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Billing Systems Operations Analyst Resume

Richardson, TX


Insightful, result - driven professional with notable success in planning, analyzing, and implementing solutions in support of business objectives and proven record of excellent interpersonal abilities, fostering and maintaining positive professional relationships.


  • Credit Risk Management & Loss Reduction.
  • Information Security & Fraud Prevention
  • Customer service & Client Relationship Management.
  • Qualitative and Quantitative Analysis
  • Business Case Development.
  • Data Gathering and Reporting.
  • Policy and Regulation Compliance - SOX Act.
  • Project Management, Software Development Life Cycle and Process Improvement.
  • User Acceptance Testing.
  • Business Process Design




Confidential, Richardson, TX

Billing Systems Operations Analyst


  • Audits the accuracy of moderately complex billing information entered in the billing and ordering systems, and manages the operation of the systems.
  • Troubleshoot and Analyzes system errors that hinders the sales team from processing customers’ orders efficiently.
  • Develops solutions to systems’ issues and works with systems designers to implement new features.
  • Completes User Acceptance Testing for new features and functions or upgrades in the systems.
  • Initiates process improvements that result in increased efficiency, productivity and customer satisfaction.
  • Ensures Policy Compliance, Contract Implementation, Information Assurance and Revenue Assurance objectives are met.

Confidential, TX

Fraud and Credit Risk Analyst


  • Monitored and analyzed customer data and transaction activities to help identify and resolve fraud risks and trends.
  • Retrieved data from different databases using data mining tools to predict behaviors of fraudsters and future fraud trends, and to make proactive, knowledge-driven decisions.
  • Constantly monitored transaction characteristics and account changes to look for indicators or warning signs that would point to any potential fraud.
  • Coordinated risk mitigation efforts with internal and external business partners.
  • Applied risk management policies and procedures to help manage losses, identify trends, and reduce losses.
  • Analyzed trends and maintain proper records of suspicious activities.
  • Identified process improvements to help increase efficiency of various Risk Management functions, both internally and externally.
  • Managed and controlled application access by internal users to increase data security in compliance with the SOX Act.

Confidential, Farmers Branch, TX

Customer Service Rep/Agent Support


  • Assisted sales agents in setting up new accounts and renewing contracts when applicable.
  • Qualified new customers for service by evaluating credit risks
  • Coordinated contacts between customers, technicians and other departments.
  • Provisioned features on wireless service plans as requested by customers.
  • Performed revenue analysis and investigated billing issues for customers in the Billing Systems.
  • Explained products and services to customers, reviewed partial or full bills, and issued credits where necessary.
  • Assisted sales agents with usage and billing analysis, troubleshooting technical problems on services and escalations to other departments as necessary

Confidential, Dallas, TX

Customer Care Support Agent


  • Interfaced with all Network Operating Centers personnel, Field Operations, Provisioning, Sales and other departments to resolve customers’ trouble reports.
  • Coordinated with vendors, other common carriers and local exchange carrier personnel in troubleshooting and resolving customers’ problems.
  • Responsible for troubleshooting and effectively closing ticket within standards and disseminating tickets to the appropriate department for further analysis or closure with a 90% accuracy rate.
  • Assumed full ownership of customer problems and champion customer requests throughout their life cycle resulting in high level of customer satisfaction and loyalty.
  • Responsible for proactively managing escalations on any issue in jeopardy of failing agreed targeted results

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