Jill Phillips

13126 Ellesmere Drive	713-455-2924
Houston, Texas 77015	mbosguru@aol.com

 

PROFESSIONAL PROFILE

 

A highly effective Systems Documentation / Systems Support Professional who meets challenges head on and creates positive change.  A detail oriented manager with excellent problem solving and communication skills. Proven track record setting project direction, executing to plan, optimizing operations and developing and leading high-performing work teams.

 

BACKGROUND SUMMARY

More than thirty years of Project Management, Technical Support and Customer Service Experience includes:

 

Work Process Development	Product Pricing & Bill Auditing	Employee Training / Coaching
Business Requirements Reviews	RFPs / RFQs	System Launch / System Updates
Database Development	Best Practices	Project Management/ Costing
Product Committee Member	System Testing	New Product Roll-Outs
User Interface Design	Help Desk Operations	Customer Proposal Development
Process Design / Automation	System Documentation	Training Material Development

 

EMPLOYMENT HISTORY

 

Service Corporation International

Wireless Manager                                                                                       10/09-07/15

 

Chaired the project team charged with authoring, implementing and enforcing our new wireless policy “Bring your own device” (BYOD) . Mechanized the process via Sharepoint. Interviewed each user group, domestic and Global to gather their requirements, which were incorporated into the Sharepoint rollout. Performed testing prior to deployment, then served as a trainer for that portal. Trained the field on a 2^nd enhancement to Sharepoint, building an IT inventory, and enabling employees to order wireless devices and other services unique to SCI. Those orders then because our wireless inventory in the Sharepoint portal. Created a 3^rd enhancement to sharepoint, using it as a repository for our RFP, SLA and vendor contracts. Managed SCI’s corporate wireless inventory (5000+ devices), including ordering corporate devices including pagers, troubleshooting devices, adding personal liable devices to Mobile Iron, corporate devices to our Blackberry Enterprise Servers (BES), apply roaming data packages for international travel, facilitate corporate liable to personal liable transfer of numbers, work all internal HEAT trouble tickets relating to wireless service issues, ensure correct allocation of wireless services so that monthly cash disbursement reports are correct, work closely with our TEMS vendor Teligistics on billing issues, & monitor zero usage reports sent by vendors to ensure disconnect of non-used devices. Audited telecom billing to ensure all charges matched vendor contracts, and disconnected unused devices, reducing spend. Ensure all devices are on optimal voice and data plans. Monitor internal Sharepoint  corporate device ordering portal, posting current devices and ordering via VZW VEC, at&t Premier, and the Sprint site.  Transitioned all Nextel to Sprint devices (IDEN), transitioned all “slot” air cards to USB or Mifi devices, transitioned all wireless billing from our individual locations onto our corporate bills.  Point of contact on SCI’s wireless policy, using Sharepoint to create requests for compensation/email.   In August 2012, attained the Gold Certification from AOTMP, and am working toward Platinum Certification.    

 

Continental Airlines

Sr. IT Specialist                                                                                                 11/08-7/09

 

Audit all telephony invoices for accuracy and adherence to contracted rates. Request refunds for erroneous FET charges from vendors, decrease DA charges employees have incurred by initiating transition to DA America. Obtain refunds from Telco providers for credit balances. Track all disconnect orders to ensure billing has ceased. Track anomalies on all telecom bills; i.e., inside wiring maintenance charges, *69, 900/976, Payphone, LD charges, PIC/LPIC discrepancies, RCF, 0+ usage, and DA usage. Using a web-based TEMS program, Rivermine, audit invoices, and certify payment. Using AP Detail and other in-house databases, track “run rates” for services to identify spikes in billing. Code each bill or invoice to appropriate Cost Center/Account Code. Earned Silver Certification through AOTMP (Association of Telecom Management Professionals) by taking classes covering auditing of invoices, building business cases for VoIP and TEMS, creating viable SLAs (service level agreements), wireless optimization, E911 compliance, and a host of other telecom-related subjects. Presently working toward the AOTMP Gold Certification.

 

Stratasoft, Inc.                                                                                                              9/07-11/08

Manager-Customer Service/Account Management

 

   *Responsible for preparing quotes for customers adding agent seats to their Predictive dialers.

Quotes may involve Dialogic BTEP & IP boards, Microsoft SQL licenses, and new chassis.  Stratasoft is a software company providing dialers to call centers, school districts, churches, or any business that needs to contact customers via progressive, predictive, or blast dialers. Also responsible for escalating customer repair tickets entered into Microsoft CRM.  Responsible for advising customer on remaining dialer capacity when adding agent seats.  Prepare FoxPro to SQL upgrade quotes, Vector to SQL upgrade quotes, and advise customer on emerging dialer technology.  Responsible for selling clients Maintenance agreements, enabling them to receive software upgrades for their platform at no charge, and enables them to unlimited help desk support.

 

 

SBC Communications,

1973-2005

Director –Mechanization Strategy (2003-2005)

 

·   Chaired a team charged with creating a mechanized program to process and track customer orders, to replace the existing manual order system.  Developed a project justification and ROI. Met with representative from the 6 work groups that would be using the system and developed the system requirements for IT. Performed end user testing prior to rollout.  Result:  The project was completed ahead of schedule and facilitated order processing for 6 distinct products, each with its own unique processing requirements.

·   Developed and implemented a user training program for the Mechanized Business Ordering System (MBOS) a web-based order tracking system for 30 major markets beyond the Southwestern Bell Telephone service area.  Created the training model and trained all the workgroups onsite across the Southwest and Midwest to support the rollout of the system.  Conducted supplementary training via NetMeeting.  Result:  Prior to rollout 95% of the users were fully trained.  

 

Manager - Maintenance Center (2002-2003)

 

·   Designed and implemented a weekly report to track service tickets that were not completed or that required multiple dispatches.  The report provided management with a tool to identify the root cause of customer service problems and to improve the service efficiency.  Result:  An 80% decrease in multiple dispatches.   

·   Developed and implemented an escalation process for customer complaints to ensure customer service quality.  Met with Service Representatives and Management to map escalation procedures.  Produced a call tree and trained the staff where to direct the problem for resolution.  The process included a commitment to the customer that a management representative would call back within 30 minutes of the problem notification to appraise the customer of the status of the issue or verify its resolution.  Result:  A systematic approach to customer service, a more efficient method of handling customer complaints, improved employee morale and improved customer relations.

 

Network Technical Manager (2000-2002)

 

·   Worked with the Sales and Marketing Department to ensure that proper documentation was available and posted on the company intranet.  Gathered and developed procedures for tariffed products sold in 30 out-of-region markets.  Result:  Served as Subject Matter Expert (SME) for the various products and provided consistent and ongoing support to more than 200 users.

 

Manager - Network Sales Support (1982-2000)

 

·   Automated the order pricing process for complex, custom phone systems for a 5-state area.  Reviewed the practices for each office in the 5-area and developed a consistent work process for the region.  Tested the new approach manually at each office.  Once the process was tested and approved, worked with the IT Department to create the mechanized version.  Result:  Improved the average project turnaround time by 30%, reducing a 15-day cycle time to 10 days

·   Developed and distributed a comprehensive documentation and operating manuals tailored specifically for each of the six work groups.  The material included “screen shots” and the step by step operating instructions for the MBOS software for the 5-state Southwestern Bell System.  Result:  A well documented operating manual which reduced the need for user support calls and enabled the employees to operate more efficiently.

 

Various Other Positions (1973-1982)

 

EDUCATION

 

Associate of Arts, Business Administration

San Jacinto College, Pasadena, Texas

 

OTHER TRAINING

 

Microsoft Office

Managing Change

Management Development Training

Employee Relations / Union Relations

Best Practices Development

Business Objects Marketing

Business Objects Advanced Reports

#5ESS Switch Translations:  Business & Residence Customer Service

Traffic System Concepts

Network Design Order Preparation

Remote Switching System Engineering

Electronic Tandem Network Design / Administration

SBC Competition Guidelines

Leadership Skills Workshop

Supervisory Relationship Training

Microsoft Excel

Microsoft Word

Microsoft Powerpoint

Microsoft CRM

Microsoft Access

   Rivermine, a TEMS tool

                                                   HEAT, an internal trouble ticket system   

                                                                Microsoft Sharepoint

 

 

                                                              CERTIFICATIONS

 

                                                       Silver Certification, AOTMP, 2009

                                                       Gold Certification, AOTMP, 2012