Contract Administrator who consistently exceeds revenue goals, leads departmental meetings and training workshops, assisting in revenue growth, developing excellent customer service, and thriving in a deadline-driven environment.
Experience
Contract Administrator, 2012 to 05/2015 Grubhub – Hull, MA,
Generate reports to identify when Installation Coordinators have established a functional location for new equipment. Create Installation Contracts that track costs of installing the equipment and create the framework for the paperwork flow.
Set up Warranty Contracts that involve audits/checks; examples: Confirm turnover in SAP; Check sales orders to identify extended warranties or other agreements made with customer; Identify/cancel existing agreements; Determine if leasing information impacts the Warranty Contract.
Create Service Contracts in Share and utilizes Services Marketing Price Book, including: Audit pricing, dates, signatures, coverage/deliverables, and any changes; Check for open service notifications; Check/audit leasing deals with concurrent Service Agreements—including variable start times; Contact Siemens Financial for leased Service Agreements; Confirm customer purchase order or alternative budget acknowledgements; Initiate the process to obtain vendor contracts for specialized services related to the overall Service Contract; Notify Sales and other key individuals when all contract details have been entered.
Responsible for key reports; examples: Duplicate Contracts, CAP Reports, 120-Day Expiration Report, Purchase Order, Purchase Order changes, Service Histories, and Revenue reports as required; Monitor reports, make changes, and inform Sales or other stakeholders.
Serve as the contract reference/resource—providing information and answering questions from stakeholders; Work to resolve issues and disputes; Ensure that contracts are recognizing proper revenue. Issue credits and re-bill, as required.
Install Base Administrator, 01/2011 to 01/2012 Berkshire Hathaway Homeservices Blake Realtors – Castleton On Hudson, NY,
Create customer partners for Service.
Create functional locations from Sales Orders and from direct shipments of equipment by the Business Units.
Attach, create, and validate equipment records in SAP.
Track the receipt of Installation Documents and escalate as required.
Validate Installed Base at the time of installation.
Create Functional Locations for Third Party Sales.
Research and correct errors forwarded from Service Coordinators regarding material and serial number issues.
Validate and maintain data in the Installed Base that has been submitted by the CSE via PRISM.
Manage missing Installation paperwork through the use of Notifications.
Create and manage Partner Data.
Create and maintain Web IDs.
CustomerCare Coordinator, 01/2008 to 01/2011 Berry Plastics – Tacoma, WA,
High attention to detail, analytical skills and commitment to quality and excellence, excellent communication skills, and ability to follow-up & follow through to completion, team work.
Experienced in SAP.
Ability to work with diverse customer base & different departments.
Perform semi-complex work within area of specialization.
Interpret documented rules, past practices, and instruction on an independent level.
Effectively identify problems as they occur and take appropriate steps to solve.
Point of Service contact for all customers and Siemens personnel who are providing service to customers.
Interpret customer entitlements and provide support and information as required.
Assist in the planning and scheduling for the Field Service Engineers service requests, Planned Preventative Maintenance, and Equipment Modifications/Updates.
Order parts and handle parts arrival coordination with the FSE's.
Update/inform customer's on service requests, including confirmation of the service action.
Conduct administrative, support, and communications tasks as required by Siemens and Service Management.
Real Estate Agent, 01/2006 to 01/2008 REALTYSOUTH – City, STATE,
Licensed Real Estate Agent in the state of Alabama.
Counsel clients through the entire buying and selling process.
Ensured follow through on the mortgage application, arranging the home inspections and of any necessary repairs, coordination with attorney, title company, and other specialist to complete the transaction and ensure and efficient and effective closing.
Dedicated to the enhancement of professionalism in the real estate industry.
Strictly adhere to Alabama Real Estate License Law and the REALTOR Code of Ethics.
Customer Care Supervisor, 01/2004 to 01/2005 CHARTER COMMUNICATIONS – City, STATE,
Served as Customer Care Supervisor for a Billing and Repair Center.
Assigned to supervise a team of 10-15 employees as Broadband Supervisor.
Responsible for the supervision of the customer service staff including those that contribute to the acquisition, satisfaction and retention of customers.
Provide daily, weekly, and monthly reports for Operations.
Supervised the daily activities of the Customer Service Representatives.
Develop and implement individual and team improvement programs.
Assessed employee-training needs, and maintain a positive work environment for employees.
Ensured departmental standards regarding customer courtesy and productivity are maintained, and that budgeted quotas are met.
Regularly monitored call and performance metrics and provide feedback and coaching.
Responsible for personnel administration to ensure compliance with corporate policies.
Interfaced with other departments through written and verbal communication to handle customer situations; research customer complaints and process adjustments.
Education
Bachelors of Science: Marketing, Expected in 1993 University of North Alabama - Florence, Alabama GPA:
Some graduate work: Masters in Private and Public Management, Expected in Birmingham-Southern College - Birmingham, Alabama GPA:
Skills
Windows XP, Microsoft Word, Excel, Outlook, AS400, SAP, PeopleSoft, CMS, SHARE, and Power Point.
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