Provide process management and administrative support; manage procurement, facilities and vendor relationship; develop, implement and track projects for effective and efficient coordination; perform bookkeeping, payroll, A/P, A/R, auditing and bank reconciliation.• Coordinate with various staff for operational support activities of the unit; serve as a liaison between departments and operating units in the resolution of administrative and operational problems.• Schedule and coordinate meetings, interviews, appointments, events and other similar activities for management which also include travel and lodging arrangements.• Generate weekly, semi-annual and annual financial reports detailing projected budgets & goals, income and expense totals and project summations.• Strategically plan and align project teams while monitoring and ensuring all deliverables are completed within committed SLA’s.• Created guidelines and internal approval forms which improved efficiency and accuracy of expense reporting and reduced expenditure costs.• Provide administrative and secretarial support for various departments such as answering telephones, assisting visitors and resolving a range of administrative problems and inquiries.Key Accomplishment: Increased annual revenue by single-handedly evaluating existing relationships and re-negotiating contracts which resulted in a 30% annual cost savings

Principal point of contact for the South Atlantic region to address and resolve all issues pertaining to pricing, contracts, account profitability to be able to determine root cause of non-performing accounts and be able to implement corrective actions in order to sustain or increase revenue.• Assessed annual price increases on all HOA’s, municipalities & open market accounts based on the Consumer Price Index and contract terms as outlined in their contract. • Maintained the HOA & Municipal databases with updated contract information including pricing, terms, Consumer Price Index, the effective date of the annual price increase and the contract’s expiration date.• Worked closely with the Public Sector Representatives to manage their book of business to ensure account retention, timely price increases as well as contract renewals.• Actively participated in companywide projects to improve accuracy of contract information, rates and validated whether or not the effective contract date was properly utilized to determine rate calculations.• Generated monthly & quarterly ad hoc reports identifying all accounts with negative operating margins as well as provided a financial recap of all our business units performance the prior month or quarter.• Managed and reviewed all sales opportunities via Sales Force by granting approval or denial based upon whether or not the opportunity yielded positive return margins.• Worked closely with field operations, customer service & the audit team to address and resolve all customer escalations & audit issues.

Functioned as the Subject Matter Expert in revenue tracking, billing and pricing to determine optimal price points on products and services to successful win customer bids while retaining national account customers and achieving a gross marginal return of 40% or better. • Strategically planned and coordinated with all dedicated centralized corporate functions in Sales, Finance and Management in pricing recommendations, consultative support and service contact negotiations to enable effective competitive bid wins.• Acted as an escalation point for troubleshooting revenue flow, advanced billing, pricing and customer retention issues while consistently providing excellent customer service to our internal and external customers.• Generated various ad hoc reports to determine customer equipment failure rate; billable work orders and uncollected revenue. • Processed, reconciled and invoiced all Depot customers and T&M billing for month end closures.

Primary point of contact and business analyst for the Central Territory in identifying key road blocks, solving part logistic issues and providing administrative support. • Compiled data and generate weekly scorecards analyzing the territory’s obstacles and roadblocks.• Proactively drove the escalation process to resolve all aged work orders and distressed parts while increasing territory performance ratings.• Researched and recommended interchangeable parts and alternative solutions on all back ordered parts. • Consistently documented NCR’s system and work orders with actions taken and maintain constant communications with all technicians regarding part status and work order disposition.• Resolved all escalations from account support managers, field operations, customer engineers and service coordinators..

Provide vital administrative support as an assistant territory manager by coordinating and managing field resources, resource allocation and operational support.• Proactively managed the central territory to ensure all customer engineers are resolving work orders within the established SLA commitments.• Actively performed resource allocation to ensure work load is evenly distributed amongst working engineers in the field.• Coached, trained, and mentored customer engineers on job performance, work ethics, providing proper customer feedback and timely work order closures.• Resolved all escalated complaints from customers, the account team, and field support.• Researched and resolved delayed parts for immediate work order closure.• Generate real-time reports to executive management and customer engineers.

Work with office personnel to recommend appropriate changes in process to improve operational efficiency; analyze work flow to incorporate quality controls and reduce errors; utilize process flow charts and business mapping tools. • Defined process structure in terms of activities performed, inputs required, outputs produced, resources consumed, and operations standards. • Assisted in the development of office procedures for consistency in quality within the office environment.• Performed data gathering, root cause analysis and performance trending in order to develop appropriate process control changes.• Analyzed current process standards and metrics in order to recommend effective solutions for improvements.• Developed and define standard operating procedural manuals for functional positions to ensure continual process flow.

Principal point of contact for all regional offices providing conflict resolution, process management and administrative sales support; developed, implemented and tracked projects for effective and efficient coordination between clients, departments and corporate office.• Lead project teams in detailing and dividing issues into various categories to be assigned to appropriate departments including Billing, Operations, Maintenance and Management; developed a workflow matrix.• Acted as liaison for executive management and sales in managing client relationships while increasing opportunity for revenue growth.• Performed root cause analysis, identified data trends and generated service performance reports to successfully identify root cause and implement corrective action to retain national account customers at risk of defection.• Compile, maintain and manage marketing tools, pricing models; billing, and portfolio information; keep management and clients comprised of projects through preparation and presentations including detailed charts, case studies and graph showing projected results.• Arranged meeting with executive management, sales and client’s key decision makers to discuss and document issues and concerns.Key Accomplishment: Retained 98% of at risk national account customers through root cause analysis and process improvement

Provided managerial customer support to executive management, sales and clients; conducted weekly conference calls and team-meetings on project status; generated project reports highlighting milestones and constraints.• Point of contact and critical partner for management, cross-functional teams and vendors as mediator in reaching acceptable and workable solutions for each contributor. • Successfully directed overall project which resulted re-signing client, strengthening relationship and increasing revenue through contracting additional services.• Responsible for the resolution of all escalated customer service complaints, pricing and billing issues and process improvements.• Performed all administrative functions such as processing employee’s evaluations and pay raises, medical leaves, human resources paperwork, procurement and facilities management.• Mentored, coached and trained employees to increase self-confidence and to successfully trouble-shoot the root cause of an escalation.

Responsible for handling all inbound calls from customers who were experiencing problems with cable or network connectivity. Performed all customer service functions such as educating customers on the products and services that were available to their areas, researched and trouble-shooted all escalated issues and processed all forms of billing payments.

Processed all international forms of payment by converting funds into US dollars and posting to banking system.

Reviewed and analyzed correspondence from various credit reporting agencies as well as customer requests to make updates to consumer credit report(s).

Supervised staff of seven employees on customer service, sales and retail support to increase daily sales volume. Reconciled daily sales receipts with actual revenue received to process daily bank deposits.