Tammy V.

P: 678-***-**** E: adu38b@r.postjobfree.com A: Suwanee, GA 30024 LI: bit.ly/386uxnd

Account Service • Ordering • Coordination • Administrative Support SUMMARY

• Experience in key customer service, delivery coordination, and executive support with U.S. arm of global OEM, Ricoh o Promoted to team serving key customers, given critical data management responsibility, and assigned special projects due to record of service excellence, integrity, and success taking on new challenges

• Earlier background includes field telecommunications with U.S. Army as well as front and back office operations, admissions, and patient coordination in chiropractic clinics and home health and hospice care o Checked patients in, completed intake paperwork, and handled receivables, payables, and insurance filing

• Execute tasks quickly, accurately, and effectively in hyper-paced, high-volume environments while delivering superior customer experience

• Swift problem solver who continuously monitors activity, takes preventative action whenever possible, and identifies and quickly rectifies issues

• Collaborate effectively across functions using strong team mentality and superior communication

• Highly dedicated and tenacious with traditional work ethic, never leaving problems unsolved or jobs unfinished SKILLS

Communication &

Correspondence

Relationship Building

Data Entry

Service Follow-Up

Troubleshooting

Reporting & Analysis

Organization

Cross-Functional

Collaboration

Calendar Management

Contract Review

Order Entry & Tracking

Attention to Detail

Issue Resolution

Expense Management

EXPERIENCE

Ricoh USA, Tucker, GA, 12/2001 – 09/2019

U.S. entity of global manufacturer of digital workplace solutions with more than 1.29 million customers worldwide. Specialist Ricoh Managed Services Support Center, 2012 – 09/2019

• Provided comprehensive white glove technical and consumables service to portfolio of 20 national enterprise accounts including large automotive manufacturer, national legal firm, and hospital conglomerate

• Responded to service and consumables requests from customers outside portfolio in live email and phone queues

• Initiated technical service calls and monitored service process for timeliness, completion, and full resolution

• Monitored customers’ machine and usage activity via Trac and FMAudit daily

• Identified issues (jams, excessive toner usage, zero activity, etc.), proactively scheduled service and “find” calls, and swiftly communicated with customers

• Entered and tracked consumables orders in Oracle in addition to palatably educating customers on toner stock

• Analyzed average monthly copy volume vs. toner yield to identify issues; scheduled service calls to further inspect any issues identified

• Liaised between customers and Integrated Account Managers as well as service directors to resolve escalated issues and secure approval for large or frequent consumables orders o Issues included contractual disputes and persistent technical malfunctions

• Processed customer information updates and authorized user requests

• Followed up with Customer Interaction to ensure changes and user additions were promptly executed

• Extracted data from Trac and FM Audit and prepared reports on type and frequency of service, number of copies, and toner usage for clients monthly or upon request Senior Associate, Customer Care Operations, 2005 – 2012

• Handled high volume of service and consumables requests from single-machine and enterprise customers across U.S. in 1 of 4 national service centers

o Call volume ranged from 100 to 150 daily, nearly triple minimum metric

• Troubleshot technical issues and coordinated service calls; entered new orders for replenishment of consumables

• Reviewed open service calls, followed up and debriefed with technicians to confirm resolution of issues, and closed out calls in system to prevent negative effects to metrics and client perception

• Checked inventory in warehouses in close proximity to customers prior to placement of expedited orders as well as warehouses outside of normal delivery radius when local inventory was insufficient

• Processed and tracked numerous expedited orders daily; entered confirmation numbers with orders in Oracle, retrieved order and tracking numbers from Oracle, and monitored UPS interface for status

• Researched and resolved other customer issues, redirecting inquiries to appropriate department and escalating issues as necessary

• Adhered to all security protocols to ensure protection of customer data, comply with internal policy, and pass audits ITT Coordinator, 2004 – 2005

• Coordinated delivery and installation of equipment to bridge up to 45-day gap between sale and client use

• Completed all required documentation with high accuracy to capture demographic information and verify serial numbers, initiating interterritorial (ITT) requests for orders of single machines up to fleets of 1,000+

• Created checklists to enable technicians to confirm delivery of correct equipment and reference for communication

• Tracked status and identified and rectified issues in order to facilitate accurate, timely process in collaboration with warehouses and sales representatives across U.S.

• Sent delivery and installation reminders to technicians and followed up to ensure completion as scheduled

• Provided status updates to clients frequently as well as excellent customer service to create positive post-sale experience and drive client retention

Administrative Assistant, 12/2001 – 2004

• Supported Regional Director, Director of Finance, and senior management, 6 – 8 leaders total o Managed calendars and schedules and handled business correspondence and ad hoc requests o Booked flights, accommodations, and car rentals and prepared itineraries for corporate travel o Tracked expenses up to approximately $2,500 and submitted for reimbursement monthly o Secured offsite conference spaces for confidential leadership meetings; set up spaces with required equipment and coordinated catering

• Developed procedures and forms to track custody of badges for 100+ temporary employees in security-focused environment; collected signatures, distributed and retrieved badges, and investigated absent badges

• Gathered, entered, and organized confidential personnel survey data in Access to create compendium for leadership for future trend analysis and status checks o Appointed to role and responsibility by Regional Director for high level of trustworthiness and integrity TECHNOLOGY

Oracle 11i and R12, Trac, FMAudit, OMD, MS Office Excel, PowerPoint, Word, and Access, AS/400, Medisoft, MestaMed Plus TRAINING

Ricoh Learning Institute, 100+ Interactive Online Courses, 2003 – 2016

• Completed courses on Six Sigma (up to Yellow Belt), Oracle R12, Microsoft Office, time management, and other principles, technology, and skills on own initiative

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