·   Researched unmatched and stranded circuits in multiple revenue, inventory, ordering and costs systems

·   Matched circuits to customer revenue or identify as stranded cost to provide revenue reporting and cost savings

·   Tracked and reported progress weekly and monthly

·   Accessed the front end and back end of various systems for data mining purposes for exception analysis

VERIZON (formerly MCI)1991 – 2012

Advanced to different positions within the company during multiple corporate changes and buy-outs by providing outstanding customer service, demonstrating exceptional teamwork and flexibility toward meeting corporate needs.

Billing Research Analyst, Highlands Ranch, CO2003 – 2012

·   Resolved Carrier Access Charge issues

·   Investigated contract issues to include net spending versus contractual commitment claims and provided resolutions

·   Researched and resolved Incorrect/Missing Discounts and Promotion

·   Interpreted contractual language involving promotional entitlements versus current priced rates

·   Handled Monthly Recurring Charges (MRC) / Non-Recurring Charges (NRC) Disputes

·   Corrected Voice and Data re-rates (per minute/hour billing)

·   Pricing adjustment reviews and reconciliation of pricing disputes to cover incorrect/missing discounts/promotions, MRC / NRC and Voice/Data re-rates

Order Management Group Team Lead, Highlands Ranch, CO2000 - 2003                                                 

·   Assisted Supervisor with coaching and development of each team member and served as back up to Supervisor in their absence

·   Computed and prepared productivity/effectiveness data used by Management

·   Ensured highest level of customer satisfaction provided by Quality monitoring of issues

·   Placed Move, Add, Change, Delete (Disconnect) orders, orders for changes to E911 and Directory Assistance/Directory Listing requests as needed

Quality Assurance, Highlands Ranch, CO1999 - 2000

·   Monitored 10 to 20 Customer Service Reps, coached and developed each Rep during one-on-one feedback sessions on a monthly basis on their ability to provide quality customer service and on their job knowledge

·   Interacted with management by providing them the compiled monthly data (statistics) and provided effective recommendations as necessary

·   Kept respective Supervisors/Managers aware of their employee's strengths and areas of opportunity

·   Presented the current Quality Assurance guidelines to the new hire training classes on an as needed basis and explained my role/interaction with them.

Local Service Support Specialist, Highlands Ranch, CO1998 - 1999          

·   Issued and tracked credits for customer billing issues

·   Maintained billing system records for all active MCI Local customer accounts

·   Received, diagnosed, managed and resolved customer Local billing issues, questions and concerns in an inbound call environment

·   Met or exceeded call handling and Quality measurements monthly

Education and Training

University of Phoenix, Lone Tree, CO

Studied Business Administration

Software Proficiencies