SUMMARY:

A proven project management and operations leader offers a track record of success in leading multiple assignments simultaneously for in - house and external clients. Drives cross-department/cross-functional collaboration to achieve results in customer care, sales, marketing, training, and vendor management. Leverages best practices and astute analysis to identify and implement process enhancements and correct errors while advancing compliance and customer satisfaction.

CORE STRENGTHS:

• Operations
• System Implementation
• Project Management
• Process Development & Implementation
• Six Sigma Methodologies
• Channel Sales
• Product Portfolio Management/Support
• Requirements Gathering and Writing
• Vendor Systems Management
• CRM Management
• Salesforce Enhancements
• Contract Analysis

PROFESSIONAL OVERVIEW:

Confidential, Atlanta, GA

Sr. Project Manager / Process Manager

Responsibilities:

• Monitored and supported new product/feature beta rollouts and support functions
• Managed projects from initiation, planning, execution, monitoring and closure
• Managed projects for Care implementation such as Customer Appointment Scheduler, Customer Portal, Q2C Billing System and VoIP projects
• Successfully managed the implementation of Genesys IVR and speech analytics for the customer care center to meet strategic goals and improve efficiencies for customer service and average handle time
• Participated in project discovery and planning in order to ensure the clients’ needs and expectations were delivered, while leading the project team in meetings, setting clear goals while tracking the progress against timelines, milestones and budgets
• Wrote functional requirements for all development projects
• Worked with leadership in the Customer Care organization to identify process improvement opportunities to implement initiatives such as Customer Referral Program, Customer Support processes and new scheduling tool system
• Participated in and provide feedback into development teams’ functional requirements documentation
• Acted as a conduit for Customer Success and other organizations to communicate and implement new projects and products Identifies project requirements by interviewing internal customers; analyzing operations; determining project scope; documenting requirements/use cases
• Partnered with Customer Success Voice of the Customer (VOC) teams and leadership to identify customer experience improvement opportunities driven from customer feedback channels Develops solutions to problems by describing requirements in a work-flowchart and diagram; studying system capabilities; analyzing alternative solutions
• Conducted internal, QA and stakeholder requirements review sessions and gather feedback
• Wrote integration test scenarios based on requirements
• Conducted User Acceptance Testing through guided stakeholder tests or demonstrations
• Created process flows and implementation for all new and existing changes such as Customer Callback process and Contact Rate Reduction
• Reviewed trends and data to create new operational processes and efficiencies for the business as well as implemented and provided training

Confidential, Atlanta, GA

Sr. Project Manager / Sr. Operations Manager

Responsibilities:

• Served as Project Manager on enterprise and global related projects in areas of IT, billing, customer service, marketing, and operations; also oversaw implementation of total quality, methods and procedures as well as process programs for Small Business segment, in addition to training agents on new processes.
• Functioned as the single communication contact for all IT and operational functions, supporting more than 300 sales managers within the Small Business Mobility VSC organization.
• Served as EBS lead for the Contract Rejects Project, which resulted in a 5% decrease in rejects.
• Implemented sales processes and procedures and ensured all quality measurements were met while managing fraud policies; led design, facilitation, and training related to quality plans.
• Deployed all marketing promotions and owned accountability for development of policies/procedures that support business initiatives and sales; defined direction, process flows, business rules, and user requirements.
• Processed all IT routes, firewall, and DNS request and provided project management for all systems projects.
• Served as liaison for all Phoenix, Telegence (Billing System), ROME, My Logins, IT Services, and Global Login projects while functioning as owner/manager of Phoenix Profile and UAT testing.
• Led operations assignments such as the VSC GUI, OSM and EPTT Sonim non-stocked device projects.

Confidential, Atlanta, GA

Senior Financial Analyst

Responsibilities:

• Managed and analyzed billing data monthly to provide accurate invoicing to the client, including verifying legal tariff pricing and made adjustments to the GL as needed; developed and documented bill auditing procedures and proactive identified customer impacting issues and worked with cross functional teams to identify root cause and resolve billing inaccuracies.
• Acted as Billing SME for cross-department/functional billing system enhancement and development teams.
• Prepared timely and accurate monthly invoices/financial reports and determined re-rates and /or adjustments, which impact monthly invoicing and GL revenue.
• Reviewed contracts and statements of work to ensure compliance and provided ongoing analysis of client billing information for variances and trends; provided special reports to internal and client management as needed.
• Scheduled and implemented all technical changes as required by the contract and managed support meetings.

Confidential, Alpharetta, GA

Senior Billing Analyst / Project Manager /Auditor

Responsibilities:

• Supported and provided effective project management while overseeing invoicing, auditing, and process improvement for clients, operations, and sales divisions.
• Oversaw project setups, managed and trained personnel, and served as primary point of contact for clients.
• Reviewed/analyzed contracts, statements of work, RFP’s, and billing documents for accuracy and completeness.
• Built projects in database to allow time and expense tracking and initiated/facilitated project kick off meetings.
• Managed implementation of project from point of sale through monthly billing, troubleshooting and resolving all technical problems within the system for adjustments and billing.
• Analyzed contracts and monthly time/costs to determine invoice content and method of invoicing.
• Established project budgets and completed P&L analysis on projects.

Confidential, Alpharetta, GA

Switched Services Provisioner /Billing Analyst

Responsibilities:

• Analyzed and issued all requests for long distance services to ensure order flow and proper billing; leveraged detailed understanding of long distance products and services as well as billing platforms, including PART, AMS, BOBCO, BINQ, CxPrice, CxOrder, ACCUNET and resale and CLEC order management.
• Processed resale of 1-800 numbers and dedicated long-distance product orders to service providers.
• Managed all orders from initiation through billing and posting and on to final delivery to the customer.

Confidential, Charlotte, NC

Sales Associate

Responsibilities:

• Negotiated and sold BellSouth products including local phone service, long distance, DSL, and wireless solutions.
• Utilized BOCRIS, RNS, ROS, and ORBIT to fulfill each order in a timely manner.

Confidential, Charlotte, NC

Customer Project Manager/Contract Specialist

Responsibilities:

• Project Managed long distance services from point of sale to first bill review
• Gathered data from internal and external customers, managing the delivery of services from initiation, planning, definition, verification and delivery, while monitoring critical dates during each phase of deployment to ensure timely delivery.
• Served as interface with Customers and Vendors along with Confidential & Confidential account teams including sales director.
• Scheduled and facilitated contract strategy and project initiation meetings
• Reviewed system requirements with vendors to ensure compatibility of equipment.
• Coordinated circuit design/turn ups with internal Confidential & Confidential divisions and customers vendors
• Utilized existing Confidential & Confidential software to track critical dates, correspond with cross-functional and organizational teams and provide reports to senior management.
• Reviewed all sales contracts for compliance and content along with tariff research.
• Initiated customer on site meetings/training sessions for billing software.