Attachment_06_Key_Personnel_Supplement__1.pdf
PDF 285 KB Posted
- Solicitation number
- BPM005633
- Issued by
- Arizona
About this file
This document is a Key Personnel Supplement attachment to a Technical Proposal for Solicitation No. BPM005633 submitted by MasterWord for the State of Arizona's Foreign Language Interpretation and Translation contract. The proposal outlines MasterWord's account management structure and key personnel assignments to support the State of Arizona throughout the contract term. The organizational structure includes a dedicated full-time Account Management team responsible for contract implementation, operational oversight, reporting, and quality assurance. MasterWord commits to never outsourcing relationship management and will provide 24/7/365 support across multiple service departments including Interpreting Services, Translation & Localization Solutions, Contract Administration, Human Resources and Talent Acquisition, and Accounting.
The proposed account structure assigns Graciela Zozaya as the Strategic Solutions Executive and Allocated Account Manager, with Dawn Harris serving as the Contracts & Privacy Official and Day-to-Day Account Manager for AISD. Service management will be led by Ian McKamey (Director of Interpreting Services), Alex Zinchenko (Director of Localization & Document Translation), and Karina Morfin (Manager of Remote Interpreting Services). Supporting activities will be managed by Nery Mazariegos (Talent Acquisition), Evan Wilson (Information Technology & Systems and Security Official), and Melissa Seymore (Accounting & Finance). The proposal emphasizes that all Account Management team members are MasterWord employees dedicated to the State of Arizona account, with established processes for quality control, cost management, timely delivery of services, and compliance with applicable requirements.
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Text version
TECHNICAL PROPOSAL
SOLICITATION NO. BPM005633 Page 20 of 106
FOREIGN LANGUAGE INTERPRETATION AND TRANSLATION
ATTACHMENT 06
KEY PERSONNEL SUPPLEMENT #1
ACCOUNT MANAGEMENT
MasterWord will assign the State of Arizona a highly qualified Account Management team to manage contractual, operational, reporting, and other requirements. A dedicated full-time team of MasterWord employees supports each client account. We never outsource relationship management. The following departments will support the account during the Contract term:
MASTERWORD ACCOUNT MANAGEMENT STRUCTURE
MASTERWORD ACCOUNT
MANAGER
The Account Manager is responsible for contract implementation and monitoring all service delivery activities, ensuring the quality of all deliverables, controlling contract costs, and providing overall leadership and guidance to MasterWord Project Managers. The Account Manager is the main point of contact for all contract-related questions and issues, as well as the point of escalation.
MASTERWORD INTERPRETING SERVICES
DIRECTOR OF INTERPRETING
SERVICES
■ LEP Services Scheduling Specialists
■ D/HH Services Scheduling Specialists
The Director of Interpreting Services is responsible for managing the performance and completion of all spoken and sign language interpreting engagements. Scheduling and administrative staff of the Interpreting Services Department will ensure 24/7/365 support, timely allocation of qualified resources, excellent and consistent performance, and compliance with applicable requirements..
MASTERWORD TRANSLATION & LOCALIZATION SOLUTIONS
MANAGER, TRANSLATION &
LOCALIZATION SOLUTIONS
■ Primary/Dedicated Translation Project Manager
■ Backup Translation Project Manager
The Manager of Translation & Localization Solutions is responsible for managing the performance and completion of all document translation and transcription engagements, providing quote estimates where needed. The Manager ensures the most efficient provision of services, the uniform format in languages requested, an excellent and consistent performance 24/7/35, and at the same time, introduces ongoing process efficiencies.
MASTERWORD CONTRACT ADMINISTRATION
CONTRACT ADMINISTRATION
SPECIALIST
The Contract Administration Specialist ensures the timely execution of contract documents by MasterWord’s authorized signatory, updating MasterWord’s ERP with contract terms and service level agreements, distributing applicable requirements to operations and administration staff within MasterWord, ensuring timely execution of renewals, POs, and other related contract documentation.
MASTERWORD HUMAN RESOURCES, TALENT ACQUISITION & TALENT MANAGEMENT
HR MANAGER
■ Talent Acquisition & Management Specialists
The HR Manager manages all human resources activities, including in-house and freelance linguists and project managers pre-qualifying, recruiting, training, testing, credentialing, compliance, and performance monitoring.
MASTERWORD ACCOUNTING
SR ACCOUNTANT
Accounts Receivable Specialists
The Sr. Accountant is responsible for effective invoicing, billing processes based on the contract terms, and providing the State of Arizona with timely invoices with accurately itemized costs for each interpretation and translation service.
TECHNICAL PROPOSAL
SOLICITATION NO. BPM005633 Page 21 of 106
FOREIGN LANGUAGE INTERPRETATION AND TRANSLATION
ACCOUNT MANAGEMENT TEAM
MasterWord will assign a designated Account Manager to the State of Arizona, who will be the primary contact for project implementation and work to ensure successful onboarding at each level. The Account Manager provides timely project implementation through completion with close attention to quality, accuracy, and consistency. The Account Manager has the authority, flexibility, and experience to customize solutions based on dynamic client needs. They are also a liaison between clients and MasterWord’s operations personnel, executive management, and experts within MasterWord to respond to specific requests to develop deeply customized workflows within individual service lines.
PROPOSED ACCOUNT STRUCTURE
STATE OF ARIZONA, RFP BPM005633
AC
C
O U
N T
M
AN
AG
EM
EN
T GRACIELA ZOZAYA
STRATEGIC SOLUTIONS EXECUTIVE &
ALLOCATED ACCOUNT MANAGER
DAWN HARRIS
CONTRACTS & PRIVACY OFFICIAL &
ALLOCATED DAY-TO-DAY ACCOUNT MANAGER
FOR AISD
SE
R
VI
C
E M
AN
AG
EM
EN
T IAN MCKAMEY
DIRECTOR, INTERPRETING
SERVICES
ALEX ZINCHENKO
DIRECTOR, LOCALIZATION
& DOCUMENT TRANSLATION
KARINA MORFIN
MANAGER, REMOTE
INTERPRETING
SERVICES
SU
PP
O R
TI
N
G
AC
TI
VI
TI
ES
NERY MAZARIEGOS
TALENT ACQUISITION
EVAN WILSON
INFORMATION TECHNOLOGY
& SYSTEMS (SECURITY
OFFICIAL, SECURITY &
PRIVACY INQUIRY
MELISSA SEYMORE
ACCOUNTING & FINANCE
SE
R
VI
C
E D
EL
IV
ER
Y
INTERPRETERS TRANSLATORS OTHER SPECIALISTS, AS REQUIRED
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