Alison R. Resnik
New Smyrna Beach,FL
Summary
Results-driven operations and project management professional with 20+ years of experience leading process improvement, sales operations, and administrative functions. Proven track record in leadership, driving efficiency, managing cross-functional teams, improving P&L performance, and optimizing supply chain and warehouse operations. Skilled at influencing stakeholders, delivering data-driven insights, and leading large-scale initiatives in dynamic environments.
Overview
10
10
years of professional experience
Work History
Program Manager, Digital Customer Engagement
Ricoh Americas
01.2023 - 01.2026
- Develop and manage the programs that facilitate the lead to revenue operating model ensuring measurable customer success, retention and expansion.
- Ensure cross-functional internal alignment, readiness and optimization.
- Manage the processes for all inbound and outbound programs, lead routing, lead management, nurturing, customer success and customer experience.
- Create short and long-term forward-looking strategies to maintain competitive advantages in the program.
- Delivering meaningful, strategic and tactical insight into leadership through employee and customer feedback, key performance indicators and analysis.
- Work closely with Sales to analyze and identify opportunities for sales productivity improvement by evaluating tools and processes and developing recommendations to ensure Sales is positioned to success.
- Create process alignment and linkage of the lead revenue program with cross-functional departments as well as within Marketing.
- Leverage industry best practices and research to identify opportunities for continuous improvement.
- Align US and Canada processes into a unified program.
- Oversee the design and reporting of key performance indicators to manage the health of the assigned program at the customer segment, channel, region and market level.
- Partnered with Ap Support to design and launch a chatbot that leveraged curated knowledge to answer common sales questions related to order status reporting.
- Formerly Ikon Office Solutions Company underwent multiple acquisitions; employee retained throughout transitions.
Senior Analyst, Customer Insights
Ricoh Americas
01.2020 - 01.2023
- Led end to end customer insight initiatives by analyzing survey, behavioral, CRM and operational data to surface actions that influenced product marketing and CX decisions.
- Owned and evolved key customer experience metrics ensuring consistent measurement, trend analysis and alignment to business outcomes.
- Conducted deep dive analyses to identify drivers of customer satisfaction, loyalty and churn across segments, journeys and touchpoints.
- Identified opportunities to improve customer experiences by mapping customer journeys and highlighting friction points and moments that matter.
- Influenced senior leadership by presenting insighted supported by data, customer feedback, and business context, driving data-informed decision-making.
- Collaborated with Sales Operations to develop a centralized sales support dashboard, enabling self-service access to answers for common day to day sales questions and reducing reliance on manual support.
Senior Analyst, Process Improvement, Customer Administration
Ricoh Americas
01.2016 - 01.2020
- Ensured proper project scope, financial measures, project planning, communications, resources results, and overall project quality.
- Led enterprise-wide process improvement initiatives, ensuring successful implementation across field operations.
- Clearly communicated and clarified purpose, goals and expectations in a way that positively influenced people and events.
- Collaborated with other leaders, team members and internal and external customers to implement a solution or initiative. Build team morale and productivity encouraging respect for and capitalizing on team differences.
- Developed and monitored KPIs, performance metrics, and project goals to drive measurable results.
- Conducted detailed data analysis and trend reporting to support strategic decision-making.
- Prepared and delivered executive-level presentations to senior leadership.
- Built strong cross-functional relationships, effectively navigating high-pressure situations and resolving conflicts.
- Provided matrix leadership across teams to ensure alignment, progress, and achievement of business objectives.
- Standardized operational processes to improve efficiency and consistency across business units.
- Created, tested and launched the Sales Order Status Report to improve order visibility.
- Other Positions held: Central/North Florida Marketplace General Operations Manager | Florida District Cycle Billing Manager | Florida District Order and Leasing Manager | Process Improvement Manager | Customer Support Liaison | Order Coordinator Supervisor/Branch Administrator
Education
Associate of Science - Business Management
Valencia College
Orlando, FLSkills
- Decision-making
- Remote team management
- Team leadership
- Event planning and execution
Websites
Timeline
Program Manager, Digital Customer Engagement
Ricoh Americas
01.2023 - 01.2026
Senior Analyst, Customer Insights
Ricoh Americas
01.2020 - 01.2023
Senior Analyst, Process Improvement, Customer Administration
Ricoh Americas
01.2016 - 01.2020
Associate of Science - Business Management
Valencia College
Community Involvement
2020, Present, Faith Formation Teacher 2020 - Present, HOA Board Member 2025 - Present, Always Wear Year Seatbelt Foundation - Board Member and Parliamentarian 2011-2024