systems for the Customer. Worked with system developers to ensure proper tool development.
Ability to understand technical systems led to becoming subject matter expert in two weeks.
Developed training and trained internal and external users. Created training videos for external customers.
• Designed Road Show presentation, marketing new systems. Coordinated with external customers to identify their needs with current systems. Marketing strategy promoted the simplicity of new systems, fail safes in place to minimize user error. Ability to input all necessary data into one system as opposed to repetitive entry into multiple systems, reducing data input time by a minimum of 50%.
• Managed reconfiguration of two critical infrastructure operations training facilities.
Verified requirements, established schedule, and coordinated design. Ensured trades (Engineering, General Maintenance, Fiber, Electricians) properly upgraded power, relocated projector and screen, reconfigured furniture, installed fiber for three new networks, two printers, and 30 computers. Both high visibility projects exceeded customer expectations and completed $3,000 under budget and on schedule.
Contracting Specialist
• Subcontracted with the USPS to assist the Village Post Office Program (VPO).
o The first two months, increased the contracts awarded 65%, promoted to lead for VPO Contract program.
• Streamlined the solicitation and negotiation process.
o Eliminated third party for identifying competitors, reducing cost and time to initiate negotiations by 50%.
• Managed all VPO contracts in United States.
o Prepared solicitations, conducted negotiations, purchase and award determination recommendations, T & C reviews, modifications and cancellations.
• Expanded business strategies for sourcing of services.
o Coordinated with retail area market representatives on target demographics.
• Liaison with Internal/External customers.
o Briefed, area representatives, program manager and Vice President monthly via telecom on the number of VPO awarded contracts, solicitations and negotiations in progress, policy updates.
Project Lead Customer Relationship Management
• Managed the integration of two new strategy systems for the Customer.
o Worked with system developers & customers to ensure proper tool development.
o Ability to understand technical systems led to becoming subject matter expert in 2 weeks.
o Developed user training and trained users on both systems.
o Created training videos for external customers to learn new systems.
• Managed reconfiguration of two critical infrastructure operations training facilities:
verified requirements, established schedule, and coordinated design. Ensured trades
properly upgraded power, relocated projector and screen, reconfigured furniture,
installed fiber for three new networks, two printers, and 30 computers.
o Both high visibility projects exceeded customer expectations and completed
$3,000 under budget and on schedule.
• Identified process inefficiencies in campus wide work order system.
o Organized stakeholders to develop new process, reduced work order submittal
time by 50%.
• Analyzed current method of identifying critical mission equipment failures caused by power outages. Current procedures were confusing and not based on mission needs.
o Designed maps and check off sheets based on correct mission restoral needs.
Reduced time to identify critical failures and restore mission equipment.
Senior Enlisted Advisor/Administration Dept Head
• Approval Authority for annual training budget of $1.7 Million.
o Provided all essential data for budget expenditures, requirements and liquidation; as well as, budget requirements for the following fiscal year.
o Monthly/quarterly accounting updates of accrual/actual/liquidation reports.
• Governed the Task Management System for Pacific Theatre.
o Responsible for 8 divisions, insuring all deadline required tasks were created, distributed and completed; monthly average over 200 tasks.
• Regulated inefficiencies affecting 256 personnel members drill pay.
o Developed a pay process which reduced the 60 day wait time for pay to 10 days. Midwest Region adopted the process for all Naval Reserve Centers.
• Identified/Corrected several major system discrepancies within Defense Travel System, which impeded the Navy Intelligence community’s’ ability to arrange, liquidate and receive pay for military travel.
• Lead Instructor for all career development and technical training for Southwest Region.
• Executive Office Manager, developed/implemented policies pertaining to system functions and personnel.
o Created/Updated/reviewed 500+ policy setting manuals, instructions, and notices governing direct oversight of government/military operations within the Pacific Theatre; pertaining to approximately 325,000 assigned military/civilian personnel
U.S. Patent
I was awarded a Design Patent
Volunteer Project: The Director, Denis Murray requested assistance to develop a Marketing Plan for attracting both national and international clients; as well, as expanding awareness of their program, CLIMB. This request was brought to me by my CAPSIM coach at Colorado Technical University. I was able to find areas within their current foundation the Director could access to expand their client base, over 200%. Additionally, I advised the Director to leverage the extensive knowledge and networking abilities of his board members. Since this is a non-profit organization, the board members have a responsibility to demonstrate their personal investment to the foundation by being Champions of the foundation, arranging fundraising efforts and bringing awareness to the cause.
Masters of Science Management
Global Leadership
Master of Business Administration (MBA)
Marketing
BS
Business Administration
The following profiles may or may not be the same professor:
The following profiles may or may not be the same professor: