I provide direct leadership, client relationship administration and contract governance to 5 enterprise accounts spanning the US, Canada and South America. Responsible for maintaining and improving OI on $15m in annual services revenue. Clients are all top of their tier in the retail, manufacturing, healthcare and higher education spaces. I initiate and oversee projects to improve operational efficiencies, financial performance and to identify areas where Ricoh can expand our relationships by addressing key strategic client needs.

As a Senior Enterprise Services Specialist, I served as a subject matter expert for colleges and universities in several key value areas. Our offerings in these key value areas have helped improve the on-campus experiences for students, faculty, and administrative staff. These key offerings include but are not limited to: Campus Managed Services (Mail, Print, Intelligent Lockers, Return Mail Services); Business Process Outsourcing (Digitization and Data Processing, Records Management, Student Data Applications Support, AP/AR Solutions, Lease Administration Services); SaaS; Enterprise Content Management; Enterprise Support Services (Service Desk, IT Support Services, Project Management, Application Administrator Services);Information Governance and Cyber Security (eDiscovery Services, File Analysis, Policy and Compliance Management, Cyber Security Services); Cloud and IT Services (IT Management and Support Services, Data Center Services, Managed Cloud Services); Consulting Services. The diversity of our offerings requires engaging the entire executive suite and other functional leadership on campus.

I focus primarily on ways that Ricoh can apply our trained experienced and supported personnel to specific customer workflow concerns to improve the quality, and consistancy of data input and output while reducing costs, improving technology integration and growing value.

Ensured that IKON delivered on all services contracted at services clients per agreed upon SLA's. Worked with clients to periodically review and adjust SLA's to ensure IKON continued to provide the right services at the right time to the right place to meet clients current business needs. Provided analysis of customer document workflows and applied IKON Technology and/or personnel to enhance productivity, reduce costs and improved data accuracy.

Managed multiple onsite managers supporting client services locations. Responsible for daily service delivery and contract execution of mail, copy/print, fleet management, imaging, reception help desk, and light facilities maintenance. Created staff development plans. Provided technical and customer service training to IKON employees. Conducted monthly client account reviews supported by detailed account reporting through our proprietary TRAC system. Responsible for sites financials including, client invoicing, budget and PnL reconciliation and issue resolution.Identified opportunities for improvement within customer locations and worked with IKON sales representatives to develop into services expansions.