RICOH USA, INC, | DIRECTOR, SERVICES PROGRAMS - SERVICE EXCELLENCE

April 2017 - Present

Maintain and improve award winning service delivery methodology, to ensure consistent execution and customer satisfaction
Coordinate and drive employee training content and expectations for higher levels of service
Direct operational processes across all corporate teams for an employee base of over 9,000
Inspect workflow for field utilization within US customer base
Oversee and administer all certification programs for US Managed Services Operations within the US
Film, produce and edit streaming broadcasts used to drive internal collaboration and communication. To date, 33 episodes have been produced within the past 4 years.
Implement and support national training initiatives by developing focused materials, leveraging existing courseware, establishing training goals, facilitating delivery and providing feedback on training needs and goal achievement across business (Sales, Operations, and Design)

RICOH USA, INC, | Sr manager, service excellence

December 2013 - April 2017

Ensured existing tools and processes within Ricoh Service Excellence remained current and effective Collaborated with region leaders on process development, incorporating elements into all tools, communications, and evaluations
Developed new web-based tools to replace manual documents which streamlined workflow for field operations, and provided service metrics which were used to improve and create new offerings
Measured compliance, gaps, and best practices to help determine the need for further training or process adjustments
Supported Service Excellence methodology collaboration in Canada, UK, and Latin America
Created internal streaming broadcast used to drive internal collaboration and communication

January 2013 - December 2013

Managed Implementations and Operations for Greater Chicago and Wisconsin
Rolled out new programs, tools to the field in an effective manner with full compliance with Ricoh’s standards
Ensured contracts were managed according to company standards, client specifications & requirements, by effectively supervised personnel and validation of service quality

November 2011 - January 2013

Served as primary leader for large implementations and projects across 11 states
Global resource fo SaaS (Software as a Service) demonstrations, consultation and internal training
Implemented and trained a 50 person remote monitoring team
Trained and implemented 50 person remote monitoring team
Measured compliance, gaps, and best practices to help determine the need for further training or process adjustment

November 2009 - November 2011

Managed SaaS for several high profile national customers
Conducted ongoing internal training for sales and operations as well as Ricoh onsite staff and end users
Implemented SaaS and scaled workflow for Ohio and Western Pennsylvania marketplaces

May 2008 - November 2009

Managed customer production center and fleet of multifunctional devices
Improved efficiency and expediency of production center which led to increased productivity for end users on their core tasks
Created and initiated quarterly end user training of convenience multifunctional devices

March 2007 - May 2008

Managed all inbound mail and accountable packages for Cleveland location which averaged 1500 pieces per day
Coordinated mail processing which included, inbound counts, sorting, department delivery and case data entry with team of 11 FTE