Customer Service Care

RUTH M. UPCHURCH

**** ******** ***** ****

Lawrenceville, GA 30044

Phone: 770-***-****

Email: *****************@*****.***

EXPERIENCE

**** – 2015 INVOICE ADMINISTRATION SPECIALIST

Ricoh Americas Corporation, Duluth, GA

Process summary invoice billing spreadsheets for global accounts. Maintain customer profile and “how to” process. Communicate daily with billing specialist regarding customer invoicing issues.

2013 – 2014 SUPERVISOR – CUSTOMER MASTER

Ricoh Americas Corporation, Duluth, GA

Supervise Customer Master Team of 12 representatives to maintain customer database in accurate and timely manner. Process time cards and conduct individual monthly employee reviews.

2011 – 2013 TEAM LEADER – CALL CENTER OPERATIOMS

Ricoh Americas Corporation, Duluth, GA

Responsible for supporting inbound calls for service and supplies. Conduct monthly Quality Assurance Monitors assuring accuracy goals achieved.

2005 – 2011 SENIOR ANALYST, AUDIT AND QUALITY ASSURANCE

IKON Office Solutions, Duluth, GA

Inspect all field operations transactions to ensure accurate processing. Responsible for Sarbanes-Oxley documentation and compliance.

2003 – 2005 ACCOUNT RESOLUTION TEAM SUPERVISOR

IKON Office Solutions, Duluth, GA

Manage Account Resolution Team of 7-15 employees. Support timely resolution process for IFS Collections for specific accounts and marketplaces. Responsible for ensuring excellent customer service delivered to all internal and external customers at all times.

2002 – 2003 CUSTOMER SERVICE TEAM LEADER

Pitney Bowes Management Services, Atlanta, GA

Managed all mail room services including shipping and receiving. Respond to customer’s requests for assistance and information. Handle multiple shipping and mailing projects simultaneously.

2000 – 2002 CUSTOMER CARE SUPERVISOR

Nextel Communications, Duluth, GA

Coach and develop Customer Care representatives. Utilize various training tools. Ensure ACD performance objectives met and customer responsiveness accurate and timely. Implement Customer Care programs for internal and external customers. Provide individual and group customer training.

1995 – 2000 CUSTOMER RELATIONS SUPERVISOR

Pitney Bowes Credit Corp, Atlanta, GA

Maintain effective and efficient customer relations. Laisse between sales operations and customers. Solely responsible for resolving all Office of the President customer complaints for the eastern region. Train new hires in a classroom environment. Develop new training modules. Handle all responsibilities related to personnel, vacations, time cards, interviewing and hiring.

1993 – 1995 TEAM LEADER

Pitney Bowes Credit Corp, Atlanta, GA

Supervise Customer Service Team of 6 members. Responsible for credit, customer service and collections for accounts receivable.

1990 – 1993 GOVERNMENT LEASING SPECIALIST

Pitney Bowes Credit Corp, Atlanta, GA

Coordinate credit and collections for military and government lease/purchase and maintenance contracts.

1985 – 1990 COLLECTION SPECIALIST

Pitney Bowes Credit Corp, Atlanta, GA

Handle “over 90 days” receivables. Utilize negotiation and communication skills to develop payment schedules and improve long-term business relationships with problem accounts.

EDUCATION Georgia State University

Major: Business Administration

SEMINARS The Leadership Formula

Train The Trainer

Win – Win Negotiation

Nextel Management Essentials

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