Olivia Carroll Hilliard, Oh 43026 (614) 216-1528 oscvirgo1@yahoo.com

Professional Summary

Results oriented client program management professional with 10+ years experience in managing billing operations, database reporting, asset management, sales, and customer service for national and international customer base. Successful in creating, developing, and managing personnel to achieve company goals, optimize performance, and provide ongoing training, coaching, and motivation of staff. Effectively collaborate with domestic and international teams, both internal and external, to ensure the achievement of overall company imperatives.

Skills Summary

Account Development & Retention

Accounts Receivable/Collections

Cross-Functional Team Coordination

Financial Reporting & Analysis

Policy & Procedure Administration

Asset Management

Team Building/Leadership Department Operation

Implementation Training & Development

Professional Experience

Omnicare, Inc. – Dublin, OH (February 2014 – Present)WIRELESS/PURCHASING ANALYST Assesses nationwide customer wireless device requirements and recommend the most cost effective carrier and device

to meet customer business needs Responsible for end-to-end wireless device order fulfillment from the initial order placed in ServiceNow (service

catalog) to customer satisfaction survey. Consistently exceeded all customer service SLAs Enters service orders into Verizon, ATT and Sprint order entry systems Coordinates with Telecom Billing to ensure effective inventory management, maintenance and billing reconciliation Primary point of contact for IT in regards to vendor performance including on-time delivery, quality of products and

services and problem resolution Manages internal customer service incidents via ServiceNow Creates and maintains user process documentation Collaborates with National Helpdesk on support issues as required for customer resolution

Redemtech/Arrow Electronics – Hilliard, OH (March 2004 – February 2014)ACCOUNT MANAGER I & II Provided daily support to a diverse customer base of 46 clients including international, healthcare, pharmaceutical and

insurance corporations Continuously monitored customer inventory to increase customer return and aid in reduction of total cost of operations Generated metrics and analysis reports for accounts, including cost of business, equipment reselling proceeds

management Patterned with corporate operations, accounting, sales, management, and warehousing operations to maximize process

efficiencies Facilitated weekly quality of service meetings with clients and internal staff

ACCOUNT COORDINATOR Provided daily support for Client Account Managers, and Sales teams Worked daily with the logistics team on scheduling, monitoring, and problem resolution Provided electronic pickup and deployment order entry support for clients Provided executive and senior management customer support Hosted client training calls via website training

Olivia CarrollResume, Page Two

Panera Bread – Columbus, OH (June 2001 – March 2004)SHIFT SUPERVISOR Prepared meetings and individual development plans for 35 direct reports inside bakery café. Executed company initiatives through written and verbal correspondence Developed future leaders as market training manager Completed multiple daily required reports for corporate review on monies, staffing, and product Oversaw all aspects of operations and provide impeccable customer service

Education

University of Findlay – Findlay, OH (1998-2001)Bachelor in Arts

Computer/Additional Skills

ServiceNow (Incident & Request Management) Microsoft Office Suite WebEx CRM Tool - Maximizer Executrain Time management and Business

Communications Skills Courses