Customer Care Operations Manager

RENEE FIELDS

+1-832-***-**** ***************@*****.*** www.linkedin.com/reneefields

NATIONAL OPERATIONS MANAGEMENT PROFESSIONAL

Positively impact customer center operations by shaping workplace environments that enhance performance and productivity.

Customer-centric operations management leader to oversee all aspects of client center operations across multiple facilities. Demonstrates expertise in developing, implementing, and enforcing policies and procedures to optimize day-to-day business efficiencies, while evaluating and identifying opportunities for process improvements. Proven track record and success in creating key performance indicators and ensure the absolute fulfillment of service level agreements. Inspiring mentor and coach to build and lead world class teams and identify opportunities for skill-based training to improve productivity and performance. Ability to lead new initiatives designed to improve an organizing’s workplace experience and environment. Core areas of expertise include:

Transformational Leadership / Facility & Operations Management / Change Management /

Performance Management / Strategy Planning & Execution / Customer Retention Data Analysis & Assessment / SLA Management Key Performance Indicators / Business Transformation / Customer Service Excellence Standard Operating Procedures / Policy & Procedure Development / Continuous Process Improvements / Operational Excellence / Talent Recruitment Employee Engagement Staff Training & Development / Succession Planning / Leadership Development /Budgeting & Forecasting /Consulting Selling

PROFESSIONAL EXPERIENCE

RICOH, Houston, TX 2001 – Present

Ricoh USA offers workplace solutions and digital transformation services designed to help manage and optimize information flow.

Area Director of Operations, Managed Services (2020 – Present)

Promoted to Area Director of Operations in Managed Services. Provides leadership and direction over Area Managed Services operations teams. ~ 100 contracted account sites, ~ 300 direct and indirect employees across the Capital Market Place: Virginia, Washington D.C., Maryland, and Delaware. Responsible for providing leadership to field management teams by delivering program tools and processes while driving field service execution, account retention, site expansion and the attainment of business objectives. Leads, inspects, and develops service programs. Supports implementations, initiatives, action plans and business tactics aimed at driving continuous improvement and business profitability. Drives employee productivity, development, succession planning, and job satisfaction that drive a customer first environment.

Responsible for approximately $27M in area services revenue and associated gross profit and contribution

Collaborates with Sales leaders to create a strategic vision for each account. Develops RFP responses for both private, federal, and local government entities

Manages P&L reconciliation, strategic implementation of facility and back-office services, employee, and customer relations.

Spearheads daily meetings, targeted informational sessions, utilization of logistical and historical data to enhance company culture, values, and inclusiveness

Centralizes data analytics and lean principles to assess, formulate, and deploy new SOP and operating rhythms, focusing on reducing cost, optimizing service, and mitigating risk

Establishes and fosters strategic business relationships across partner organizations and educates internal outreach teams to create sustainable customer retention strategies.

Reviews contract(s), Statement of Work, and operational requirements to determine time frames, procedures, resource requirements, and allotment of available resources to accomplish assigned projects

Drives SLA and regulatory compliance to ensure that all commitments and customer expectations are met or exceeded

Ensures profitability of all assigned accounts down to the individual site locations. Identifies the source of poor profitability and works with the appropriate resources to make the necessary changes to improve profitability

Identifies growth opportunities and follows through to addendum approval locally and nationally

Oversees billing and ensures accuracy for assigned accounts, Work with A/R to resolve collections issues with assigned customers

Lead collaborative problem solving strategies, leveraging technology and automation to enhance ROI and the customer experience

Senior National Operations Manager, Managed Services (2018 – 2020)

Promoted to Senior National Operations Manager of Managed Services. Preside over and manage ~ 25 contracted account sites, 65 employees across the central and western United States. Responsible for Financial profitability; identifies growth opportunities and follows through to addendum approval locally and nationally. Manages P&L reconciliation, strategic implementation of facility and back-office services, employee, and customer relations. Ensure Ricoh’s Service Excellence model is consistent nationally. Engage the necessary resources and high levels of functional integration to ensure the attainment of all Service Level Agreements (SLAs).

Function in Governance role for assigned accounts as “Customer Champion”

Facilitated Monthly Management Report meetings with key customer contact, and ensured Monthly Management Reports were conducted with local customer contacts by local accountable management

Ensured quarterly strategy updates and annual customer strategy were scheduled and executed in conjunction with the Global Account Manager and National Sales Representatives with national key contact.

Participate in Global Team Selling model in support of US and OUS activities. Interface with other Global Region teams in support of US Global customer

Reviews contract(s), Statement of Work, and operational requirements to determine time frames, procedures, resource requirements, and allotment of available resources to accomplish assigned projects.

Director, Houston Center & Enterprise Billing, Customer Administration Group – U.S. (2017 – 2018)

Promoted to Director of Enterprise Billing within the Customer Administration Group. Accountable for ~$528 in Global Services revenue annually. Provide oversight for all departments in a Customer Care Center. Directly and indirectly responsible for oversight of 200+Ricoh employees across the U.S. Primary operational point of North America customer billing contact. Escalation point of contact to resolve employee issues at the Houston Customer Care Center location. Serve on the Business Integrity Committee.

Provided strategic direction and leadership to a highly motivated team of 200+ Ricoh employees in the Houston Customer Care Center; presided over and managed the Remote Field Billing team.

Accountable for developing a cohesive department consisting of both Customer Billing and Contract set up teams; committed to group goals and objectives that support Ricoh and our customers.

Clearly communicated job expectations/consequences of employees by training, coaching, counseling, directing, evaluating the work of subordinates to increase their performance and work quality.

Oversaw billing and ensured accuracy for assigned accounts. Escalated concerns to the appropriate resource. Worked with A/R to resolve collections issues with assigned customers.

Senior Manager, Managed Services Billing, Customer Administration Group – U.S. (2016 – 2017)

Hand-selected to take on the role of Senior Manager of Managed Services Billing within the Customer Administration Group. Supported the Director of Managed Services Billing within the Customer Care Center. Responsible for the billing of $75M monthly in revenue and direct leadership of 80+ employees. Championed the Managed Services Billing migration into Oracle, consolidated two administrative business units, worked in collaboration with IT, Finance and Sr. Operations leader to reengineer the entire Contract billing process flow and Invoice suite. Played a key role in establishing stability after the system migration improving customer experience and Key contact Survey Results.

Provided oversight of Ricoh’s onboarding support processes (i.e., order management, billing, technical services, enterprise services) in relation to customer expectation and satisfaction.

Spearheaded the migration of Managed Services Billing from SBT to Oracle. Recipient of the silver ‘Ricoh Way Excellence Award’ for leading the Customer Administration team to migrate 1,100 MS accounts into the new Oracle system.

Accountable for business retention by assisting with the reestablishment of successful steady-state Service Level Agreements (SLAs) adherence and ensuring overall customer satisfaction.

Senior Manager, Order Management Billing, Customer Administration Group – Central & Midwest Region (2013 – 2016)

Hand-selected to take on the role of Senior Manager of Order Management & State & Local Government Billing. Supported the Houston Center Leader within the Customer Care Center. Accountable for order management support to the Central region. Acted as liaison between Sales and other departments for the processing of equipment orders. Managed a team of 70 exempt and non-exempt employees, processing on a monthly basis 2,000 – 6,000 equipment orders representing $12-20M in equipment revenue. Responsible for ensuring timely, accurate processing and invoicing of orders, and funding of $12-20M in equipment leases monthly. Coordinated with Funding Partners and Sales operations to resolve lease funding issues. Partnered with Area Directors of Finance on revenue accruals and leasing issues, and with Configuration Centers’ for the timely delivery and retrieval of equipment. Chaired the Houston Diversity Counsel

Planned, organized, and monitored the use of resources required to provide quality service to customers within the financial, operational, and quality parameters assigned.

Provided analysis of operational information to assess, interpret, and predict business performance to support senior management decisions. Worked with functional leaders to drive SOX compliance and evaluate controls to drive operational improvements.

Developed Customer Billing and Order Management policy and procedures with an emphasis on new and improved procedures to improve productivity, performance, and improve partnerships with Sales, Field Support, Supply Chain, and Finance leaders.

Previous roles with RICOH prior include: Senior Manager, Contract Billing, Customer Administration (2010 – 2013); Manager Customer Retention Team (2009 – 2010); Contract Billing Manager Customer Liaison (2006 – 2009); Supervisor Customer Interaction Team (2004 – 2006); Inside Sales Customer Care Supervisor (2002 – 2004); Inside Sales Agent (2001 – 2002)

PROFESSIONAL AFFILIATIONS

Active Member – National Charity League, Champions Chapter (2014 – Present)

Vice President of Communications – National Charity League, Champions Chapter (2016 – 2017)

Active Member & Volunteer Tours Committee Member– The Houston Livestock & Rodeo Committee (2017 – Present)

PROFESSIONAL TRAINING & DEVELOPMENT

ITIL Foundations Certification (Pending)

Basic Finance for Managers, IKON University / Ricoh Learning Institute

Advanced Finance, IKON University / Ricoh Learning Institute

Getting Results Through Communication, IKON University / Ricoh Learning Institute

Fact Base Management Series / Ricoh Learning Institute

LEAN Series / Ricoh Learning Institute

Project Management Series / Ricoh Learning Institute

CERTIFICATIONS & TECHNICAL SKILLS

ITIL Foundations Certification (Pending)

Undergraduate Business Administration Colorado State University Global

Microsoft Office Suite OMD, ORACLE, NICE, Avaya Centre, Vu Supervisor Systems

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