EXPERIENCE:

2/2016 - Present

POS Software Deployment Specialist

• Provide implementation, software deployment and system troubleshooting services to support the installation and ongoing maintenance of a complex NCR Point of Sale (POS) system.• Assist on-site techs with equipment and data routing configurations.• Execute / maintenance of PowerShell scripts to package and deploy new and updated applications, services, tools and configurations to Retail devices.• Manage escalations and urgent requests into the Deployment functional groups or support groups as required

7/2015 - 1/2016

Industry: Waste Management

Customer Operations Specialist

• Perform invoice auditing for billing accuracy as per contractual agreements.• Liaison with the Vendor Management Team for contract and billing discrepancy resolution.• Initiate accounts payable process for waste management hauler invoice payments.• Responsible for initiating monthly accounts receivable process for assigned customer base which billed $100k per month.• Request contract updates as needed to ensure customer record accuracy.

6/2013 - 10/2014

Telecom Billing Analyst

Serve as project manager for small to medium Telecom Expense Management projects from origination to completion. Work with telecom providers to get quotes and order new voice and data circuits. Review and analyze complex telecom bills to ensure contracted rates are being applied. Audit Data invoices for unnecessary charges. Coordinate the research and dispute of these charges as necessary. Work with Voice and Data analysts where applicable to review telecom solutions. Maintain and update corporate wide telecom inventories.

10/2011 - 5/2013

Industry: Telecommunications Services

Managed Services Account Manager

Provide assistance with analysis of telecom voice and data invoice auditing using both automated and manual approaches to identify errors and disputes with carrier and provide customers with recommendations.• Conduct customer review meetings.• Provide training to the customer on the TEM Suite features and functionality.• Communicate with internal and external vendor contacts to resolve issues with invoices or billing.• Accounts payable processing.• Reviewed carrier contracts to ensure billing accuracy for a defined technical service type, specific vendor, and/or defined group of accounts.

7/2009 - 9/2011

Industry: Telecommunications Services

Account Relationship Manager / Auditor

Performed telecom bill auditing over all areas of communications expenditures. Reviewed carrier contracts to ensure billing accuracy for a defined technical service type, specific vendor, and/or defined group of accounts.Managed the TEM analysis, account reconciliation, account optimization and coordination of payment of client invoices using both automated and manual approaches to identify errors and initiate disputes with carriers.Provided single point of accountability in order to manage telecom vendor relationships as well as the overall client relationship.

11/2004 - 7/2009

Industry: Telecommunications Services

Svc Delivery Implementation Project Mgr

Responsible for providing project and resource management in support of installing and activating core and strategic products (i.e., Dedicated Voice, Private Line, Ethernet, Frame Relay, ATM, Private IP, Local & Long Distance Service, Internet, T1, E1, etc.) via standard and non standard processes.Responsible for coordinating implementation activities between the customer, branch/account team personnel (pre/post-technical support), internal groups (e.g., order entry, provisioning, CPE, Operations) and third party client/vendor resources (e.g., voice and data equipment vendors, local access providers, etc.) as needed.Track orders from order initiation to order completion to ensure on-time performance SLA were met.Liaison between customer and account team handling all communications and escalations during the implementation process.Interfaced with equipment vendor, local lecs and terminal techs for resolution of all telco issues.

4/2003 - 9/2004

Senior Customer Care Account Manager

Serve as an interface with Qwest / Bellsouth account teams.Handle issues related to complex corporate account billing discrepancies.Provide operations support for move, add, change, disconnect requests for switched outbound and inbound services.Provide quality assurance / billing analysis to ensure accurate collection of revenue.Satisfy general provisioning inquiries for Frame Relay, ATM and IP services.Conduct first bill reviews with new complex corporate customers to ensure understanding and agreement with all terms of individual service contracts.

10/1999 - 3/2003

Service Delivery Implementation Representative

Work directly with account teams, customer, equipment vendors and other internal Worldcom departments to ensure on time implementation of dedicated access voice, data, and logical data services.Initiated order entry for new installs, moves, changes and disconnects for Dedicated Voice, Private Line, Ethernet, Frame Relay, ATM, Private IP, Local & Long Distance Service, Internet, T1, E1, Virtual Networks, DS3's, 800, ISDN, and DSL.Prepare weekly spreadsheets using EXCEL for account teams.Responsible for all Order Entry for Global accounts and tracking each order to completion.Assist in training and mentoring for all new hires.

EDUCATION:

6/1988

High School or equivalent

Some College Coursework Completed

Candidate for Bachelors Degree of Science majoring in Psychology and minoring in Business Administration

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