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Micaela Randall 1486 Crater Street Simi Valley CA, 93063 Cell Phone: 805 433-2985 E-mail mr1cc203@westpost


Professional Objective: Experienced Administrative professional with extensive knowledge of Contracts Ma nagement, Customer Relations, Technical Support Management and Account Managemen t. I am known for having a strong sense of responsibility, effective interperso nal skills and the ability to contribute to teamwork, even in high-pressure envi ronments. Excellent customer relations and technical support skills, I am look ing for a n Account Manager position that will demonstrate my skills and leade rship ability. Operations/Contracts Administration Technical Support Credit Reconciliation Customer Service Billing Reconciliation Technical Administration Help Desk Support Customer Relations Data Analysis RICOH CORPORATION Simi Valley CA (2005-2009) (Formally Ricoh Printing Systems, America) Administrator/Service Support Manager Responsible for supporting contract management and providing administration in a ccordance with company policies, legal requirements, and customer specifications . Supported sales and marketing to increase sales and and provided support for p roduct management. Operations management, team leadership, Policy administration, time management, Vendor relationships, conflict resolution, motivation and business administrati on. Responsible for administration of contracts and agreements for the customers on pricing quotes to vendors for service contracts. Obtained contract renewals for service vendors such Rosetta Corporation, and Uni sys, and Reviewed and administered contracts and modifications; prepared contrac t review records and obtained necessary management approvals. Prepared and maintained contract documentation and provided information to prope rty and procurement departments. Managed purchase orders, and contract billings with Ricoh Corporate Accounting o ffice. Management Liaison between service clients, dispatch call center and Service Dep artment. Provided call escalations in regards to response time, call volume to ensure ove rall customer satisfaction. Resolved Credit and Billing discrepancies, between clients and Ricoh Credit Depa rtments. Analyzed and evaluated statistical data on clients, involving customer complaint s, service issues and billing discrepancies.

RPSA /HITACHI KOKI IMAGING (Ricoh Printing Systems, America) Simi Valley CA (2002-2005) Technical Support Specialist/ Help Desk Administrator Performed Help Desk Technical Support in dynamic call environment. Maintained Customer Database for Technical Issues Provided Statistical Reports related to customers Service Issues Provided Troubleshooting on Technical Service issues for technicians. Liaison between Engineering Department , Service Departments and Management. Provided call escalations for problem service issues. Provided Managerial and Statistical reports on clients including service call hi story. Handled a high influx of service calls in a dynamic call center environment. Responded to customer inquiries and requests to resolve issues efficiently and p rofessionally. Provided effective and timely resolution of a variety of customer service issues . Completed ongoing training to stay abreast of product, service and policy change s.

COUNTRYWIDE HOME LOANS Simi Valley CA (1999-2002) MCR Technician/ Payment Processing Performed batch control of transaction data for fortune 500 mortgage company. Processed daily receipts and postings for payment processing department. Daily reconciliation of mortgage accounting balance. Experience with Payment Processing, Payoffs and Accounts Reconciliation. Experience with reviewing and processing transactions, sorting using electronic or mechanical equipment. Education Bachelor of Science Information Technology, University of Phoenix, Woodland Hill s CA. Technical Skills MS Office, Word, Excel, Access, AS400 CPSE, (Certified Product Support Engineer) , for RICOH CORPORATION. Knowledge of RFP a(Request for Proposal) and SOW (Sta tement of Work) procedures and protocol. Strong communication and organizationa l skills and the ability to work independently. Solid administrative skills, w ith extensive knowledge of Excel Spreadsheets, Database and Customer Service Ski lls. Familiar with FTP protocol and commands.