KIMBERLY MANGAN

*** ******** ****** 860-***-****

East Hartford, CT 06108 acdpq6@r.postjobfree.com

PROFESSIONAL SUMMARY

Dedicated, hardworking, detail oriented and objective team leader with experience in

supervising, motivating people, training and developing work plans. Strengths include setting

priorities, problem solving, team building and dependability. Developed strong teams by

providing support, making expectations clear and treating others fairly and with dignity.

Respected by co-workers and both internal and external customers.

PROFESSIONAL EXPERIENCE

RICOH USA (formerly IKON Office Solutions), Glastonbury, CT 1999 – Present

Team Lead Specialist – Customer Billing Northern New England Team (2008 – Present)

Supervise, prioritize and distribute the workload for a team of 17 employees. Monitor

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employee’s progress in completing assignments.

Assist team members with resolution of customer issues and more complex problems.

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responded to and resolved complicated reconciliations and other duties assigned by

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management.

Process Super User functions such as manual credit/re-bills, seeded form changes including

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contract creation/modifications, warranty set ups and SOX audits.

Perform customer visits when complicated issues arise.

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Assist manager with decision making regarding team procedures and direction.

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Recommended suggestions to procedure changes needed to improve productivity and team

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morale.

Travel to marketplace offices, other Customer Care Centers across the country as needed to

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conduct training classes and assist with process updates.

Team Lead / Revenue Champion (2007 – 2008)

Analyze various revenue reports to find billing errors and have corrections made. Report

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findings weekly to Project Lead.

Work with Directors of Service and Revenue Champions from each market place for

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guidance with steps to take.

Researched and resolved data cleansing issues with the Data Cleansing Team as the GCCC

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DCT person prior to a system upgrade.

Process various other duties as requested by management.

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Web Specialist II (2005 – 2007)

Selected by management to head up the implementation of new web meter program and

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team.

Created job responsibilities for the processing of the new

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Web Meter Programs.

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Recruited, hired and trained a staff of six

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NexGen Process Team Member – Test Lead (2004 – 2005)

Member of the NexGen process team that designed tested and implemented the new Oracle

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set up and maintenance screens for cycle billing where I was the test lead for the testing

performed in Atlanta, GA.

Training Specialist (2001 – 2004)

Trained 100+ new hire employees for the Customer Billing Department over a 2 year

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period.

Created new procedural manuals.

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Constructed and performed classroom-training exercises.

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Senior Billing Specialist (1999 – 2001)

Processed billing of invoices to external and internal customers for the Northern New

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England territory.

Calculated and paid sales representatives commissions.

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Set up maintenance contracts and reported daily and monthly tracking numbers.

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NEFCO CORPORATION, East Hartford, CT 1993 – 1999

Supervisor - Inventory Control and Receiving

Managed inventory & procurement process.

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Supervised a staff of twelve people. Conducted employee reviews.

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Trained employees in various job functions.

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Maintained pricing contracts, purchased inventory, processed both accounts receivable and

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accounts payable.

Managed multiple projects including conversion to a new computer system.

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Ordered Purchases from Vendors

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Processed AP & AR payments

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Fleet Norstar Services Corp, East Hartford, CT 1985-1992

Supervisor - Central Information Unit

Supervised a staff of twelve employees. Performed employee reviews and ensured

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guidelines were followed.

• Initiated disciplinary actions, problem resolutions, procedural changes and training.

Organized work to meet time and volume deadlines.

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• Researched information for government agencies. Balanced interest on Lawyer Trust

Accounts (IOLTA) clients fund account interest for the Connecticut Bar Association.

Managed various projects.

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EDUCATION

BS, Business Management, Bay Path College, Longmeadow, MA – Dean’s List, GPA: 3.7

Bridge to Career Development Program, Hartford College for Women, Hartford, CT, GPA: 4.0

Various Courses – Lotus 1-2-3, Time Management, Supervisory Skills and multiple courses

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in banking and iDot

SPECIAL SKILLS

Oracle system, OMD system, Microsoft Office (Word, Excel, Power Point, Access), Outlook,

Faspac system, Eclipse system, Lotus Notes

AWARDS

Operational Excellence 2005 & 2011

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Team Employee of the Month 14 times in 3 years

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Directors Club 3rd Quarter 2010

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100% Quality Recognition 11 times in 2 years

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Customer Billing Recognition Award 3 times since 2011

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Ricoh Recognizes Innovation Award 2 times

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