Shannette G. Dennis
Loganville
Summary
Targeted agency roles to utilize academic training and practical experience, contributing to personal and professional growth.
Overview
21
21
years of professional experience
Work History
Administrator, Dealer Returns
Ricoh
01.2023 - Current
- Responsible for processing Return Material Authorizations and tracking the order progression.
- Acts as liaison between Customer Care Centers and the Warehouse. Provides excellent customer service and ensures that the warehouse receives accurate equipment return orders.
- Provides quality assurance for the Order Management department and gives feedback to Supervisor on errors made and process/skill opportunities.
- Provides support, technical assistance, and coordination to the Order Management team in regard to Return Material Authorizations.
- Evaluates orders to ensure accuracy and progression.
- Creates service requests to cancel customer contracts for dealer orders.
- Ensures all associated supporting documentation is provided.
- Completes return material authorizations based on the quality requirements dictated in RICOH Policy and procedures.
- Must be adept at utilizing resources that have functional responsibility for Sales, Operations, and Finance to assist them.
- Provides status update on open return orders to supervisor.
- Ensures accurate and timely pickups.
- Stages return orders in order entry process and tracks through to return completion.
- Updates Customer and Install Base.
- Provides excellent customer service to internal and external customers.
- Assist with training of new employees.
- May be liaison with third party leasing companies on Customer Resolution issues.
- May serve as a lead in coordinating the flow of paperwork to Associates and Specialist.
- Performs other duties as assigned
Billing Sr Specialist, Dealer Services
Ricoh
11.2014 - 01.2023
- Responsible for accurate and timely customer billing utilizing knowledge of company products, processes and internal resources.
- Provides a high level of customer service to internal and external customers by demonstrating prompt and thorough attention to issues and requests.
- Interacts with other members of the organization as required, in support of the customers and Ricoh.
- Interacts with Lease Portfolio Team/leasing partners.
- Creates additional invoice support for customers as required and is adept in providing customer specific attention.
- Handles customer inquiries, and may have full ownership of an inquiry, providing timely customer service support on issues related to billing, order status, deliver, cancelation, etc.
- Enters maintenance/contract data into billing system as sold by sales professional.
- Obtains meter reads, purchase order numbers and other billing information, as necessary, from customers and other Ricoh personnel.
- Works with Ricoh locations to resolve discrepancies in billing information.
- Creates and maintains contract records and billings.
- Maintains database integrity by ensuring verification of customer information and file maintenance (i.e., contact information, customer account changes, addresses, phone #, equipment ID #, etc) and forward as necessary.
- Meets department’s attendance and punctuality standards. Allow flexible availability to accommodate work schedule, when necessary.
- Makes daily contact with Sales personnel, operations personnel, sales, operational management and internal personnel, sales and operational management and internal personnel to resolve issues and answer questions.
- Answers incoming calls from internal or external customers regarding questions or invoicing/options and proactively resolves all outstanding issues.
- Requests credit memos for any erroneous or changed billing.
- Deletes maintenance/contract data when equipment has been removed.
- Reports unbilled contracts information to Management on a monthly basis.
- Promotes other company products and services.
- Some overtime is required to meet deadlines.
- Performs other duties as assigned.
- Provides complex reporting/spreadsheets as requested by customer and/or Sales professional.
- May assist in coaching/mentoring junior peers.
- May assist in facilitating team meetings/huddles.
- Creates efficiencies in interdepartmental practices and processes.
- Assists team members with resolution of customer issues and more complex problems.
- Performs other duties as assigned.
Order Coordination Specialist
Ricoh
08.2010 - 11.2014
- Serve as the primary liaison between sales staff and fulfillment warehouse.
- Responsible for auditing incoming service orders upon receipt and notifying appropriate party of order discrepancies and conflicts.
- Responsible for ensuring customer equipment orders and maintenance agreements are processed accurately and within service agreement timeframe.
- Provide cycle billing set-up for reoccurring customer invoicing.
- Update and maintain customer and inventory records.
- Notify warehouse of customer request to extend machine trial periods.
- Responsible for compiling a daily open and incomplete order status via spreadsheet.
- Audit service contracts entered within Oracle for approval or rejection based on order specifications and Sarbanes Oxley compliance.
- Update annual customer pricing increases from monthly service manager report.
- Responsible for entering customer contract stipulations prior to first invoice to ensure accurate usage invoicing.
- Process credits/re-bills due to erroneous invoicing and modifications to customer service contract, including refinancing and upgrades.
- Work within IKON departments and process credit adjustments to resolve customer billing disputes.
- Responsible for researching and rectifying unbilled contracts and incorrect service invoices.
- Process completed lease orders for submission for funding by third party financier and follow up for any necessary funding adjustments.
Accounts Receivable Associate
IKON Office Solutions
07.2009 - 08.2010
- Manages portfolio by reviewing aging reports and initiating calls to customers with past due balances to arrange for payment.
- Resolves customer complaints and researches account discrepancies.
- Manages A/R balances at current with minimal DSOs for specific accounts or ranges of accounts.
- Documents all account activity.
- Identifies issues causing delays in customer payment and works to resolve those issues.
- Establishes and maintains excellent working rapport with internal and external customers.
- Works with various departments to establish and maintain criteria needed by customer to enable timely payment.
- Submits credit, adjustment, and/or customer refund requests for account resolution.
- Adheres to IKON policies and procedures.
- Maintains effective communication with internal and external customers.
- Performs other duties as assigned
Order Coordination Specialist
IKON Office Solutions
05.2005 - 08.2007
- Serve as the primary liaison between sales staff and fulfillment warehouse.
- Responsible for auditing incoming service orders upon receipt and notifying appropriate party of order discrepancies and conflicts.
- Responsible for ensuring customer equipment orders and maintenance agreements are processed accurately and within service agreement timeframe.
- Provide cycle billing set-up for reoccurring customer invoicing.
- Update and maintain customer and inventory records.
- Notify warehouse of customer request to extend machine trial periods.
- Responsible for compiling a daily open and incomplete order status via spreadsheet.
- Audit service contracts entered within Oracle for approval or rejection based on order specifications and Sarbanes Oxley compliance.
- Update annual customer pricing increases from monthly service manager report.
- Responsible for entering customer contract stipulations prior to first invoice to ensure accurate usage invoicing.
- Process credits/re-bills due to erroneous invoicing and modifications to customer service contract, including refinancing and upgrades.
- Work within IKON departments and process credit adjustments to resolve customer billing disputes.
- Responsible for researching and rectifying unbilled contracts and incorrect service invoices.
- Process completed lease orders for submission for funding by third party financier and follow up for any necessary funding adjustments.
Asset Relocations Specialist
IKON Office Solutions
05.2005 - 08.2007
- Review incoming requests, for complete information and Sarbanes Oxley compliance.
- Prepare pricing quotes for customer equipment moves.
- Act as the liaison between external customers, sales team and Configuration Centers to coordinate logistic details for customer equipment moves.
- Work closely with Supply Chain to ensure timely response to all requests.
- Update IKON systems to reflect customer location changes and bill associated charges upon completion of move.
Education
Associate of Science - Business Administration And Management
Florida State College
Jacksonville, Florida, FL06.2006
Skills
- Executed order processing operations to ensure timely fulfillment and customer satisfaction
- Delivered exceptional customer service to enhance client satisfaction and loyalty
- Supported quality assurance processes to enhance product reliability and performance Collaborated with teams to identify and resolve defects efficiently Assisted in maintaining documentation for quality standards and procedures
- Executed material authorization processes to ensure compliance with procurement standards
- Oversaw contract management processes to ensure compliance and mitigate risks
- Oversaw documentation management processes to ensure accuracy and compliance
- Facilitated interdepartmental collaboration to enhance project outcomes
- Facilitated resolution of billing disputes to enhance customer satisfaction
- Ensured adherence to Sarbanes-Oxley compliance standards and regulations
- Conducted thorough evaluations to ensure data accuracy and integrity
Timeline
Administrator, Dealer Returns
Ricoh
01.2023 - Current
Billing Sr Specialist, Dealer Services
Ricoh
11.2014 - 01.2023
Order Coordination Specialist
Ricoh
08.2010 - 11.2014
Accounts Receivable Associate
IKON Office Solutions
07.2009 - 08.2010
Order Coordination Specialist
IKON Office Solutions
05.2005 - 08.2007
Asset Relocations Specialist
IKON Office Solutions
05.2005 - 08.2007
Associate of Science - Business Administration And Management
Florida State College