Customer service professional with progressive experience and proven ability to determine and implement process control improvements and to manage P&L objectives, exceeding corporate business plans. CUSTOMER SERVICE * LEAN TRAINING * LEAN PROGRAM MANAGEMENT * DATA ANALYSIS SUMMARY OF QUALIFICATIONS Ten plus years experience driving administration of enterprise-wide lean projects with significant success developing and managing relationships with cross-functional areas, keeping project timelines and budgets in check. Extensive experience managing a diverse range of functional business areas including customer service, sales and marketing, finance, logistics, procurement and employee management. Reputation as self-directed professional with excellent persuasive presentation, negotiation and sales closing skills utilizing collaborative relationship selling and direct selling experience. Outstanding organization and communication skills, building solid relationships, generating top-quality results through broad and deep product knowledge and integrity. Proven leader that takes initiative, anticipates needs and accomplishes tasks without supervision. Tactful and diplomatic in high-pressure, multi-task situations; confidently and competently handles behavioral situations in the most positive manner. Resourceful problem solver with demonstrated ability to conceptualize solutions to difficult situations and employ practical, cost-effective strategies.
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Energetic work attitude
Computed Data Reports
Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
11/2012 to Current
BILLING SPECIALISTRicoh Americas Corporation － Duluth, GA
Enter maintenance/contract data into billing system as sold by sales professionals for state & local govt.
businesses in the Northeast territory.
Handle complex contract billing (i.e., multi-machine, multi-metered and lease complex accounts) Create and maintain contract records for billing.
Set-up and terminate contracts.
Negotiate contract re-writes with customers.
Up-sale new equipment and supplies.
With the use of Excel, I provide daily contract status reports to Senior Management.
Process credit adjustments to accounts.
Re-bill invoices when errors have been identified.
11/2006 to 11/2011
SENIOR INVENTORY ANALYSTAutotrader.com － Atlanta, GA
With the use of Excel, I formulated historical and current monthly statistical data for National Sales Team and Campaign Team, based on extensive database analysis, to keep team appraised on brand availability and to advise which advertisement spaces were available for sale, optimizing sales and minimizing refunds.
Developed and documented the company's workflow and quality control processes, which reduced the department's overall error rate by 70% during the first month of implementation.
Entrusted with lean training for the National Sales Team, including Campaign Coordinators and Managers, in classes with capacity of 25 students each, instructing how to sell web ad space effectively, utilizing the site for campaigns, supporting the sales goals of over forty vehicle manufacturers, foreign and domestic.
Delivered presentations to National Sales Team on effective ways to sell ad space and introduced new products.
Trained National Sales Team on the use of existing and new ad campaigns and how they are to be sold to the agencies, which increased sales.
03/2004 to 03/2006
SENIOR ACCOUNT RESOLUTION REPRESENTATIVEIKON Office Solutions － Duluth, GA
Investigated and resolved all manner of customer service issues including billing accuracy, insurance queries, equipment issues and account modifications for individual and corporate accounts.
Processed credit adjustments to accounts.
Re-billed invoices when errors had been identified.
10/1999 to 12/2003
SENIOR ACCOUNT MANAGERNextel Communications － Norcross, GA
Responsible for 15-person team, selling to major accounts including The Coca-Cola Company, including traveling to corporate accounts and handling any billing discrepancies.
Developed and presented new procedure training sessions, instructing classes of 20 employees.
Spearheaded each sales lifecycle utilizing the Nextel sales methodology and standard operating procedures to negotiate and finalize the long sales cycle.
Served as project manager for the three-state Southern Customer Care region, collaborating with internal divisions to monitor cancellation database, determining reasons for cessation of service and areas where customer service could be improved and reported findings to senior management.
MASTER OF BUSINESS ADMINISTRATION: MarketingAMERICAN INTERCONTINENTAL UNIVERSITY － Hoffman Estates, ILMarketing 3.6
BACHELOR OF BUSINESS ADMINISTRATION: Operations ManagementAMERICAN INTERCONTINENTAL UNIVERSITY － Hoffman Estates, ILOperations Management 3.5 cum laude
Proficient in Microsoft Office, Lotus Notes, SAP, Oracle CRM, Oracle
ERP, Dart Enterprise, Solbright and Ensemble CSM