YOLANDA POWER

yppower@gmail.com|PO Box 14882 Atlanta, GA 30324| 678 237 8215

Objective

To continue my professional career within a organization where I can utilize my 12+ years of experience and skills, while contributing to the company’s profitability and reputation

Experience

Ernest Communications, Inc.

| Norcross, GA

Provisioner II – Project Coordinator, 2010 – September 2013

·   Process customer order requests for voice and data products, including POTS, CENTREX, PRI/T1, MPLS, trunks, NPAC experience and DSL

·   Submit LSR’s through Lex, Verigate , Toolbar Wholesale Partners, and internal provisioning systems ensuring FOC/TPV are set to meet the consumers deadlines

·   Manage and process MACD orders for new and existing customers

·   Manage Toll Free and circuit orders received from the customer including entering orders via Remote Control, modifying and disconnecting numbers due to churn; following up with any questions and finally closing the orders and informing the customer of order completion

·   Conduct regular billing audits of customer voice records to validate accuracy of internal as well as external bills from various  carriers (i.e. AT&T, Verizon, Sprint, & Qwest)

·   Provide email and phone support to customers, ILEC’s, CLEC’s, and internal partners to facilitate faster delivery of service inquires, requests, or issues

·   Monitor, track, and coordinate with Telco to ensure all services and the correct facilities are ordered and able to meet expected due dates

·   Create and distributes correspondence relevant to the team, project or program (internal & external

·   Serve as an advocate of the customer, escalating to management severe issues that require further attention and solutions review billing records post turn-up to ensure accuracy

·   Support client services department with technical provisioning based on trouble tickets

 

DirecPath Cable | Atlanta, GA

Telecom Billing Manager, 2009-2010

·   Liaises with Sales Team  to discuss deadlines, problems, identify trends and share solutions

·   Manage complex (telecom) billing processes, contract rate analysis; vendor affiliation managing and ensuring expenditures align with logical inventory and in compliance with carrier contract rates and commitments.

·    Audit accounts receivable reports through Great Plains & CCS/ACSR - payment approval status, reverse and reallocate payments, and analyze misapplied credits

·   Comprehensive knowledge and understanding of telecommunications costs (Voice & Data Network) market/industry

·   Oversee and assist with the cleanup of RU’s (misapplied receipts), NSF’s and charge backs

·   Provide monthly site visits to high profiled accounts to resolve billing or service issues

·   Develop, implement, and monitor best practice policies and procedures

 

DirecPath Cable | Atlanta, GA

Credit & Collections Manager, 2005-2009

·   Manage staff including interviewing, scheduling, training and educating on day-to-day responsibilities; including employee development and cross-training

·   Resolve employee issues/concerns, completing performance evaluations, making decisions on salary administration

·   Manage the collection process including high level customer elevations, high level of skip tracing, negotiations and dispute resolutions

·   Review aging reports and Database(s) and proactively manage account base, accounts receivable, disputes, process NSF check entries and process bankruptcy information

·   Reconcile past due deductions (chargeback’s) and follow-up with financial institutions

·   Work with customer to negotiate payment plans while maintaining customer relationship

·   Maintain compliance with all relevant rules and regulations (FDCPA & FCRA) and process bankruptcy claims

·   Relay to Controller any and all accounts that needs to be written off to bad debt

 

Sprint/ Apex Systems & Technology Solutions | Marietta, GA

Networks Operations Specialist II - Service Delivery, 1999 -2001

·   Performed hardware/network support for new customer installations, trouble-shooting circuits & design problems within the Sprint Integrated on Demand Network. Use various BSO network management tools to perform network design test

·   Generate the appropriate routing tables to support new ION installations and acceptance of services

·   Gather, create and employ best practices for implementing and using our products

·   Complex issue resolution and analytical skills

·   Provisioned permanent virtual circuits in the DSLAM, TNX1100, ASX4000 (switches), & 6400 router, resolved network problems in a timely manner, multi-task as a technical reference point for other functions. Proficient at trouble ticket management

·   Update internal configuration documentation and project documentation for the support teams

·   Performed physical and logical layer diagnostic test and supported the service delivery and service assurance processes

Industry Skills / Related Traits

·   Proficient in Microsoft Office Applications

·   Comfortable in high-growth, start-up and dynamic environments

·   Adaption to changes in the work place environment and manage competing demands

·   Adherence to strictly enforced deadlines             

·   Excellent written and verbal communication skills

·   Ability to prioritize and coordinate work-flow

Computer Skills

Microsoft Office Suites*Windows XP Professional 95/98/2000/2003/2007*Visio Professional*ProComm Plus*Lotus Notes*Crystal Reports*Outlook*Adobe Software*CUBS*Trained in the following: DSL technical overview, Sonnet Overview, Frame Relay, 6400 router, Commquest, ASX4000, TRS, CCS/ACSR, QuickBooks, and Great Plains

Education

University of Phoenix

2009 – 2013 Bachelor of Science in Business/Global Business Management