Senior Analyst March 2014 to present. I currently provide support for several of our larger Federal customers. My responsibilities include providing Onboarding support for new opportunities and working with cross functional teams to design solutions to accommodate specialized customer requirements.Analyst August 2010 to March 2014 - As an analyst for the Customer Master dept I acted as a subject matter expert for multiple system projects including any required testing, documentation and team training. Supported management in achieving short and long term goals for the team. Drove to resolution multiple data projects involving some of Ricoh's largest customers. Customer Master Specialist January 2009 to August 2010 - Primary responsibilities were to process customer master updates within Oracle including acct setup, address creation, AR relationships, tax exemptions, shipping and handling exemptions, credit holds. I also assisted operations personnel in researching and resolving issues linked to customer standard and acted as a trainer and mentor for new personnel.

I started at IKON as a Web Meter Associate responsible for daily email center activities including researching and responding to customer inquiries, meter entry, online registrations, database updates including contact information, address updates, cancellation requests, etc. In December 2005 accepted a position as an associate in the Customer Master dept where my primary responsibilities were accurate and timely customer record creation, updates, changes and audit processes and overall responsibility for data integrity and maintenance of the customer record information. During my tenure on that team, I was promoted to senior associate and then to a specialist position. IKON was purchased by Ricoh in 2009 and at that time I transitioned to their employment.

I had a couple of staff positions at IBM starting as a Senior Technical Project Specialist. In that capacity, I performed a wide variety of administrative duties including management/tracking of all physical equipment; i.e., computers, faxes, software licenses and phones. I obtained and managed ids for all systems. Utilized the Lotus and Microsoft software suites. I also was responsible for defining user requirements for new accounts and acted as the liaison with the IT department. I loaded software and served as level one support for up to 112 coordinators. In my last staff position, I was responsible for all financial tracking with a 300 plus staff dept including ledger reconciliation and distribution of charges, cost tracking for all center departments, financial metrics, journal recovery and headcount activity. Served as interface with procurement team and organization’s vendor support team, financial interface to cross organizational support teams. Performed security and asset audits as well as Business Process self-assessments.

I was a dedicated account sprecialist for the Apollo Travel Services account. In that capacity, I received all incoming service requests, input them into the dispatch system, tracked them to completion and resolved any issues or escalations. I also created and documented processes for ISO9000 certification and trained all new employees.

Dedicated coordinator for American Airlines account. Dispatched service calls, resolved customer service issues, documented processes, trained new team members.