TPx Communications - Manager Resume Example

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Dronha F Ornsoibn

XXXX X XXXXXX XXXXX XXXX XXXXX, Austin, TX 78717 | (H) XXXXXXXXXXXX | XXXXXXXXXXXXXXXXXXXXXX

Professional Summary

Twenty years measurable experience in a Telecommunication's customer operations setting. Dedicated and confident manager with demonstrated organizational and project management skills. Self-driven leader with the ability to manage multiple tasks, shifting priorities and deadlines.

Skills

Quality Assurance managementAttention to detail

Excellent research & analytical abilitiesExceptional communication skills

Creative & logical problem solving

Accomplishments As Manager, ProForma Billing

Every ability and skill set tested and demonstrated during these two years as the ProForma Billing Manager with momentous accomplishments that include the successful implementation and training for FX Wholesale Billing, Dash Portal, Dash2FX Integration, a new Proforma Database, and Proforma Automation Tool. The two significant migration events that dominated a majority of this two-year tenure was the HPBX to UCx Migration of 2017, and the more challenging and protracted migration of active legacy Tel West accounts to FX, and shut down of the Tel West billing system, which began February 2016 and concluded February 2018. The level of attention given to each migration account and its proforma bill review, resulted in lower than anticipated credits for both Retail and Wholesale billing.

Experience

Manager, ProForma Billing 11/2016 to Current
TPx Communications – Los Angeles, CA

Guide and manage ProForma team in its essential responsibility of performing quality assurance reviews of TPx customer invoices and meeting bill cycle review SLAs.

Achieve workload balance between team members, thereby assuring SLA goals are achieved, by examining the bill hold list contents and re-distributing accounts so that large and/or complex reviews are as evenly allocated as possible.

Create ProForma-specific training materials that introduce and educate team on new products, processes and systems. Provide regular team communication of system issues and defects and fixes that impact customer billing and proforma process.

Develop and institute new quality assurance guidelines, as well as reassessing current ones for their relevance and effectiveness within the Operation's organization current landscape.

As billing subject matter expert, support various team on billing escalations, large customer install projects, and participation in revenue recovery and analysis with the internal and external (PwC) audit teams.

Actively monitor new processes and products to ensure bill review quality is maintained despite changes, and work with various departments to resolve reoccurring problems with order quality.

Research and evaluate ProForma (and OE) credits and give one-on-one coaching to discuss credit misses to prevent repeat offenses.

Generate and analyze quality analysis reports for management on a weekly, monthly or ad hoc basis.

Partner with IT, Dash Development and ITPMO teams to develop enhanced order management and billing systems and reports test new processes and systems, providing constructive feedback.

Supervisor - Texas Billing 01/2014 to 11/2016
Tele Pacific Communications – Los Angeles, CA

Administrator of the CCDS (Legacy Tel West) business support system.
Management and implementation of new usage plans and product catalog updates.
Security and Maintenance administration for user groups and individual user permissions within the WebTop.
Supervise bill invoice processing for all three bill cycles. Ensure invoices are sent timely and accurately and prepare reports of billing activity for management and Accounting.
Conduct billing audits to ensure data and billing integrity
Process and troubleshoot Epay and other payment processing failures.
Process E-Rate adjustments and special customer Trade Credits
Provide work direction for billing analysts. Supervise and train staff, including organizing, prioritizing and scheduling work assignments.
Responsible for facilitating variance analysis of call records (CDR) analysis and MOU trending. Reconcile call usage fallout with end user billing.
Maintain subject matter expertise on all billing system functionality and database tables. Provide billing related consultancy when needed throughout the business.

Senior Billing Analyst 04/2007 to 01/2012
Tel West Corp./TelePacific Communication – Austin, TX

Investigate and resolve billing escalations and inaccuracies received via, phone calls, email, Service Delivery or Management. Maintain correspondence for disputes.
Effectively communicate the various components of MRC and NRC billing, taxes, credits and usage records verbally and in writing.
Proof and correct billing for new customer orders (against the MSA) for discrepancies. Complete all billing changes for MACDs assigned to Financial Services team.
Assist customers with all facets of account billing, including posting payments, and processing refund requests, as needed.
Train new hires and provide peer coaching.
Monitor billed usage and usage fallout reports.
Supervise the billing and invoice production process for all three bill cycle, including Epay processing.
Lead Billing Analyst on all Tel West Migration projects.