Abdoul Keita
Bethesda,MD
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Articulate with excellent written communication skills.
Overview
10
10
years of professional experience
Work History
Program Contract Specialist
ABM Mission Critical
09.2023 - Current
- Review contract language negotiation for customer and subconsultant agreements
- Provided exceptional customer service to diverse clientele even in high-stress environments
- Responds to technical and substantive requests for information related to research program, application submission and award (grant) management
Implements program objectives, policies, procedures and processes to administer, monitor and evaluate effectiveness and productivity of research program - Managed over 150 accounts and play huge role on client retention.
- Assist internal teams with project closeout documentation, ensure project controls are met
- Coordinate critical dates and follow-up to ensure smooth project implementations
- Interacting with internal and external land stakeholders to finalize agreements and documentation
- Assist in securing contractors to implement random and routine testing and facilitating drug testing policy administration, procedures and practices
- Participate in planning and decision-making for use of program resources
- Interpret new or established policy or regulations to determine and advise on their impact on mission operations and performance management
- Identify and respond to trends of program and keep them operating at or above satisfactory levels
- Reduced expenditures by through implementing cost-saving measures
- Managed bidding process and award of purchases and delivery orders for construction contracts
- Performed in-depth market research, identified optimal acquisition strategies and prepared contracts for approval
- Liaised with outside organizations and financial management analysts to negotiate contract details.
Incident Support Manager
ORACLE
10.2021 - 05.2023
- Responsible for overseeing all cloud infrastructure and escalations for global customers while providing support lines for escalation calls and managing incidents for hosted customers
- Significantly increases visibility and awareness of incidents across various lines of business by engaging with technical teams to resolve issues and delivering consistent escalation
- Provide software and systems technical support for various products, as well as contribute to process/service improvements, innovation, and knowledge sharing
- Prioritize incidents based on business impact and major threat levels while remaining calm during high-priority incidents and delivering consistent, quality mentoring to staff.
- Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability
- Created, prepared, and delivered reports to various departments
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
Property Assistant
BROOKFIELD Asset Management
07.2019 - 09.2021
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services
- Participated in property inspections, managed overtime/billing, created invoices, and oversaw all daily activities involving property management
- Coordinated with janitorial and engineering staff on maintenance and upkeep
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes
- Planned special events such as lotteries, dedications and project tours
- Implemented and enforced policies and procedures to maintain properties to highest standards
- Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments
Client Service Manager
TOWER COMPANIES
01.2017 - 06.2019
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Created and reviewed invoices to confirm accuracy
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information
- Took ownership of customer issues and followed problems through to resolution
- Successfully managed budgets and allocated resources to maximize productivity and profitability
- Created customer support strategies to increase customer retention
- Leveraged data and analytics to make informed decisions and drive business improvements
Customer Success Manager
JBG SMITH
10.2014 - 12.2016
- Work closely with sales leaders to develop account management and sales strategies to sustain and grow value of each customer relationship
- Regularly monitor technology tools to ensure customer retention and sales are maximized, and service levels are maintained according to established KPIs.
- Utilized customer feedback to inform changes and improvements to customer success plans
- Established strong relationships with key customers, resulting in increased customer loyalty
- Set aggressive targets for employees to drive company success and strengthen motivation
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Controlled resources and assets for department activities to comply with industry standards and government regulations
Education
Bachelor of Science (B.S.) - Human Resources Management
University of Maryland
College Park, MD12.2017
Skills
- Yardi
- Zendesk
- ServiceNow
- SQL
- OnQ
- Fosse
- Jira
- Salesforce
- Pager Duty
- PaaS
- HubSpot
- SaaS
- Contract proposals
- Research and analysis
- Pricing Analysis
- Contract performance monitoring
Awards
- Marriott Employee of the Month, 2013 and 2015.
- Ritz Paris Best Check in Experience Award 2007
- Best Concierge Experience Award.
Timeline
Program Contract Specialist
ABM Mission Critical
09.2023 - Current
Incident Support Manager
ORACLE
10.2021 - 05.2023
Property Assistant
BROOKFIELD Asset Management
07.2019 - 09.2021
Client Service Manager
TOWER COMPANIES
01.2017 - 06.2019
Customer Success Manager
JBG SMITH
10.2014 - 12.2016
Bachelor of Science (B.S.) - Human Resources Management
University of Maryland
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