Micaela Randall

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

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.