Annjanette D. Halton, Phd Email & Phone Number

United States

•Responsible for the utilization of smart government electronic invoicing solutions such as Procurement Integrated Enterprise Environment (PIEE) formerly known as Wide Area Workflow (WAWF), Invoicing Processing Platform (IPP), Delphi eInvoicing System, and other invoicing portals to electronically invoice government agencies. •Perform thorough reviews of contract terms and other legal documents to ensure accurate invoicing to the customer. •Retrieve bills from various billing systems to facilitate the invoicing process. •Research outstanding accounts to determine months that need to be invoiced. •Maintain accurate records to ensure proper identification, tracking and auditing of customer accounts and electronic invoicing. •Partner with other internal departments to provide root cause analysis and recommendations to increase invoicing accuracy and minimize delayed billings. •Respond timely to customer email communications.

•Responsible for processing and troubleshooting Register Your Line employment validation requests and adding employer discounts to consumer accounts. •Researched and processed device promotional credits for small, medium, major, national, government and federal customers using ACSS. •Created profiles in ECPD for small, medium, major, national, government and federal customers that sign a written agreement with Verizon Wireless. •Analyzed and input federal and national purchase orders to validate compliance with company and government standards, master and contract agreements. •Troubleshot customer orders using Netace to determine the root cause for sales being unable to complete the orders. •Processed and resolved profile maintenance requests for small, medium, major, national, government and federal customers using Enterprise Web Interface (EWI).Evaluate internal and external customers concerns and resolve problems to customer satisfaction. •Consulted cross functional work groups and leadership to confirm that requests meet compliance standards for processing. •Partnered with Learning and Development and leadership to create the Enterprise Purchase Order Database (EPOD) training. •Met monthly productivity and quality performance goals while providing support to my team members by answering questions and providing peer to peer coaching. •Made real-time decisions in a high-pressure environment, to resolves issues in a way that propels loyalty and growth with customers. •Effectively communicated resolutions for customers via e-mail and phone. •Reviewed contract terms and other legal documents to ensure accurate invoicing to the customer. •Retrieve bills from various billing systems to facilitate the invoicing process. •Researched outstanding accounts to determine months that need to be invoiced. Maintain accurate records to ensure proper identification, tracking, and audit of customer accounts and electronic invoicing.

•Responsible for processing and troubleshooting Register Your Line employment validation requests and adding employer discounts to consumer accounts. •Researched and processed device promotional credits for small, medium, major, national, government and federal customers using ACSS. •Created profiles in ECPD for small, medium, major, national, government and federal customers that sign a written agreement with Verizon Wireless. •Analyzed and input federal and national purchase orders to validate compliance with company and government standards, master and contract agreements. •Troubleshot customer orders using Netace to determine the root cause for sales being unable to complete the orders. •Processed and resolved profile maintenance requests for small, medium, major, national, government and federal customers using Enterprise Web Interface (EWI).Evaluate internal and external customers concerns and resolve problems to customer satisfaction. •Consulted cross functional work groups and leadership to confirm that requests meet compliance standards for processing. •Validated point of contact updates for Enterprise Web Interface (EWI) customers that have small/medium business, national, government and federal accounts. •Partnered with Learning and Development and leadership to create the Enterprise Purchase Order Database (EPOD) training. •Met monthly productivity and quality performance goals while providing support to my team members by answering questions and providing peer to peer coaching. •Made real-time decisions in a high-pressure environment, to resolves issues in a way that propels loyalty and growth with customers. •Used WFM to manage daily workload. Resolve escalated customer issues in a timely manner. •Effectively communicated resolutions for customers via e-mail and phone.

•Provide exceptional customer service and technical support for internal and external voice and data product customers.•Troubleshoot hardware and software issues and identify network/applications issues.•Provide detailed information on how to set up/configure data and voice products.•Verify provisioning and diagnose device or Network issues.•Evaluate customer concerns and resolve problems to customer satisfaction.

•Conducted Tier 1 troubleshooting when customers require device assistance.•Handled customer service transactions such as: billing, service and equipment inquiries.•Used negotiation and problem solving skills to resolve customers concerns.•Recommended products and services that enhance the customer’s cellular experience.

Merrillville, In

Course teaching: Human Resources Management•Teach five-week undergraduate course to diverse adult population.•Facilitate students in an introduction of human resource management, its purpose, and how it functions within a business setting.•Topics addressed include: human resource development, compensation and benefits, employee and labor relations; and occupational health, safety and security.Course teaching: Human Resources Management•Teach six-week graduate course to non-traditional students.•Facilitate students in acquiring the knowledge and skills needed to effectively manage the challenges associated with human resources in organizations.•Topics addressed include: recruiting and selecting staff to match organizational needs, counseling and engaging staff for personal and professional development; negotiating internal conflict and practicing effective communication.

Course teaching: Management Theory and Practice•Teach five-week course to diverse adult population.•Facilitate students in understanding the rich field of management in theory and practice, and as both a science and an art. Students learn to apply management concepts to current workplace issues. •Topics addressed include: four functions of management, management versus leadership, ethics, corporate social responsibility, organizational culture and diversity.Course teaching: Critical Thinking•Teach ten-week course to diverse adult population.•Facilitate students in developing ability to think clearly and critically and providing exercises that allow students to develop writing skills that enable students to present claims to support their conclusions and avoid reinforcing biases. •Topics addressed include: relationship between clear thinking and critical writing, credibility of sources, rhetorical devices, fallacies, unclear or misleading language and the characteristics of various types of arguments.Course teaching: Skills for Learning in an Information Age•Teach ten-week course to diverse adult population.•Facilitate students in developing strategies for successful distance learning, time management, and for managing the abundance of information available in today’s society. •Topics addressed include: computing skills for distance learning, online library use, academic honesty, and the development of effective study skills.

Greater Chicago Area

•Investigated and negotiated goodwill adjustments with customers.•Listened attentively to customers and solve problems creatively utilizing tact and diplomacy to identify common ground and achieve win-win outcomes.•Identified gaps in methods and procedures and ensure documentation was updated to remove gaps and improve the customer’s experience with AT&T. •Collaborated with sales, sales support and revenue workgroups to perform root cause analysis for resolution of disputes.•Improved revenue processes and polices in support of organizational goals.•Completed telecom billing audits for business customers to verify billing and services.•Monitored adherence to rules, regulations and procedures to comply with the Sarbanes Oxley Act.•Owned customer satisfaction goodwill adjustment claim to resolution.

Greater Chicago Area

•Supervised 14 Customer Advocates who provided billing support to business customers in the Midwest Region.•Lead, motivated and coached employees to meet and exceed corporate measurements and goals.•Collaborated with human resources and other department managers to implement incentives and procedures, which led to a decrease of 13% in employee absenteeism.•Wrote annual and mid-year performance reviews and narratives for employees.•Partnered with IBEW Union to establish relationships and plan that achieves joint goals.•Trained new employees on procedures and processes.•Developed training materials and handouts for the office and staff.•Organized recruitment and placement of required staff.•Facilitated coordination and communication between sales and customer service functions.

Greater Chicago Area

•Negotiated and processed customer service order request by accessing multiple mechanized systems while speaking with customers.•Recommended, sold, and substantiated the appropriate products and services to customers using approved sales techniques.•Discussed, investigated and resolved local service and long distance billing inquiries.•Worked to meet sales and service goals and deadlines designed to handle customer needs promptly.•Calmed angry customers by being the single point of contact to resolve billing disputes in a timely fashion.

Greater Chicago Area

•Determined appropriate payment arrangements for business customers based on risk factors.•Processed electronic and credit card payments•Entered information into various mechanized systems and record notes on bills or other forms while communicating with the customer on the telephone•Exceeded performance goals set by management.

Doctor Of Philosophy - Phd, Business Management

Master Of Arts - Ma, Teaching And Learning With Technology

Masters, Leadership

Mba, Information Systems

Bs, Business Administration

High School Diploma, High School/Secondary Diplomas And Certificates