Kyna Cotter

Experience

• 

  Irwin's Hallmark

  Aug 1998 - Aug 2001

  Sales Associate

  Customer Service.Open/Close duties.Cash register.

• 

  Ricoh USA, Inc.

  Mar 2003 - Oct 2024

  I provide leadership and direction management to a team of fifteen (15) employees while encompassing the meaning of excellent customer service internally and externally. I coach, develop, and empower employees to fine tune their commitments. I follow the necessary reporting structure and completion of administrative duties in a timely manner and meet all deadlines. I am tasked with account billing, time off calendar, site reporting, streamlining processes and procedures, weekly scheduling, overflow/backfill of site coverage, supply orders, employee training/cross-training, mail research/issues, copier/printer fleet reporting, and serve as the backup to the Service Delivery Manager when out of the office. Show less I provided leadership and direction management to a team of four (4) employees while encompassing the meaning of excellent customer service internally and externally. I coached, developed, and empowered employees to fine tune their commitments. I followed the necessary reporting structure and completion of administrative duties in a timely manner. I reconciled and followed up on all package and/or mail requests as well as researched missing packages. Not only did I provide managerial support to the On-Site Mail Room, but I was also responsible for the copier/printer fleet (over 600+ devices) throughout the Greater Memphis Area and satellite locations across the United States. I was often called upon to be the backup for our Area Manager when she was out of the office. After partnering with the customer, I was able to establish an annual cost savings by finding unused toner from various partner sites for free as well as helping to reduce the cost of excessive customer damage to equipment. Show less I was the First Responder to device issues on five (5) campuses throughout Memphis as well as the satellite sites across the United States. I created service requests in the TRAC system and worked with technicians to troubleshoot device issues. Escalated customer issues as needed within the proper company channels. I also provided a monthly collection of meter reads, completion of billing template, MOR reporting, Site Procedures Guide changes/updates, and any other needed assembling of information as requested. I provided weekly MFD (multi-functional device) maintenance and maintained a prominent level of customer service on-site. Show less I was the First Responder to device issues on campus as well as the satellite sites across the United States. I created service requests using the IRIS software system and worked with technicians to troubleshoot device issues. Escalated customer issues as needed within the proper company channels. I provided a weekly and monthly collection of meter reads in addition to weekly Excel job tracking logs. I completed daily MFD (multi-functional device) maintenance and maintained a prominent level of customer service on-site. I also occasionally assisted our Copy Center team on customer job requests as needed. Show less I maintained positive relationships with hundreds of auto dealerships while providing BMW credit information across the U.S. and Canada. I demonstrated familiarity with banking and lending practices and terminology as well as excelling in customer service in a high-volume Call Center environment. I facilitated employee communications to department staff and completed the weekly department supply ordering. I exuded a prominent level of administrative services including: data entry, customer correspondence, fax distribution, and Microsoft Office applications. I became resourceful in MFD scanners and imaging equipment along with acquiring essential Mail Room and Courier (FedEx / UPS) experience. I was also efficient in Appro and Siebel software. Show less

  • Sr. Site Manager

    Sept 2022 - Oct 2024

  • Field Service Representative 2

    Mar 2020 - Sept 2022

  • Site Manager

    May 2017 - Feb 2020

  • Print Support Specialist

    Dec 2013 - May 2017

  • Senior On-Site Service Specialist/Fleet Manager

    Feb 2013 - Nov 2013

  • Senior On-Site Service Specialist

    Mar 2003 - Feb 2013