Ricoh USA Inc.‘s vice president of centralized services, Dr. Marlene Kolodziej, receives a Bronze Stevie Award for Woman of the Year in Customer Service in the 15th annual Stevie Awards for Sales & Customer Service. More than 2,300 nominations from organizations of all sizes in 51 nations were considered in this year’s competition.
“As the way we communicate and collaborate evolves, the need for simple and secure support increases in importance for Ricoh’s customers,” says Dr. Kolodziej of her win.
Dr. Kolodziej built Ricoh’s Centralized Services division based on the company’s and its customers’ needs. She combined customer-facing teams, establishing a unified and disciplined approach to addressing those needs. To accomplish this, she reviewed the portfolios of the various organizations she was bringing together, looking for synergies to build on and gain efficiencies. This process led to using the cloud-hosted automated call distribution system to capture customers’ error codes at the start of a call, resulting in more effective troubleshooting.
These new processes also led to a web-form routing program to automatically handle remote repair, cut downtime, and drive efficiency.
The judges of the awards state, “Marlene has obviously been a great addition to the organization, already making such a major impact with her ideas around technology tools and process improvements. She has spearheaded significant results for the company and is clearly an innovator who is committed to achieving success for her company and their customers.”
The Stevie Awards organizes eight of the world’s leading business awards programs, including the American Business Awards and International Business Awards. Winners are recognized during a virtual awards ceremony on April 14.