Tanyia Marcus

• Handles customer inquiries, and may have full ownership of an inquiry, providing timely customer service support on issues related to billing, order status, deliver, cancellation, 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.
• 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.
• Performs other duties as assigned.

• Contributed to process improvements within the department by actively participating in brainstorming sessions, offering suggestions, and implementing approved changes.
• Worked with multiple departments to check proper billing information.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Responded to customer concerns and questions on daily basis.
• Researched and resolved billing discrepancies to enable accurate billing.
• Enhanced customer satisfaction by addressing billing inquiries professionally and providing effective solutions.

• Receive sales orders from Order Support Associate: As an entered/booked order that is partially or completely entered in the sales order application.
• Verifies accuracy of product information, and pricing according to published price structures and customer contract agreement; follows up on any 2 modifications to original order to ensure billing accuracy.
• Evaluates factors for orders that determine revenue and cost, including pricing and lease rates.
• Responsible for supporting the Sales organization in generating profitable, quality orders.
• Maintain constant communication with Sales Rep to facilitate the Operations related processes to minimize cycle time.
• Completed sales orders with accurate data that optimizes order revenue profitability.
• Served as a gatekeeper to ensure orders are in line with established policies.
• In charge of resolving issues related to sales orders.
• Process complex orders that requires extensive research.
• Validate Reports.
• Liaison between sales and other departments

• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Managed time efficiently in order to complete all tasks within deadlines.