OBJECTIVE:

EXPERIENCE:

8/2010 - 9/2011

Industry: Hotels and Lodging

Work at Home Reservations

Taking inbound calls from guests to make hotel reservations worldwide.

Selling Hilton's 10 deffierent brand of hotels, detailing packages and rates available. Experienced in VPN, reservation platforms, Avaya softphones, and several webased apps. Working with hotel front desk to resolve billing discrepancies, cancellation fees, and voucher redemption.

11/2008 - 8/2010

Industry: Energy and Utilities

Call Center Escalations/Help Desk Supervisor (CSR III)

Inbound call duties include: resolution of customer billing inquiries, enrollment process, sales questions, rate promotions, internal help desk issues from call center floor, training documentation, PUC complaint regulation, multi-tenant location installation, tax exempt certification, daily inventory of call flow, and quality statistics. Outbound call duties include: Sales welcome calls, sales incentive promotions, State and Regulatory complaints, bill generation and system operations, internal error reports to prevent loss of power issues, daily and monthly reporting, residential and business power transfers, construction site installations, training CSR I and II for inbound call center. Internal Promotions/positions held: CSR I, CSR II

8/2005 - 12/2007

Industry: Telecommunications Services

Director Client/Sales Support

Lead 5 sales representatives on their venture to sell VOIP service. Work closely with support, engineering, operations, and billing to clarify and promptly correct any issues. Review all orders from sales to ensure timely and accurate information before installation. Gather customer requirements for business needs to build in various Broadsoft platforms, Trunk Replacement PBX’s, and PRI’s. Conduct training sessions on various Broadsoft applications with direct customers and partners. Analyze each client based on the needs of the customer, regarding auto attendants, hunt groups, phone types, extension needs, etc based on their call volume. Perform site surveys obtaining technical information on PBX, demarcs, relocations, station set ups, and wiring issues. Work with several vendors to ensure timely installation and inside wiring perfection. Resolving network cost issues within the network, and dictate to finance personnel items to submit for dispute. Managed several company mergers including Linesider, Groveline, KMA, and Onit: Sucessfully moved all customers to CentricVoice Broadsoft platform version 13. Audit and maintain billing and contracts for all customers; including call detail records, usage billing, and A/P quality invoicing.** Internal Promotions/positions held: Sr. Manager Billing and Invoicing, Provisioning Manager, Client Services Manager

3/2003 - 8/2005

Industry: Telecommunications Services

Network Cost Analyst II

Analyze pre and post petition data for mgmt executives for US Bankruptcy Court documents and records. Develop queries and research SQL database for bankruptcy filings, and claims from vendors. Reduce overhead payments to vendor analyzing charges and disputes monthly, then negotiating new payments amounts. Audit invoices received by Vartec from ILEC vendors for services rendered in corresponding switches, and central offices. Research and review all billing for errors, and over changes from vendors. Create and follow up on billing dispute wins with contact persons from providing vendor. Code complex billing from vendors based on originating and terminating minutes from local transport facilities, and determine price per minute, per usage call. Complete audits of invoices monthly for over 2000 vendors, and process payment of services in timely fashion. Conduct training sessions with other departments on cost saving ventures, and possible double payments within our structure.** Internal Promotions/positions held: Network Cost Specialist, Network Cost Analyst I

4/2002 - 3/2003

Industry: Telecommunications Services

Mgmt. Executive Escalations

Work and resolve billing, technical, order and service issues for small and medium businesses. Correspond with City Vice Presidents, Regional Managers, Directors, and CEO's on providing accurate information and solutions to particular customer’s issues. Maintain customer billing accounts, providing accurate billing prices, as promised via sales and promotions. Figure monthly recurring charges; install fees for new products, and taxes for 36 markets in the US.** Internal Promotions/positions held: Customer Care Lead

EDUCATION:

5/1992

High School or equivalent

Acedemic Decathalons, Math and Science UIL, active Special Olympics, Who's Who, National Honor Society

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