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Customer Service Manager

Spring, Texas, United States
August 14, 2018

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Cheryl Hamilton



Professional with extensive customer service experience. My strengths include timely customer service, detail oriented, meeting and exceeding company growth and expectations. I am highly reliable and able to work independently.


March 2003 Ricoh USA / IKON Office Solution Houston, Texas

To Present

Senior Billing Specialist – Trade Billing Services – March 2003 – May 2017

Senior Billing Specialist – Managed Services Billing – May 2017 – Present

Supports large and complex clients with a high focus on Customer Satisfaction with meter and managed services billing.

Provide paperwork for customer’s signature for a new contract or contract modification. The information is then entered into the billing system and sent for approval.

Obtains meter reads, purchase order numbers and other billing information – such as address changes/updates as necessary, from customers.

Consistently meets or exceeds department targets for corporate Key Performance Indicators such as On-Time Billing and Customer Dispute Resolutions.

Loyal and dependable employee.

Answer incoming calls from internal or external customers regarding questions or invoicing issues.

Resolves outstanding issues for customers in a timely manner.

Processes credit/rebills thru ICM.

Processes manual credit/rebills.

Work miscellaneous reports as assigned.

Deletes maintenance/contract data when equipment has been removed.

Reports unbilled contracts information to manager on a timely manner when a contract will not bill for that billing cycle.

Promotes other company products and services such as My Ricoh and AMR function for machines.

Participates in Conference Calls with internal and external customers.

Assist in facilitating team meetings/huddles/social events.

Assist with mentoring/training new employees.

Assist with other team members with their work to help meet their goals and team goals.

Flexible working hours willing and able to work overtime as required by the business and leadership needs.

Performs other duties as assigned by manager

Nov. 2002 IKON Office Solutions Houston, Texas

To March 2003

Temporary – Tax Department

Opened and distributed mail

Entered Tax PO numbers into customers account files

Performed other duties as assigned by manager

August 1995 Sweetwater Christian School Houston, Texas

To Nov. 2002

Financial Secretary / Development Coordinator

Handled billing of students’ accounts monthly and recorded payments

Coordinated all fund raising activities for the school

Assisted with front desk duties as needed

Ordered and distributed office supplies for staff

Other general office duties as needed by School Administrator


Oracle; Windows; Microsoft Word, Microsoft Excel, Info Lease, Lotus Notes, Outlook, School Minder


Aldine High School Houston, Texas

North Harris County College – Accounting Houston, Texas


Top 20% Award – Customer Billing

Customer Administration Recognition of Excellence Award (CARE) - Top 10% Award for Customer Billing

Directors Club Quarterly Award

People’s Choice Performance Award

Building Customer Loyalty Award for Outstanding Customer Service - IKON Financial Services

References available upon requestmer Service Manager

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