Dynamic Customer Professional w/ 10 years of Progressive Experience

12/2007 - 10/2008

ViaSat Satellite Networks

Individual Contributor

• • Managed order entry through pre-sales engineering and Oracle entry process (end to end) • Coordinated processing of contracts and purchase orders for materials and labor from sales staff or from direct customer contact • Coordinated with finance, contracts, logistics and shipping departments regarding credit status, shipping dates, prices and product availability • Ensured compliance with revenue recognition policies, Sarbanes Oxley policy pertaining to booking and shipping orders, and ISO 9001 procedures • Obtained all necessary approvals and resolves order deficiencies prior to acceptance of purchase order • Liaised with customer to ensure accuracy of purchase order content • Responded to customer request, both electronically and via the phone • Documented all customer complaints and inquires • Managed data and information within the CRM system • Maintained customer files electronically • Prepared and reviewed internal sales and system reports • Supported operations in conducting analysis and identifying issues with current internal operational processes • Recommended new and improved procedures as needed to improve productivity and job performance

2/2007 - 12/2007

Sun Microsystems, Inc.

Individual Contributor

• • Create and process product orders from Sun Sales, Customer or Partner order requests • Interpret a backlog and resolve product order related issues with internal and external customers • Revise and renew existing product order information • Provide product order support and consultation to Sun Sales, Customer or Partner • Ensure a quality customer experience throughout the product order process • Maintain productive, cross-functional, business relationships with Sun Sales, Customer or Partner • Manage product order shipments

3/2006 - 2/2007

Sun Microsystems, Inc.

Individual Contributor

• • Ensure that quotes are prepared in a timely fashion for renewals • Work closely with Base Sales Representatives and renewal team to ensure quotes reflect correct products and entitlements • Analyzes customer billing and payments for discrepancies • Contract validation • Process tax write offs • Communicate with internal and external customers • Check for complete installs and case closures • Prepares deals for Revenue Recognition review • Complete quarterly metric analysis • Provide update to management on revenue recognition deals pending revised booking documents, installs, and accounting review via quarterly forecast calls • Works closely with team lead and Renewal Manager with additional duties as needed

10/2004 - 4/2005

IKON Office Solutions

Individual Contributor

• • Served as company representative to resolve issues for customer and account team contracts • Provided quality assurance to orders submitted as completed by the OC team • Documented errors for each OC to be used as a training/performance improvement tool • Provided data support to PAR team for publishing Audit statistics • Counseled associates on errors made and opportunities for process or skill improvement • Assisted associates and senior associates with complex orders • Liaison for IFS on customer resolution issues • Established & maintained excellent working rapport with internal and external customers • End-to-End contract administrator for external customers and internal account management teams

6/1998 - 5/2004

Hewlett Packard

Individual Contributor

• • Served as point of escalation for customer and account team contract issues • Published service handbooks, quarterly newsletters and monthly service activities to customers • Determined methods and procedures for new customer assignments • Worked on complex assignments to resolve problems and/or develop recommended solutions for the customer • Developed monthly Service Activity Review meetings with customer and account team • Worked with contract customers on Mission Critical hardware and software support

1996

Bachelor Degree

Tennessee State University

• Political Science