Summary of Qualifications

An accomplished and highly motivated Client Services Manager with demonstrated capabilities in strategic planning, revenue forecasting, development and implementation of a Collection system. Skilled in establishing effective client relations, staff training and supervision. A resourceful, cost conscientious, deadline and multi-task oriented self-starter with excellent problem solving and communication abilities. Excels in performance through both team and individual efforts.

Selected Accomplishments

• Modified and implemented an improved document control system in achieving ISO 9000 Certification.

• Increased company’s division service revenue by 45% covering a one year period.

• Developed and implemented a Collections System which decreased division DSO by 80% within a six month period.

• Negotiated a vendor contract which saved 65% from original cost.

• Attained corporate recognition for Internal Audit efforts.

• Highest renewal rate on contracts throughout my company

Professional Experience

Avaya (formerly Nortel), Bohemia, NY – Telecommunications 2010 – present

Service Revenue Consultant

-Analysis of Enterprise Service Revenue.

-Creating and documenting processes to insure smooth transition to new owner.

-Review billings

-Resolve Customer disputes

-Analyze pricing

Nortel – Enterprise Division (formerly Periphonics), Bohemia, N.Y. - Telecommunications 1995-present

Began as a Documentation Writer and advanced through three promotions to Global Business Prime Manager (Maintenance Service/Sales Contract Administration).

-Represented Global Service Contract Organization as liaison in attaining solutions to problems associated with specific projects, products, proposals, pricing and warranty status.

-Ensured integration with related project teams resulting in goals being met.

-Established priorities for team in continually meeting contract and customer commitments.

-Collaborated and coordinated with product line management, service line management, operations, sales, logistics and legal teams in supporting future growth opportunities amongst various divisions.

-Provided premier customer service to overcome operational product and support challenges; achieved management recognition for effort.

-Performed as a leader of major projects in achieving budgetary and deadline objectives.

-Utilized project management skills in developing and communicating service business plans, monitoring progress toward plans and implementing proactive corrective action plans in meeting customer service performance metrics

-Led maintenance renewal team in continued process improvement activities.

-Implemented controls for both financial and operational functions in continually meeting corporate objectives.

-Prepared budgets, forecasts, business plans, objectives, made recommendations and suggestion for action plans with the majority accepted by management.

-Managed pricing strategies based on current market conditions and the competitive environment.

-Managed Service Level Agreements, and other legal documents

-Managed third party vendor relationships.

-Work on team to establish fair market value.

-Followed Sarbanes-Oxley (SOX) compliancy rules in achieving violation free audits.

-Reviewed compliance with policies and procedures.

Internal Auditor

-Conducted scheduled and special audits and made recommendations for improvement

-Evaluated audit findings

-Generated corrective action plans

-Performed OSHA audits for manufacturing

Deutsch Relays, Inc. E. Northport, NY – Aerospace (Commercial and Military)

1989 – 1995

Configuration Control Manager/Sales Administration

-Managed a team of designers, documentation specialist, and clerical personnel.

-Implemented policies and procedures for ISO registration as well as following the company’s code of ethics.

-Train personnel on new policies.

-Part of management team reviewing all RMA’s for future enhancements.

-Worked with technical specs.

-udited policy practices.

-Implemented the use of EDI.

-Interpreted Military Specification for shipment of product.

-Negotiated pricing with vendors.

-Generated request for quotations.

-Worked on contract negotiations.

-Responsible for al office equipment vendor relationships.

Norden Systems Melville, NY - Aeronautical Radar Systems

1986-1987

Electro/Mechanical Designer

-Designed thru-hole printed circuit boards via schematics.

-Translated technical specifications to create artwork design for board manufacture.

-Worked with Military Specifications.

PCK Technology (Kollmorgan Corp.) Melville, NY – Multiwire/Microwire Telecommunications Technology

1983-1986

Design Manager

-Managed the design department with budget responsibilities.

-Managed the control and expedition of all manufacturing tools.

-Responsible for coordination between departments for work priorities and customer needs.

-Responsible for all vendor and customer interactions for department.

-Designed surface mount printed circuit boards via customer engineering specifications.

-Track orders from inception through shipment of product.

-Work directly with customers on design and schedule issues.

-Translated technical documentation to daily work procedures.

-Worked with vendors to help expedite the manufacturing process.

Herman’s World of Sporting Goods – Sports Authority Lake Grove, New York

Full Charge Bookkeeper/Head Cashier

1979 - 1996

-Managed Customer Service Desk.

-Responsible for all sales transactions (cash, checks, charges) & consolidation, payroll.

-Responsible for employees’ payroll issues, and minor personnel issues.

-erformed all bookkeeping functions.

-Bank reconciliation

Education

-Polytechnic University, Farmingdale, NewYork

M.S. Degree majoring in Management with a concentration in Information Technology

-Fordham University, Bronx, New York

B.A. Degree majoring in Business Administration with three concentrations: Accounting, Quantitative Methods, and Research Procedure & Design

Other Education:

-Certificate for Internal Auditor – Stony Brook University - Stony Brook, New York

-Dale Carnegie Course – Dale Carnegie - Hauppauge, New York

-ISO9000 Implementation/Documentation – Productivity Improvement Center - Montreal, Canada

Computer Skills

Excel, Word, Access, Windows, PowerPoint, MS Project, Outlook, EDI, Vantive, Clarify, Actuate Reports, Oracle Reports, SAP, Business Objects, Visio, FrontPage, Defect Tracking Tool (DDTS), BAAN, BOSS, Integrated Document Access (IDA), ACD systems, PSI (time tracker), and basic commands (DOS, UNIX, SQL).

Professional License

Notary Public

Real Estate Appraiser

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