RANDY MARTIN

512 Oakcrest, Lake Dallas, Texas 75065

Res: 940 498-4704 | Cell: 940 453-8567
rmb3c42a@westpost.net

PROFILE
Customer Service Account Management / Project Manager / Manager with successful
experience in research, analysis, bill collection, training, coaching, individua
l performance appraisals, revenue growth and loss prevention. Possesses outstand
ing organizational skills, the ability to multi-task and to select the right per
son for the right job leading to optimizing team performance.
KEY ACCOMPLISHMENTS
* Contributed to team growth revenue exceeding $94M during 2009
* Designed and managed project which generated $5.6M in 2009
* Received two Employee of the Quarter Awards
* Special recognition for numerous personal achievement awards
PROFESSIONAL EXPERIENCE
IBM 1992 - 2010
Administrative Growth Advocate (Manager) (2004 - 2010)
Lead a team to oversee bill collection, renewal of purchase orders, warranty ren
ewals, billing and collections, and assisting Sales Teams with outreach calls fo
r the West Coast and Central Regions.
* Identified programs loosing revenue by reviewing and analyzing data from contr
act collections, warranty renewals, billing concessions and expired purchase ord
ers.
* Assisted Sales Team with generating leads by contacting customers to discuss e
xpiration of upcoming warranty/maintenance agreements which resulted in $54.5M i
n revenue.
* Establishing and evaluating processes and procedures.
* Managed collections on both Software and Hardware Maintenance contracts and wr
ote processes for new Collections Project for Hardware Maintenance Agreements.
* Developed and maintained spreadsheets for all projects.
Enhanced Entitlement Specialist (2000 - 2004)
Oversaw an average of 8-10 Fortune 500 company accounts, providing detailed atte
ntion to customer service and satisfaction.
* Identified needs, collected and analyzed account data to account representativ
es to identify prospective sales leads.

Customer Entitlement Coordinator (1997 - 2000)

* Researched, ayalyzed and resolved failed hardware service calls, ensured accur
ate inventory corrections, billing and service delivery levels while maintaining
a high level of customer satisfaction.
Call Center Dispatcher (1992 - 1997)
* Received calls from service provider for the West Coast Region and dispatched
service calls to appropriate field personnel.
* Ensured calls were addressed within 15 minutes of reporting the issue.
* Managed and assigned service request based upon data provided by the field org
anization.
TECHNICAL SKILLS
Lotus Notes Word Pro, SmartSuite 1 2 3, Organizer
Microsoft Excel, Word
EDUCATION
North Central Texas College, Corinth Campus
Currently enrolled and pursuing Business Management degree
PROFESSIONAL DEVELOPMENT
ISO9000, Quality Management Systems, Policies and Procedures
7 Steps to Effective Leadership Skills
Advanced Leadership
Business Controls-Workplace Security
Diversity
Business Guidelines
Privacy Education Tool