Regina M.

Walker
rw57db7e@westpost.net
37 Park Street
Oxford, MA 01540
Residence: (508) 987-0389 Cell: (508) 400-0279
Career Summary
Professional customer service representative/executive administrative assistant
with over 20 years of cross industry experience. Strong organizational abilitie
s, with good verbal and written communication skills. Recognized for great atte
ntion to detail, strong work ethic, easy to approach. Ability to communicate at
all levels. Enthusiastic team player with a genuine commitment to high quality
service. Proficient with Microsoft Word, Powerpoint, Excel, and Lotus Notes.
Professional Experience
IDC (International Data Corporation) 1997 - 2009
IDC is the premier global provider of market intelligence, advisory services, an
d events for the information technology, telecommunications, and consumer techno
logy markets.
Senior Client Service Representative 2001 2009
Client Service Representative 1999 - 2001
Resolved all client questions and issues; proactively followed up to insure comp
lete satisfaction. Directly communicated with external clients to maximize thei
r experience for the services purchased. Provided maintenance for online accoun
t. i.e. setting up or removing users, and guided clients through the companys w
eb site. Facilitated client services such as product training and Analysts bri
efings.
Provided comprehensive customer service to assigned account base as the primary
sales point of contact. Supported three Sales Representatives responsible for
over $9M in global quota.
Collaborated with outside sales reps to acquire and maintain accounts. Utilize
d company resources such as marketing collateral and analyst briefings to maximi
ze sales.
Managed contract renewal process in conjunction with sales and finance. Compli
ed and provided updated company analysis to prepare sales representatives for re
newals.
Composed and published bi-monthly client specific newsletters. Highlighting up
coming research and events.
Coordinated billing/invoicing process as customer liaison between sales and fin
ance.
Partnered with Accounts Payable to obtain payment on outstanding invoices.
Selected as Lead Trainer for the CSR Team on the systems training and data mana
gement. An active team participant in the customization and integration for the
companies new SAP/CRM into Sales. This included working on the Beta portion of t
he software, along with being the first point of contact for the CSR Team on dev
elopment issues.
Coordinated peer training and best practices for the CSR team.
Integrated and published weekly and monthly sales performance results. Kept ac
curate records of client revenue.
Sales & Customer Service Representative 1997 1999
Processed all worldwide product fulfillment. Identified incomplete or incorrect
information and resolved complex account issues with the appropriate sales repr
esentative. Communicated transmittal information to other department personnel.
 Kept accurate files of all customer transactions and communications.
Created and maintained accurate accounts for approximately 900 worldwide custom
ers.
Provided direct worldwide sales and customer phone support for questions regard
ing new orders, order changes, contract pricing, specific customer access proble
ms, and special web portal accounts.
Partnered with Sales Representatives to resolve complex client account issues.
Provided backup tech support for customer issues.

Regina M. Walker Page 2

Marriott Distribution Services 1995 - 1997

Executive Administrator
Provided Executive Administrative support to Director of Regional Contracting.
Assisted in the formulation of proposal packages for program rebids and cost/ve
ndor comparisons for MMS clients. Scheduled meetings, maintained customer databa
se and company files.
Served as primary contact for Supplemental Distributors and provided customer s
ervice by addressing complaints, issues, and information requests.
Co-Director of MDS 1995 Food Exposition. Coordinated with 126 vendors and over
500 customers to participate in the event. This included collaborating with ve
ndors to insure that all product and materials needed were present for the event
. Along with direct mailings to market the Expo. to customers, and assisting wi
th travel arrangements and accommodations.
Law Offices of Topkins and Bevans 1993 - 1994
Senior Paralegal
Prepared loans from initial input to preparation of Loan Closing Documents and
final closing information.
Prepared Marketing presentations and promotions to obtain new business and main
tain existing customer relationships.
Commonwealth Mortgage Company, Inc. 1989 -1993
Executive Administrator 1989 1993
Reported directly to President. Provided administrative support and coordinate
d special projects for the President and seven other executives.
Acted as liaison between Senior Vice Presidents and Internal Departments as wel
l as with outside contacts, i.e.: Government Agencies and the media.
Other positions held within company:
Underwriting/Sales Coordinator 1989 1991
Customer Service Representative/Receptionist 1989 1989
Education:
Framingham State College, Framingham, MA (1.5 years Business Major)
Nichols College, Marlborough, MA (accounting courses)

References Upon Request