Director of Supplies at Flex Technology Group (2025-02 – 2026-02)
Led all supply chain operations for the company's copier and managed print services business — overseeing procurement, inventory management, and distribution of hardware, parts, toner, and supplies while supporting service delivery and sales growth.
- Provided executive leadership for the supply organization during an enterprise-wide ERP implementation — driving change management strategy, ensuring data integrity, and managing the transition to go-live.
- Managed strategic vendor relationships with OEMs and third-party suppliers — enhancing supply chain reliability, improving collaborative service delivery, and negotiating agreements that supported cost-effective operations.
- Led continuous improvement initiatives across supply chain workflows — identifying and eliminating operational bottlenecks and aligning logistics with organizational priorities.
- Collaborated cross-functionally with service, sales, finance, and project management teams — aligning on priorities and ensuring timely delivery across complex enterprise programs.
Customer Engagement Manager at Ricoh USA (2020-04 – 2025-02)
Managed a strategic Fortune 500 enterprise portfolio — UCSF Medical System, Roche Diagnostics, Genentech, Fidelity Investments, Mastercard, and Google — with full accountability for retention, growth, product adoption, and long-term partnership value.
- Served as trusted advisor and senior strategic partner to C-suite and VP-level stakeholders — building executive relationships that influenced long-term commercial decisions and deepened account loyalty.
- Drove portfolio performance across retention, expansion, and operational health — including 500+ unit annual fleet growth at UCSF and contract renewals after competitive bid processes — through proactive relationship strategy and demonstrated commercial value.
- Navigated complex, ambiguous business challenges — including a critical relationship failure involving a 120+ day operational breakdown — by diagnosing root causes, aligning cross-functional teams, and executing a full recovery that saved the account and drove subsequent expansion.
- Influenced commercial strategy through customer insights — translating portfolio trends, escalation patterns, and customer feedback into actionable recommendations for Product, Operations, and Leadership.
- Established scalable account management rhythms and performance frameworks — building structured business review cadences, health tracking systems, and cross-functional governance that improved organizational effectiveness.
Billing Manager — State & Local Government at Ricoh USA (2017-12 – 2020-04)
Led a team of billing specialists supporting large, complex State & Local Government accounts — including State of Arizona and State of Oregon — with full accountability for team performance, service delivery, and customer satisfaction.
- Served as primary escalation point for SLG accounts — resolving complex service delivery and billing issues with speed and accountability.
- Reviewed and approved contracts, invoices, and payments for accuracy and compliance — developing financial presentations and forecasts for executive stakeholders.
- Streamlined billing and revenue recognition workflows — improving process efficiency, reducing errors, and ensuring accurate, timely submissions.
- Led cross-functional initiatives across Legal, Finance, IT, and Operations to resolve customer issues and deliver measurable outcomes.
Billing Team Lead at Ricoh USA (2015-03 – 2017-12)
- Coordinated daily workflow for a team of 10–20 employees — managing task assignments and scheduling to ensure timely billing operations across a large enterprise account portfolio.
- Reviewed invoices and verified billing data to ensure accurate contract billing and timely revenue recognition — resolving account discrepancies and complaints.
- Managed monthly KPI reviews to assess team performance and implemented one-on-one coaching to align individual results with departmental goals.
- Served as the primary resource for team inquiries on standard procedures and Oracle applications — trained team members on department policies and billing best practices.
