Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Lynette Trotter

24577 County Road 76 #41, Grand Rapids,MN

Summary

Results-driven Maintenance Contract Analyst with expertise in contract management and project coordination at Avaya. Proven track record in problem resolution and effective communication, enhancing operational efficiency and client satisfaction. Recognized for optimizing processes and training teams, ensuring compliance and accuracy in high-volume environments. Detail-oriented with strong analytical skills.

Overview

2026
2026
years of professional experience

Work History

Maintenance Contract Analyst

C1 ConverveOne
Remote Grand Rapids, MN
08.2014 - 07.2025
  • Built, entered, and renewed a high volume of software support, in-house, retail, and third-party contracts in Alert and NetSuite databases.
  • Assigned as subject matter expert within Accounting department to resolve contract discrepancies involving terms, pricing, and billing adjustments
  • Collaborated with client executives, inside sales support, and purchasing on recasting maintenance contracts for C1 revenue and cost credits.
  • Refined contract databases to include updated contract expiration details and adjustments to customer information, contract terms, and pricing.
  • Guided Sales, Accounting, and Collections with insights into support contract intricacies.
  • Acted as subject matter expert within Purchasing, overseeing vendor order processing and investigating purchase order challenges to streamline vendor payment.
  • Optimized prioritization of tasks to consistently meet stringent deadlines and operational standards.

Manager Contract Maintenance Team

Avaya
Oklahoma City, OK
01.2014 - 08.2014
  • Guided subordinates in achieving goals aligned with established policies.
    Conducted monthly quality reviews of processed contracts, disputes, and cancellations.
  • Coordinated resolution of maintenance escalations, status inquiries, and billing issues as primary liaison for employees and sales teams.
  • Refined quality review processes, improving front door procedure to boost efficiency and accelerate workflow for employees.
  • Established comprehensive training for associates regarding disputes and Avaya IP Office Support Services process
  • ·Acted as Global Subject Matter Expert for Maintenance workflow, Avaya Media Server Quoting Tool (MSQT), and full suite of quoting tools.

Maintenance Contract Administrator

Avaya
Oklahoma City, OK
02.2006 - 12.2013
  • · Conducted review of Avaya telecommunications retail/wholesale and co-delivery maintenance agreements to ensure compliance with legal requirements, accuracy, quality, and customer expectations.
  • Created maintenance quotes through Avaya Multi Site Quoting Tool, ASD, and Maintenance Pricing Tool.
    Applied knowledge of SAP to streamline operations and enhance project efficiency.
    Employed Avaya PLDS system to verify service offerings and pricing accuracy.
    Conducted data analysis using Avaya BI reporting to drive decision-making processes.
  • Designated Subject Matter Expert for Avaya maintenance and support offerings.
    Facilitated training classes for new hires on Avaya Sales offerings.
    Possessed in-depth knowledge of Avaya equipment and system reporting processes.
    Contributed to team development concerning Avaya Support Advantage and Software Support.
  • Served as single point of contact for five major Avaya third-party retailers.
    Provided maintenance sales support and technical assistance to enhance service delivery.
    Resolved technical issues and billing disputes to ensure client satisfaction.
    Coordinated problem resolution efforts to maintain productive retailer relationships.
  • Collaborated on numerous Six Sigma process optimization teams
  • Engaged with Avaya Executive office to mediate customer disputes

Supervisor/Team Leader

XCEL ENERGY (FORMERLY NORTHERN STATES POWER)
Minneapolis, MN
  • Investigated, managed, and concluded complaints from Consumer Affairs, Executive Team, Public Utilities Commission, and Attorney General that had not been resolved by customers
  • Oversaw project management functions alongside managing call volume and training 40 staff members, guaranteeing proper staffing during severe weather events.
  • Directed and supported customer service and collection personnel, ensuring understanding of policies, procedures, company service standards, and Minnesota Public Utility Commission regulations.
  • Coordinated instructional coaching to ensure advocates deliver effective and efficient service through tailored development strategies and discipline

Education

Associate of Arts - Travel Management

Dakota County Technical College
Rosemount, MN

Skills

  • Problem resolution expertise
  • Detail-oriented
  • Independent decision making
  • Analytical thinking
  • Collaborative teamwork,
  • Effective multitasking
  • Integrity and confidentiality
  • Client relationship management
  • Verbal and written communication
  • Organizational expertise

Accomplishments

  • Won a C1 Silver Award. While reviewing vendor invoices it came to my attention that were not billing for Cisco generated contract modifications. This resulted in additional billing of over $1 Million.

Timeline

Maintenance Contract Analyst

C1 ConverveOne
08.2014 - 07.2025

Manager Contract Maintenance Team

Avaya
01.2014 - 08.2014

Maintenance Contract Administrator

Avaya
02.2006 - 12.2013

Supervisor/Team Leader

XCEL ENERGY (FORMERLY NORTHERN STATES POWER)

Associate of Arts - Travel Management

Dakota County Technical College

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