Colette Klosterman (She/Her/Herself) Email & Phone Number

Austin, Tx, Us

Us Services - West Coast Territory

A trusted business advisor to Microsoft's Premier Support customers providing valuable guidance around operations and optimization of their IT infrastructure through quality Service Delivery Management. Once a Premier customer has deployed a Microsoft product, if something unexpected occurs the TAM, working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the customer's IT environment. By maintaining a long-term relationship with their customers a TAM gains an understanding of their customers' IT organizations' impact on overall business, their IT goals, and their pain points - which is used by the TAM to create a Service Delivery Plan ensuring their customers' operational success with Microsoft products.•Customer Health through Service Delivery Planning & Execution•Customer satisfaction - Emphasis is on prevention and consultative advice (ITIL)•Rsponsible for the management of support services to Enterprise Services customers. •Manages a diverse and complex scope of support issues•Works with management only when necessary to resolve sensitive issues•Solves complex support issues effectively. Escalates as necessary for confirmation of solutions or other options as needed•Assesses customers’ risks and needs and recommends appropriate service offerings to proactively address•Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit•Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust•Makes good, timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis•Decisions sometimes impact immediate group and other related groups•Determines most effective method of problem resolution by utilizing internal resources when necessary

Redmond, Washington, United States

Reno, Nv

Control complex Accounts Payable functions for NDOW by establishing guidelines for allocating general costs to the appropriate cost centers and ensuring procedures are followed.Control complex Accounts Receivable functions to include determining the billing amount using cost accounting procedures; make determinations regarding referral of delinquent accounts. Assist in preparation of complex budgets; developing narratives for each category and GL account to provide justification for proposed budget request; analyzing information on past expenditures and projecting trends; making recommendations for budget adjustments as needed; preparing special budget analysis reports to highlight problems on initiatives or as requested.Prepare monthly and quarterly financial reports including trial balances, adjustments & balance sheets; establish/maintain automated billing systems including account analysis, reconciliations and processing adjustments.Prepare/analyze working trial balances, identify/correct errors, prepare Journal Entries for accurate balance sheets and statements of revenues, expenditures/expenses, and changes in fund equity/balances. Establish and maintain accounting systems and procedures, classification of expenditures, current fund balances. Analyze fiscal data to identify and correct errors; reconcile or supervise the reconciliation of trust accounts, GL accounts, bank statements, sub-ledger accounts and Controller’s reports.Provide overall support to agencies and divisions regarding accounting problems and management information systems; provide advice, consultation, direction, and training to agency staff; manage agency accounting functions by developing work plans, assigning work, establishing work performance standards and evaluating work performance.Assisted in closing out FY10 State budgets and in FY12-13 State budget planning.

Company Set-Up/InceptionDeveloped business plan and presented to investors to successfully raise initial business capital.Identified and targeted key markets for our company to pursue.Designed and built database bid system. Developed spreadsheets for bid ‘take-offs’ and bid pricing worksheets.Initiated and secured relationships and contracts with key suppliers. Locked in special pricing, factory support and vendor presence with customers.Running the companyBidsBuilt matrix to value bids in our target markets and decided which bids to pursue.Executed bid ‘take-offs,’ pricing structures and all associated worksheets.Walked through all job sites, initiated job planning with designing engineers, end users and construction Generals to ensure project was clear and defined. Authored final bid document, delivered to customer and followed-up on all bids until won or closed.Attended all bid openings and gathered competitive pricing information and customer responses. Ensured execution dates were met throughout the entire project.Public Relations/SalesDesigned, edited and authored line cards, web site, company logo and all marketing/press material.Developed entire customer base for company.Locked in key relationships and partnerships to increase bid wins.Maintained all customer relationship management and ensured customer satisfaction.Visited all Job sites, customers, engineering firms and construction managers on a weekly basis to build our company brand and a high level of customer satisfaction.Developed a stellar reputation in a very few months in our key markets. Received an increasing number of referrals and repeat business.

Reno, Nevada Area

SalesSells, persuasively, persistently and confidently while reaching optimal profit levels. Focuses on the design of new construction and the renovation of existing buildings. Manages multiple, ongoing projects particularly focusing on selling HVAC and Industrial Controls Systems, equipment and building automation. Responsible for maintaining current industry and technical knowledge, focusing on Honeywell, Modicon/Square D., GE Fanuc, GE Consumer & Industrial, Phoenix Contact, ASCO, Fireye, Woodhead, Weed & Watlow product lines and applications.Seeks out, targets and initiates contact with companies and potential customers. Responsible for developing a network of contacts. Partners with other sales staff to utilize effective “tag-team” sales relationships.Aggressively increased company-wide standards for customer service and follow-up. Surpassed Sales Goals and brought in over $220,000 new customer sales from February to September 2006. Responsible for effectively communicating with customers; problem solving and engineering the best solution for the customer. Public Relations/MarketingBuilt and executed an effective PR and Marketing plan for 2006 & 2007.Owned and implemented a monthly Emailer program and customized database. Responsible for designing the format and creating content for each Emailer.Emailer program was responsible for over $50,000 of new sales within the first month.Responsible for managing quarterly mailers to customers. Created and/or chose materials as well as managed mailing and distribution.Co-designed a new website for the Corporation and managed the timely development.TrainingAuthored the Inside Sales Standard Operating Procedures Manual for entire company.Responsible for motivating, managing and training new Inside Sales Staff.Liaison between Sales Management, Sales Staff and other departments.Created and updated customer databases, as well as introduced tools to best manage customer communication and track sales.

Managed the multi-million dollar Contract and PO process, which included processing Contracts for signature, opening PO’s, and updating the Contract database with changes.Managed invoice process for PO’s, coordinated with internal team to ensure deliverables were met before invoices were released for payment and coordinated with external vendor to ensure timely invoicing.Owned New Hire Set Ups for the team, including office set-ups and coordinating first two weeks of ‘on-boarding’ meetings with multiple teams across Microsoft. Managed the team’s asset and contracts databases- updating data and processing reports.Assisted with marketing collateral development and distribution for Microsoft Global Briefing in July 2002.Owned the event planning for internal group functions, up to 75+ people and external meetings, conventions and trainings for 500+ people. Owned Director’s calendar providing daily schedule coordination as well as other administrative support including travel and expense processing.General Administrative support of CRM Group, i.e. alias management, catering, purchasing, headcount issues, asset tracking, space management, morale, and meeting coordination.

Education record

Education record