Katie Peters Email & Phone Number

United States

Atlanta, Georgia, United States

*Acted as a SaaS consultant to new and existing clients for Sage 50 and Sage Business Cloud Accounting *Contribute to improvements to operational efficiency, quality and consistency *Serve as the voice of the customer to product management, ensure product roadmap reflects customer requirements *Communicate with the customers and handle overall customer relationship in small – mid market customer base *Develop and maintain customer success plans by understanding product and platform to provide relevant technical recommendations on solutions for business needs *Exceeded KPI’s for customer contact and Customer Survey scores to nurture customer reference program

Atlanta Metropolitan Area

• Independently oversaw an average of 22 high-priority customer accounts for the Customer Success Management team• Functioned as a liaison between new and transitioning accounts and Ricoh to ensure the proper contract and billing procedures for steady state• Coordinated follow through of complex problem resolution by interfacing with customers and various operational groups• Operated as the primary point of contact with executive management and sales both in house and with customer contacts• Reviewed engagement paperwork and collaborated with the team as needed• Prepared status reports to create a customer profile for the billing team to refer to as a go forward billing plan• Established schedules and plans from start to completion to resolve open issues internally and externally• Acted as a change agent to implement and manage best practices throughout engagements• Coordinated activities to ensure optimal customer satisfaction and supported operational groups when handling major service escalations

Greater Atlanta Area

• Provided leadership to 10 employees (2 off-site) for Managed Services billing, administration, reporting and orders in Oracle 11i, R12 and SBT• Supervised a billing team with 265 accounts for a revenue billing of $6.7 million• Educated and trained the team to ensure a high level of organizational competency• Developed and managed ongoing review of department processes, procedures, and workflows and identified opportunities for improvement based on organizational and industry standards• Worked in creating the reconciliation processes for hardware• Led the returns team and the contract audit team including SOX requirements• Operated as the central point of contact and created relationships with the sales and operations team for account maintenance for equipment and financial reporting• Leader of the BAT team for all managed services in Atlanta and Houston• Created and entered the monthly financial report for each biller and reported to upper management• Managed time and vacation for all employees• Analyzed Stabilization reports and National accounts

LDS division

Tucker, Georgia

• Established relationships and revenue with Legal firms, corporate clients, marketing directors, and training teams • Initiated and established a new major National account for the National Accounts group• Completed EDD, legal document processing, litigation, and IKON corporate training• Created relationships and workflow with over 30 strategic national accounts• Brought in sales with period over period growth of 30% per month including project management for over 150 clients in the corporate and legal markets• Discovered and Managed vendor relations for outsourcing tools• 100% ZBA accounts that resulted in over 50 new business in the Atlanta Market: Monthly average order count of 43• Utilized Salesforce.com as Customer Relations Management tool as well as Microsoft Office 2007 • Handled client referrals for National network in conjunction with 43 locations• Top 25 nationally for monthly activity in New models, New Tryers, and Tours • Performed prospecting, project management, job pick –up and delivery, client follow up, invoicing, and 24-hour responsiveness• Participated in Servis Juris (community service) to represent IKON in the legal community

Atlanta Metropolitan Area

• Completed 3 weeks of intensive corporate sales training at corporate headquarters: 2nd in class of 50• Achieved top 25% of divisional sales representatives by selling on-line and printed advertising for GTE and Alltel in over 300 directories in the Southeast• Responsible for $100,000 in monthly revenue ($1.2 million annually) and brought back an average of 21% return• Accomplished over 100% to quota consistently and obtained bonus goals• Passed the corporate management evaluation at Wilson Learning Center to promote to District Sales Manager• Trained and evaluated new employees in customer service, selling, system training, and achieving sales goals