Experience

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  HP

  • Delivery Operations-AMS: First Tier Support

    • Feb 2014 - Present

    The primary function of the Customer Operations Tier 1 Support Resource is to clarify and support user needs by responding to and educating on process and IT issues in support of PPS Customer Operations businesses which will result in a better quality product delivered on-time. Another key function is to provide timely linkages to and communication with Process Performers, Process Managers, Tier 2 support and IT.Primary responsibilities: • Receive and acknowledge issues from customer base or identify issues• Perform case qualification, verify problem/analysis and confirm prioritization with customer base.• Identify and verify the impact of various alternatives on local or regional systems/processes• Define interim strategies or workarounds and facilitate communication to user community through defined processes• Identify and involve additional resources if necessary, but maintain ownership of issue. Exercise strong judgment in engaging other support team members as appropriate• Educate and consultAssist in:• Product structure, pricing, and configuration rules• Resolving configuration and processing errors for Quote, Renewal, and Amendment scenarios.• Thoroughly test proposed workarounds• Utilize root cause codes on all cases to identify trends, gaps, training, etc.• Identify and communicate training gaps of the Users to appropriate parties. • Proactively suggest process updates and improvements to appropriate teams based on trend analysis. Communicate to management regarding current business process effectiveness and ideas for improving operational efficiencies.• Keep up to date with local business requirements and practices and communicate information to the appropriate business users• Build effective partnerships/linkages to organizations/divisions• Key participant in PPS Customer Operations system and process design• Process and Capabilities project related subject matter expert (SME)

  • Operational Acct Mgmt Advisor

    • Feb 2011 - Jan 2014

    Responsible for administering business transactions associated with custom contracts engagements for printer support service customers. Primary Responsibilities- Develop & oversee invoicing activities to meet contract terms- Establish customer invoice account files & records- Create invoices, purchase orders- Ensure asset management & entitlement responsibilities meet contract- Manage lease engagement responsibilities to meet contract terms- Procure printer-related products- Ensure requests to add products & services to meet contract terms- Place & track orders with HP suppliers- Act as conduit for escalations regarding product shipments, invoices, & othertransactions- Develop & document processes and act as point of contact as neededAdditionally:• Manages the operational business relationship of mid-size to large domestic accounts; serves on account team.• Conducts and reviews highly complex operational analysis.• Acts as a point of escalation and collaborates with other functions to drive resolution of operational issues of medium to high complexity, in support of the customer/partner requirements.• Represents the customer/partner needs and provides business requirements to projects of moderate to high complexity.• Prepares and runs operational performance reviews with the customer/partner and supports improvement plans.• Consults and advises on operational matters of medium complexity to internal clients at peer levels and above.• Proactively communicates operational process changes to customers/partners and internal clients; supports the implementation phase • Contributes to business- or function-wide solutions that impact multiple business units and/or countries.• Typically partners with internal clients at peer level or one level above.

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  Manpower Professional at HP

  • Customer Account Analyst

    • Mar 2007 - Jan 2011

    Responsible for administering business transactions associated with custom contracts engagements for printer support service customers. Primary Responsibilities include:• Develop & oversee invoicing activities to meet contract terms• Establish customer invoice account files & records • Create invoices, purchase orders using Oracle SAP system.• Ensure asset management & entitlement responsibilities meet contract and Statement of Work.• Manage lease engagement responsibilities to meet contract terms working with HPFS.• Procure printer-related products using HP Direct B-2-B online tool.• Ensure requests to add products & services to meet contract terms • Place & track orders with HP suppliers • Act as conduit for escalations regarding product shipments, invoices, & other transactions• Develop & document processes and act as point of contact as needed

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  Lozier Corporation

  • Sales Rep

    • 1995 - 2006