Promoted to Senior National Operations Manager of Managed Services to manage ~ 25 contracted account sites and 65 employees across the central and western U.S. Drive profitability by identifying growth opportunities and following through to addendum approval. Manage P&L reconciliation, strategic implementation of facility and back office services, and employee and customer relations. Ensure Ricoh’s Service Excellence model is consistent nationally. Engage the necessary resources and high levels of functional integration to ensure the attainment of all Service Level Agreements (SLAs). • Function in Governance role for assigned accounts as “Customer Champion” • Facilitated Monthly Management Report meetings with key customer contact, and ensured Monthly Management Reports were conducted with local customer contacts by local accountable management • Ensured quarterly strategy updates and annual customer strategy were scheduled and executed in conjunction with the Global Account Manager and National Sales Representatives with national key contact.• Participate in Global Team Selling model in support of US and OUS activities. Interface with other Global Region teams in support of US Global customer • Reviews contract(s), Statement of Work, and operational requirements in order to determine time frames, procedures, resource requirements, and allotment of available resources in order to accomplish assigned projects.

Promoted to Director of Enterprise Billing within the Customer Administration Group. Accountable for ~$528 in Global Services revenue annually. Provide oversight for all departments in a Customer Care Center. Directly and indirectly responsible for oversight of 200+Ricoh employees across the U.S. Primary operational point of North America customer billing contact. Escalation point of contact to resolve employee issues at the Houston Customer Care Center location. Serve on the Business Integrity Committee.• Provided strategic direction and leadership to a highly motivated team of 200+ Ricoh employees in the Houston Customer Care Center; presided over and managed the Remote Field Billing team.• Accountable for developing a cohesive department consisting of both Customer Billing and Contract set up teams; committed to group goals and objectives that support Ricoh and our customers.• Clearly communicated job expectations/consequences of employees by training, coaching, counseling, directing, evaluating the work of subordinates to increase their performance and work quality.• Oversaw billing and ensured accuracy for assigned accounts. Escalated concerns to the appropriate resource. Worked with A/R to resolve collections issues with assigned customers.

Hand-selected to take on the role of Senior Manager of Managed Services Billing within the Customer Administration Group. Supported the Director of Managed Services Billing within the Customer Care Center. Responsible for the billing of $75M monthly in revenue and direct leadership of 80+ employees. Championed the Managed Services Billing migration into Oracle, consolidated two administrative business units, worked in collaboration with IT, Finance, and Operations to reengineer the entire contract billing process flow and invoice suite. Established stability after system migration to improve customer experience and survey results. • Provided oversight of Ricoh’s onboarding support processes (i.e., order management, billing, technical services, enterprise services) in relation to customer expectation and satisfaction. • Spearheaded the migration of Managed Services Billing from SBT to Oracle. Recipient of the silver ‘Ricoh Way Excellence Award’ for leading the Customer Administration team to migrate 1,100 MS accounts into the new Oracle system.• Accountable for business retention by assisting with the reestablishment of successful steady-state Service Level Agreements (SLAs) adherence and ensuring overall customer satisfaction.

Hand-selected to take on the role of Senior Manager of Order Management & State & Local Government Billing. Supported the Houston Center Leader within the Customer Care Center. Accountable for order management support to the Central region. Acted as liaison between Sales and other departments for the processing of equipment orders. Managed a team of 70 exempt and non-exempt employees, processing on a monthly basis 2,000 – 6,000 equipment orders representing $12-20M in equipment revenue.• Planned, organized, and monitored the use of resources required to provide quality service to customers within the financial, operational, and quality parameters assigned.• Coordinated with Funding Partners and Sales operations to resolve lease funding issues. Responsible for ensuring timely, accurate processing and invoicing of orders, and funding of $12-20M in equipment leases monthly. Partnered with Area Directors of Finance on revenue accruals and leasing issues, and with Configuration Centers’ for the timely delivery and retrieval of equipment.• Provided analysis of operational information to assess, interpret, and predict business performance to support senior management decisions. Worked with functional leaders to drive SOX compliance and evaluate controls to drive operational improvements.• Developed Customer Billing and Order Management policy and procedures with an emphasis on new and improved procedures to improve productivity, performance, and improve partnerships with Sales, Field Support, Supply Chain, and Finance leaders