Nicola Cunningham

-Coordinated large amounts of post-sales administrative requests via telephone, email and web between Accounts Receivable Representatives, Billing, Sales & Marketing Representatives and external clients for the North America market using internal IBM systems, tools and databases such as AS400, SAP and Salesforce. -Acted as the first point of contact and first line support for customer inquiries and complaints while taking ownership, resolving and responding efficiently in order to maintain and ensure a high level of customer satisfaction. -Processed and followed up on client invoice and credit requests, invoice payments, billing disputes, tax issues, contract copies, statements of accounts and client master records updates in regards to DSW and SaaS Software, Hardware/Parts, Maintenance, Leasing and Services billing. -Gained a deep knowledge of the Quote to Cash process including billing, AR, cash administration, invoicing and cash collection while experiencing the implementation of Agile methodologies. -Investigated and researched information on various IBM products in order to provide support to client's inquiries that were not purely AR related such as technical support and product information. -Participated in the Client Advocacy Guild by using client feedback in order to identify inefficiencies in the Life of an Invoice process within our organization. -Actively helped shape process improvements for IBM Acquisitions and Divestiture Teams in order to provide clients proper assistance before, during and after the transition. -Mentored and trained new employees on the policies and procedures of the team as well as department processes and guidelines. -Obtained Acclaim Badges in Agile, Client Advocacy, Design Thinking, Blockchain Essentials, Cognitive and Accounting and Finance.