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Sales Customer Service

Burlington, Ontario, Canada
January 28, 2017

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Teresa Black

****** Headon Forest Drive Burlington ON L7M 3Z7

Tel: 289-***-****


A dedicated professional with 12 years of Business to Business experience in Sales Support Contracts, Pricing, Leasing, and most importantly, building and maintaining Customer Loyalty

Key Strengths:

Excellent interpersonal skills.

Strong, clear communication abilities.

Results oriented attitude.

Effective mentoring style.

Capable of building strong, lasting relationships.

Able to meet objectives within allocated deadlines with little direction

Professional Experience:


Fleet Analyst / Sales Support 2015-2016


Responsible for optimizing the Customer’s office environment and ensuring SOW delivery, through printer fleet management. This is achieved through continuously assessing and optimizing the fleet environment through understanding the customer’s needs (requirements and applications), through ongoing assessments. An important factor is to proactively identify risk and opportunities within the account and to action with the Account Team.

Build and Maintain Client relationships

Managed and presented at the monthly/quarterly Customer Communications Meeting (CCM) using PowerPoint (either on-site or via WebEx).

Oversaw the delivery of contracted services according to contract terms, as well as the customers’ satisfaction with those services

Lead the extended account team in identifying potential opportunities and delivering value to the customer.

Continually assessed customers’ fleets against industry standards and proposed actions to maximize usage and minimize downtime

Managed operating targets for all accounts.

Maintained account Profitability by maximizing invoicing opportunities and reducing costs

Managed accounts to maintain contractual SLA’s (both for customer satisfaction and to minimize potential financial penalties being incurred)

XEROX CANADA, Mississauga ON

Senior Contract Administrator / Sales Support 2011-2015

LaserNetworks (A Xerox Company),founded in 1987, is North America's premier Managed Print Services provider, dedicated to providing support and service for network printing

Ensured contracted obligations were fulfilled

Maintained customer relationships by providing account and service summaries and responding to day to day enquiries, providing assistance with billing and service issues

Prepared pricing and leasing worksheets, verified accuracy of worksheets provided to me by sales reps

Provided support to sales team by providing pricing and availability reports, preparing documents, booking new contracts and accounts, amending existing contracts

Ensured contracts presented were within corporate guidelines

Provided contract and equipment sales quotes to both the sales team and the customer

Managed account relationships directly in the absence of full time sales representation to service the accounts

Procured and ensured delivery of equipment

Acted as liaison between sales team and corporate office

Performed financial analyses to support business decisions

Responsible for training new members of the team in contracts, sales support and reporting

Responsible for training Sales Rep in the reporting tools available

Created and maintained customized reports for senior Management

Assisted in planning and running the Annual Company Golf Tournament

Teresa Black

46 – 2935 Headon Forest Drive Burlington ON L7M 3Z7

Tel: 289-***-****



Lease Administration / Collections Officer / Special Projects 2004 – 2010

De Lage Landen is a global provider of leasing, business and consumer finance solutions, including vendor finance and factoring.

maintained relationships with high profile vendors

Reconciled all major ‘non-notification” accounts and reducing delinquency from 7% to 0.5% resulting in a savings of $10,000,000 per in delinquent NI

Developed portfolio summaries to enable vendors to track contracts at end-of-term and contracts which were pending buy-outs or trade-ups

Discussed end-of-term lease options with customers and provided invoices where necessary

Resolved account issues by communicating with vendors to determine and resolve underlying causes for non-payment, as well as developing in-depth knowledge of the leasing process to be able to resolve internal issues which may have caused of non-payment.

Provided detailed monthly reports for senior management

Maintained corporate standards on high-dollar ($1,000,000+) accounts

ACCOUNT RECOVERY Corporation, Burlington ON

Collections Officer / Special Projects 2002 – 2004

Informed customers of their outstanding debt and, within bank guidelines, resolved the delinquency.

Demonstrated strong communication and problem solving skills in resolving the debt problems while maintaining good relations between the bank and its customers.

Responsible for training new members of the team

Core Competencies:

MicroSoft Office Suite*

Administrative/Organizational Skills

Report Preparation

Problem Solving /Analytical

Customer Service Focused

Account Management




*Word, Excel, PowerPoint, Access


Lease Rate Factors


McMaster University, Hamilton ON

Social Sciences – Completed 1 year

Sheridan College, Burlington / Oakville ON

Conversational French – Certificate

Specialized Training

Survival Skills for New Managers


Halton Condominium Corporation No. 243

Treasurer 2008 – Present

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