Manage day-to day operations and staff of Managed Services accounts. Invoices accounts and interacts with customer; assists in maintaining acceptable profit levels and ensures that customer expectations are met. Responsible for 6 employees and services revenue. Duties include but are not limited to:Building long-term relationships with customers and being the primary point of contactHelp customers through email, phone, online presentations, screen-share and in person meetingsDevelop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsor.Ensure the timely and successful delivery of Ricoh solutions according to customer needs and objectivesCommunicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholdersForecast and track key account metricsUpdate job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networksEnhance Ricoh’s reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add valueResponsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basisMonitor and analyze customer’s usage of Ricoh productsResponsible for working with the Sales team to onboard and integrate new clients and developing existing client relationshipsLiaise between the customer and Ricoh teams

Manage day-to day operations and staff . Develops, implements and reviews related procedures. Invoices accounts and interacts with customer; assists in maintaining acceptable profit levels and ensures that customer expectations are met. High degree of customer interface. Responsible for 4 employees up to $50K in services revenue per month at a single site.Effective implementation of RICOH Service Excellence. Effective implementation and management of RICOH Service Excellence. Achieves shift profitability in the area of cost of goods by effectively supervising the shift in the use of company materials and supplies. Manages total production labor percentages by achieving percentage of production worker labor and quality control labor established by the company. Meets quality and deadline standards by the effective use of job scheduling practices. Handles formal contact with the customer on a daily basis in MS and as needed in BDS/LDS. Provides training on work flow and machine operations when necessary. Ensures the quality of operations for shift by assisting in the achievement of goals in Audit and Deadline compliance. Increases employee retention by achieving turnover and average tenure goals. Maintains efficient workflow by holding direct reports accountable for quality and efficiency of their work. Ensures that location is properly staffed by matching employee skills and equipment with production demands. Facilities resolution of issues concerning pricing, orders-in and invoicing by interacting and communicating with sales department. Motivates employees and recognizes their accomplishments in a timely manner. Clearly communicates job expectations/consequences of employees by training, cross-training, coaching, counseling, directing, evaluating the work of subordinates to increase their work output and work quality.

Part-Time, Seasonal. Set Standards-Responsible for setting the quality standards for incoming and outgoing callsTrain Agents- Train agents for a few days or a few weeks before putting them on the production floor.Record and Listen to Calls- Recording and listening to live telephone calls. While listening to a call, using a checklist to determine if the agent handles the call according to QA standards and guidelines. Based on the results of the checklist, the agent is assigned an overall score for the call and is then notified of the score.Coaching and Feedback- Maintaining metrics that must be met each month to please clients. These metrics include an overall QA score for the entire center. If agents are consistently receiving low scores, it brings down the overall center's score. A consistently low center score can result in lost clients. As such, agents with low QA scores receive coaching. Coaching doesn't usually mean the agent is in trouble; it simply means a refresher course or tips on what it takes to get higher scores.*Sound knowledge of mutual funds, equity and debt markets required

Provide Support for two Senior Level Presidents of a Fortune 500 company. Duties include but are not limited to: Handling and processing of all incoming and outgoing contacts and research of customer accounts. Offering assistance to CEO’s regarding products and services offered by Gen Re. Involved with all aspects of senior level support including but not limited to; solving problems, answering questions, and working with CEO’s of insurance companies to ensure fantastic service. Orchestrate and execute office moves. Compilation of client portfolio (company information, financial reports, applicable Gen Re Publications) and complete itinerary and travel arrangements for SVP’s required client visits (100 per year) Deals tactfully and effectively with both internal and external customers. Conference and Event planning, financial reporting and auditing, and all forms of Senior Administrative work.

Responsible for supply ordering and contract. Re-negotiated the supply contract and saved the customer over $100,000.00. Maintained supplies and ordering for the entire firm. Created valuable relationships with vendors that remain in place presently. Duties included, but were not limited to: Managed the reception area to ensure effective telephone and mail communications both internally and externally to maintain professional image. Coordinated overall administrative activities for the Office Administration Department. Supervised the maintenance and alteration of office areas and equipment, as well as layout, arrangement and housekeeping of office facilities.Negotiated the purchase of office supplies and furniture, office equipment, etc., for the entire staff in accordance with company purchasing policies and budgetary restrictions. Responsible for the facilities day-to-day operations (such as distributing building access keys and back-up to security access cards, etc.) Participated as needed in special department projects.

Maintained mail collection for 30 floors, creating original mail routes for a staff of 6 mailroom employees. Created easy sorting program to streamline the process and increase efficiency. Supervised and coordinated activities of workers through the use of strong organizational/clerical skills, basic computer skills and familiarity with the postal system. Excellent communication and multi-tasking skills were also necessary. The ability to lift heavy items and transport/guide up to 100 lbs. of material on a cart was required.

Submit POs, Bill of Ladings, and Packing slips. Communicate options and confirmations with customers, vendors, and subs. Sales Support & Production Store (electronically) signed order confirmations and customer project workbooks. Print work orders for production. Create paper file folder for customers. Process CC payments (checks to finance); send customer receipt. Coordinate shipping with customer (includes est. times, setting expectations, sending confirmations and tracking info. Create Purchase orders for subs/outsourcing. Help maintain electronic production board. Communicate with teams and customers to ensure customer service beyond belief. General Office -Frontline reception back-up: answer multi-line phone system in a professional, friendly manner; Greet vendors, partners, and customers. Typing, dictation, fax, email, other correspondence as needed. Office supplies and orders as needed. Manage vendors: Internet, phone, recycling, etc. Coordinate & book travel schedules for team. Help set up new employees with tools: phone, supplies, emails, computer, etc. Help produce company events (holiday party, Day of Business). On behalf of company, send cards, gifts, flowers as appropriate for births, weddings, bereavements, etc.

Interact with customers and Technicians to provide parts for the equipment we sell. Maintained supplier relationships by identifying best source; by examining products; communicating and enforcing requirements. Obtained parts and supplies by inventorying items; preparing and placing purchase orders; receiving, inspecting, and storing items. Maintained inventory by designing storeroom layout; establishing re-order points; completing annual inventory. Maintained product information by reading technical manuals and bulletins; providing information to technicians Kept inventory database up-to-date by inputting receipts and usage. Issued parts and supplies by obtaining and filling requests. Accomplished maintenance and organization by completing related results as needed Created a program to recycle parts from old machines, which saved the company thousands of dollars.

Responsible for taking 100 calls per day. Retained current contracts, talked customers out of cancelling contracts with the company. Set the standard for customer service. Won countless awards and bonuses for exemplary customer service. Handling and solving problems- in accordance to the company’s guidelines handles and resolved both internal and external customer problems. Assisting in sales- provided customers with product and service information to assist in making decision about a product to buy. Also help to generate sales leads. Clerical tasks- answering the phone, transferring calls, processing new client accounts, maintaining customer accounts, implementing changes to existing accounts and filing documents and other paperwork.