Manager Customer Service

SUMMARY

Accomplished, Multi-Talented Service/Office Management Professional. with

more than thirteen years of achievement in five progressively responsible

roles. Experience includes significant work in small

business/entrepreneurial to Fortune 500 corporate environments.

Energetic; solution-oriented; customer-focused. Highly effective working

with people from a wide range of educational, professional and cultural

backgrounds - from entry level employees to executive management.

EXPERIENCE

RICOH USA, INC (formerly IKON OFFICE SOLUTIONS, INC) - Glastonbury,

Connecticut 1999-2013

ORDER MANAGEMENT TEAM LEAD (2008-2013)

Responsible for assisting the manager in coordinating the day-to-day

workflow of a team of 10-15 non exempt employees supporting any/all

accounts within a given Market Area or across Business lines. Accountable

for department policy and procedure to ensure SOX compliance. Provides

technical advice and counsel to team members. Assists in maintaining P&L

and ensures that the customers' expectations are met.

. Revamped a specialized report for the NNE area that informed them

daily of financial and sales issues. Used by sales managers and

executive management to manage P&L for the month and quarter.

. During a department restructuring, facilitated the introduction of 16

employees (12 of which were new) to a new Area assignment and system

migration, while maintaining a high level of production at quarter

end.

. One of a few selected in the national testing of Oracle during Ricoh's

global account migration. Provided support for the actual migration at

our Global office in New Jersey.

. Consistently chosen for process improvement and high level projects.

Worked on Diversity Council and chosen for Ricoh's Mentoring Program.

Associate Order Coordination trainer (2005-2006)

Responsible for delivery and facilitation of business process training

programs. Responsible for training end users, collaborating with other

trainers, assisting with development of curricula and certification of

personnel in the Operations environment.

. Created training manuals and restructured training program, for both,

order staging and leasing, in Order Management.

. Facilitated the training of 15-20 new employees within a limited time

schedule.

Senior Commissions Analyst (2002-2004)

Audit sales compensation and ensures compliance and consistent application

by verifying calculation and payment eligibility. Communicates

discrepancies to Commission Supervisor and Manager. Provides monthly

operational reporting and compilation of metrics as well as assists with

commission system updates and maintenance.

. While down 2 out of 3 people in our billing and commissions area,

completed all activity required for my role and the two others.

Maintained a high level of accuracy, attention to detail and sense of

urgency to complete everything in a timely manner.

. Provided a high level of accuracy that saved the Area's over 219K in

commission payout.

order Coordination- equipment/ leasing Billing Specialist

(1999-2002), (2004-

2005), (2006-2008)

Responsible for performing a combination of the roles and responsibilities

for both the External Order Support and Order Coordination groups in their

facilitation of end to end order processing support. Provides order package

support to sales personnel, and is responsible for Order Coordination

duties for specific Ricoh locations and acts as liaison between Sales and

other departments (ie: Collections, Service, GE financial). Provides

excellent customer service and ensures that the customer receives a correct

equipment order and well as accurate invoices.

. Responsible for several large specialized customer accounts in

addition to regular work load.

. Due to performance, was asked to pilot and develop a new deal audit

process, that later evolved into the centers current internal QA audit

department.

. Promoted through all levels of equipment billing due to performance

VILLARI MARTIAL ARTS CENTER, LLC - West Hartford/Windsor, Connecticut

Billing Manager

(1996-1999)

Responsible for all aspects of billing, collections and A/R management for

this multi-site martial arts academy.

. Handled eleven offices, with a total student enrollment of up to

1,500.

. Handled cash receipts, cash posting and month-end closings.

. Established electronic fund transfers and direct billing accounts,

significantly improving the business' cash flow while simplifying

office procedures.

. Reconciled accounts and monthly statements.

Education

Connecticut Center for Massage Therapy, Newington, CT, Diploma

Enrico Fermi High School, Enfield, CT, Diploma

Computer Skills

MS Office Suite, Quick books, Power point, Oracle, Join.Me, VPN client,

Lotus, eCopy, Adobe, Internet

DEVELOPMENT, TRAINING, AWARDS

Foundations for New Managers, Managing Performance, Basic Finance,

Spotlight on Leadership: Delivering Difficult Messages, SOX compliance

training

Ricoh Mentoring program

Member of Diversity Council

Employee Survey Action Team member

Employee of the month Nov 2001, Dec2003

Presidents Club 2002

"Vote" Award 2008

Elite Club 2010

QA award winner 2010-2013

Operational Excellence 2011

Directors Club 2012, 2013

November 12th, 2013

Please accept the enclosed resume as my application for your position which

you advertised last week. I am applying because I believe I meet all the

essential criteria for the role, and strongly feel that I can make an

effective and useful contribution to your company.

I have learned a great deal in my employment to date as Team Lead/

Assistant Manager, including, managing the daily workflow of up to 15

people, Resolving with both internal and external customer issues on a

daily basis and managing the P/L of an assigned area, all of which I am

eager to put to use on behalf of you and your customers. As you can see

from my resume, I am an award winning and accomplished individual with a

strong desire to succeed and lead others to succeed. My ability to work as

a team player and meet deadlines, along with my natural enthusiasm and

optimism have all contributed to my success for 14 years in the office

solutions industry.

I am a highly committed and resilient self starter who is able to quickly

understand the needs of the team and customer and then be able to organize

a company's resources to satisfy their requirements. On a personal level I

am open to any situation that is challenging and which tests my abilities,

and with my work colleagues I have a reputation as being a fast learner,

who is dependable, organized and computer savvy.

In closing, I would like to say that I would be grateful for the

opportunity to bring my knowledge and experience to work for your company,

and am keen to schedule an interview with you so that we may discuss my

application in greater detail.

Yours Sincerely,

Melinda M. Caputo

Contact this candidate