Dennis A Jolicoeur

Experience

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  Pitney Bowes

  Apr 1989 - Jul 2023

  As the lead contact for the client management team, I was responsible for persuasive interpersonal skills, partnership communication, and establishing client satisfaction and retention. I reviewed performance metrics and historical analytical data for any required improvements to ensure high-quality client services were provided. My business strategy concentrated on revenue growth and understanding the client's industry and economic trends. My account portfolio, 2 million annually.- Under my client portfolio, I successfully grew revenue for Canon USA's large format printer, laser, and divisions by over 250%.- Developed Master Service Agreements and Statements of work. Analyzed and improved profitability margin based on current market value and internal cost assessments.- Collaborated with accounts management, engineering, and dispatch teams, monitoring field service key performance indicators and performance, and identifying continued improvement needs.- Achieved account revenue growth by identifying outdated visit charge structure and implemented new per-incident visit charges.- Implemented end-user customer satisfaction surveys. Client loyalty was obtained by providing bi-monthly account reviews of surveys for improvement and quarterly business reviews of contractual key performance indicators and expectations.- Instructed the training and development team to assign model-specific certification records by zip code availability, eliminating the need for manually generated field service dispatches and reducing swivel seat resources.- Enhanced client satisfaction by resolving situations immediately and effectively. Show less National Accounts MVS liaison reporting to Client Relations Managers. Critical role function monitoring and reporting all service delivery client metrics for accounts with revenue over 100K. SME for field management and technicians regarding account-specific service delivery requirements.• Reviewed and streamlined business unit processes for continued improvement, minimizing cross-duplication of efforts and optimizing resources.• Key contact for client escalations and status updates• Monitored 3rd party MVS client’s statements of work contracts for compliance and non-scope creep.• Participated in virtual client meetings along with the Client Relation Manager monthly, reviewing company service delivery and contractual metrics. • Advised training and development team of additional training requirements. Show less System matter expert of 3rd party clients and printer and copier repair service delivery. Attended client’s quarterly business reviews representing company policy performance metrics. Assisted project managers with service delivery process improvements and solutions identified. • Ensured excellent service delivery experience with next business day response by monitoring open service dispatches daily, including monitoring warranty guidelines, revenue attainment, and parts returns, assisting in resolving parts issues, and recommending area technical support.• Implemented requirements for my attendance at internal company sales meetings. Promoting the sale of 3rd party service agreements. • Design customized client customer care guides, assisting field management and technicians.• Created standardization of technician certification requirements for the Workday platform • Standardized service delivery metric reporting to all MVS area accounts, Show less

  • National Client Relations Manager

    Jan 2018 - Jul 2023

  • US_SUPV I CUSTOMER SERVICE OPERATION

    Jan 2010 - Oct 2018

  • MVS Area Specialist

    May 2007 - Jan 2010

  • Senior Field Product Specialist

    Apr 1989 - Apr 2007
• 

  ServicePoint IT

  Nov 2023 - now

  National Account Executive - Print Solutions