SUMMARY:

• Financial Marketing Analyst: Strategic thinker and analytical professional with extensive experience in Financial Marketing, Business analysis and customer care management within the Telecom industry. Proven track record of cultivating client relationships, providing financial statement analysis, risk management, business development advice, motivating, and leading others to succeed. Capable of working across organizational boundaries to support, develop and implement key business strategies. Possess a unique ability to determine needs in order to achieve desired outcomes in a timely and cost - effective manner.

TECHNICAL SKILLS:

Technology: Windows XP, Microsoft Office (Excel, Access, Word, PowerPoint, MS Project, NetMeeting, and Outlook) Extensive Internet & Intranet Research, web conferencing, file sharing (SharePoint) & Search engine marketing (SEM); SQL; HTML; Internet Explorer, and Technical Writing: Visio.

PROFESSIONAL EXPERIENCE:

Confidential, Abany, GA

Customer Service Agent

Responsibilities:

• Within an inbound call center environment, provide customer care, technical support, new consumer business acquisitions, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.
• Responsible for consumer and small business customer billing and service inquiries: Troubleshoot software and system problems with Confidential amp;T’s mobility network and multi-brand mobile devices including cell phones and tablets.
• Exercise customer retention efforts when appropriate; work with confidential customer information; Field voice calls and web based service requests from customers and clients while also thriving as a team player and meeting sales goals.

Confidential, Atlanta, GA

Financial Business Analyst

Responsibilities:

• Lead Pre-Release testing and development end to end for salesforce.com pricing and contract management tools. Utilized SAS software, HTML, SQL and excel data steps in gathering statics on telecom customers’ geographical information for rate analysis and revenue forecasting. Review existing operating procedures and Service Level Agreements and collaborate with tool Developers and technical teams in building UAT test case criteria for improving overall customer and sales force experience.
• Define and execute required Financial Marketing communication processes that drive adaptation of pricing tools; Manage Quality Center and SharePoint documentation of any defects or missing data and make actionable recommendations and reporting for progress of tool development and pre-production release for executive presentations.
• Maintain standard MS excel financial models of dedicated broadband circuit pricing and telecom Mobility rates for pre-Sales Quotes for Verizon’s high capacity data Network Services. Executed Data analysis of large MS access rate files for large batch rate upload into automated sales tools. Detailed pricing analysis for sales team managers for any non-standard contract pricing and specific Marketing Promotional rates for pre-sales customer contract negotiations as well as automated billing system implementation and maintenance.

Confidential, Atlanta, GA

Customer support Analyst

Responsibilities:

• Within a virtual Home Office environment, provided support for wireless telecom partner requirements by gathering sales revenue information, technical support and escalations; financial analysis of Direct Mail and Internet promotion sales campaign.
• Managed Confidential direct mail campaign, proactively identify and recommend appropriate pricing on cable, phone and Internet services and enhancements as well as revenue forecasting and financial marketing management and financial reporting.
• Deliver prompt resolution of business’ customer sales concerns of basic as well as complex issues with both web based tools and mainframe systems integration (ICOMS; COMS; OSS) and resolve any rate or service concerns. Provide weekly revenue status and presentations for executive review.

Confidential, Atlanta, GA

Senior Pricing Analyst / Global Financial Marketing & Business Analysis

Responsibilities:

• Proposed and maintained standard pricing for dedicated high capacity broadband voice and data local access circuits and for Confidential ’s domestic and international switched E-Fax Product by using a combination of competitive analysis, costs and revenue factors, International, federal and state tariff analysis.
• Contacted and collaborated with external wholesale vendor contacts on any complex circuit designs for new Business proposals and provided financial guidance to internal Sales Managers on any legal or regulatory concerns for telecom regulated products as well as any non-standard customer specific contractual pricing requirements for pre-sales contract negotiations increasing successful online broadband bid sales projects.
• Implemented amalgamated access pricing standardization; effectively communicated unified pricing strategy for both Intra and Internet content and Search engine optimization and marketing (SEM) including links to business rules & value added services prior to and upon closing of any company mergers or acquisitions representing 30% growth of self-serve transactions versus traditional channels.
• Ensured implementation of standard, promotional and customer specific pricing was technically supportable by internal billing systems; market conditions and regulatory guidelines, resulting in 20% cost savings in providing dedicated broadband access.

Confidential, Atlanta, GA

Project Manager / MCI Wholesale Markets - Sales & Marketing Support

Responsibilities:

• Served as liaison between sales team and MCI’s Major Resellers and Wholesale Carriers billing as much as $20,000,000 in monthly long distance usage.
• Initiated customer negotiations on order completion intervals, reporting formats and escalation procedures by evaluating customer’s target marketing needs, automation level and compatibility with MCI’s internal systems.
• Interacted with MCI’s programmers and systems engineers to develop and implement automation which increased productivity, accuracy, and staffing accountability.
• Used team approach, to manage the installation process and insure that agreed intervals and procedures are maintained and communicate any trends and needed improvements to both customer and all levels of management resulting in increased revenue retention and overall customer satisfaction.
• Serviced and maintained commercial accounts within the small business segment with combined billing of over $100 million in monthly usage.
• Installed both switched and dedicated inbound and outbound long distance services.
• Increased revenue 30% by year end by responding to general questions about MCI’s business products and services and reviewing existing customers’ accounts to make service recommendations and probed for additional sales opportunities.
• Within an inbound call center environment, assisted both new and existing MCI residential customers with billing, service, and general MCI product concerns.
• Proactively identified any additional service needs and resolved on a one call basis.
• Was instrumental in developing marketing program for soliciting existing customers for MCI’s most successful marketing tool known as Friends and Family.