Karen Lovely

3451 Mackenzie Crossing Cincinnati, OH 45245 (513)943-4606 klovely@roadrunner.com Business and Employee Development ~ Customer Service ~ Operations

SUMMARY Self-motivated, results driven professional. Seasoned in Operations, Sales and Customer Support Management with an extensive background in recruiting and developing team members. Proven ability to increase revenue through program development, relationship building and lead generation. Focused on improving efficiencies to reduce costs and increase profits while providing superior customer satisfaction. Leadership, excellent communications skills, strong analytical and strategic-thinking ability.

OBJECTIVE Exceed expectations to help the company and its customers win. Increase business by building strong relationships and developing employees to provide exceptional customer service.

PROFESSIONAL EXPERIENCE PROSOURCE, Cincinnati, OH June 2007-December 2012 $31M document solutions company providing hardware, software, solutions and scanning services to its clients to increase productivity in a cost savings manner and assist clients in running their business more effectively by improving their document workflow.

Operations, Sales Support and Customer Service Manager, 2009 to 2012 Operations management of document imaging services group providing back file scanning/imaging services. Increased sales revenues by an average of $300K-400K per quarter by developing a lead generation program for marketing team and employees. Managed offsite facilities management team and increased billable volume by 100K prints per month through processing of print production jobs for Cincinnati Public Schools (CPS), one of Ohios largest urban school districts. Implemented the installation of 300+ multi-functional devices and meter tracking software, and responsible for the development of an online print job ordering system utilized in the CPS District. Managed Customer Support department, processing an average of 2,500 service calls and 1,500 supply orders per month, to meet revenue billing and accounts receivable goals Implemented supply shipment program to lower company costs through a savings of $12,000 per month Managed resolution of customer support and escalation issues requiring high level urgent attention.

Administration Manager, 2007 to 2009 Managed the processing of an average of $2.5M in monthly sales and contract orders through direct billing or leasing to the customer. Managed the installation of National Accounts for local and out of territory accounts. Involved in development and roll out of new ERP and CRM systems (eAutomate and SalesLogix). Recruited, trained, developed, counseled and terminated employees as necessary.

EDOC SERVICE INC., Cincinnati, OH February 2005-June 2007 Edocs primary focus is on helping companies grow their client base through their proven marketing model. They also service a large medical transcription client base with a team of medical transcriptionists unparalleled in the industry. Marketing Team Manager Responsible for managing a phone marketing team working with clients to bring them qualified leads and set appointments. Direct sales role responsibilities to gain new clients for EDOC Marketing, including initial sales call, marketing strategies, phone dialogue development, and ongoing interaction with client to grow their business. Review results with clients weekly to attain the best possible results yielding a good ROI Recruited, trained, developed, counseled and terminated employees as necessary. KONICA MINOLTA USA, Ramsey, NJ Aug 1981 Jan 2004 Konica Minolta Business Solutions U.S.A., Inc. is a leader in advanced document management technologies, application solutions and IT Services from the desktop to the print shop. The company is focused on delivering complete solutions that include the manufacturing, servicing and sales of office systems, digital presses, production print systems, printers, vertical application solutions, and related services and supplies. National Contracts and Administration Manager (Sept 1996-Jan 2004) Managed 25 Customer Support personnel, including managers, supervisors, contract administrators, pricing administrators and clerical support, for Konica Minoltas national copier sales division. Recruited, trained and developed entire Customer Support team, including goal setting and critical success factor requirements. Consistently contributed towards our ability to exceed annual revenue goals ($135M+) through billing and contract set-up of over 20,000 units. Selected by management to assist IT Department in system enhancement of current billing and tracking system; involved in plans for implementation of SAP system. Customer Support Supervisor (June 1995-Sept 1996) Supervised a national customer support team of 50, responsible for the incoming and outgoing dispatch of service and supplies. Elected to conduct transition of administrative responsibilities (billing, shipping, contract set up, leases) from 43 field locations to corporate headquarters in CT. Recruited, trained, developed, counseled and terminated employees as necessary. Administration Manager (August 1981- June 1995) Managed all administrative functions (shipping, billing, contract set up, leases) for all sales and service branches, with staff ranging from 4 to 30 employees. Responsible for revenue cycle management to ensure billing and accounts receivable goals were met. Supported Regional Manager by successfully providing sales, service and customer support for various branches in the region.

EDUCATION / TRAINING BA in Psychology, Canisius College, Buffalo, NY Riordan Management Development VOLUNTEER WORK Helping Hands of Legendary Run Parent Volunteer at Immaculate Heart of Mary School and Parish Volunteer Candidate at Hospice of Southwest Ohio