Carolyn Barcellona Email & Phone Number

• Acted as one of 5 Project Managers for a large project within a cable company to create a payment processing platform• Worked with internal teams and leadership including IT, Software Management, Online Platforms to determine scope and requirements for project• Worked with several internal teams on daily and weekly basis to gather and share information and provide project updates• Created and maintained project documentation including Project Plan, Decks, Tracking Sheets, Spreadsheets and Presentations• Adjusted focus for teams when requirements and/or delivery dates changed• Worked closely with internal testing performance team to determine testing needs and coordinate testing for the project• Hosted weekly update calls and information gathering sessions• Managed new program requests and implementation of several phases of project

Louisville, Kentucky Area

• Supervised IT Billing Processes including daily credit card payment batch transmission to various banks and lockbox payment batch processing• Supervised changes in parameters in the billing system including billing parameters, scheduling parameters, payment parameters, work order codes• Supervised custom work order accuracy custom program changes• Performed changes within billing system security and reviewed security for internal and external audits• Supervised and performed changes in collections related parameters• Reviewed and made changes to current processes to improve efficiency and documentation

Louisville, Kentucky Area

• Performed Billing System back-end functions including working with system parameters, security functions, bill inserts and messages, service codes and rates, campaigns, collections setup, taxes, and statement setup• Assisted in the creation and improvement of department procedures and documentation and training documents as well as training members of the team on processes• Worked tickets and determined causes of issues in the billing system and worked the issues to resolution• Tested and played an integral part in ICOMS upgrades• Determined setup and testing for releases of new products• Played a major role in billing system merge with Insight and Time Warner Cable • Managed Network Inventory and customer TN management for all Insight districts• Assisted team members with determining causes for ICOMS issues• Trouble shooting

Louisville, Kentucky Area

• Performed Billing System back-end functions including working with system parameters, security functions, bill inserts and messages, service codes and rates, campaigns, collections setup, taxes, and statement setup• Assisted in the creation and improvement of department procedures and documentation and training documents as well as training members of the team on processes• Worked tickets and determined causes of issues in the billing system and worked the issues to resolution• Tested and played an integral part in ICOMS upgrades• Determined setup and testing for releases of new products• Played a major role in billing system merge with Insight and Time Warner Cable • Managed Network Inventory and customer TN management for all Insight districts• Assisted team members with determining causes for ICOMS issues• Trouble shooting

Louisville, Kentucky Area

• Created and improved processes regarding customer care, billing, and collections• Provided training when new processes were created or when reps had questions regarding how to complete work• Reviewed accounts daily for customer comments and work accuracy, provided training and coaching if necessary• Participated in project development for multiple new products introduced within Insight, including the launch of business phone service• Managed all ICOMS billing functions for both low level commercial customers and high level commercial customers, such as school districts and hospitals• Received escalated customer calls and emails to resolve customer issues• Received calls and emails from internal departments and escalated issues to other departments within the company to speed or reach resolution• Coached and mentored representatives, both live while in the call center and through recorded calls• Applied appropriate adjustments to customer accounts that were over the adjustment limit of the call center representatives, and reviewed and tracked adjustments entered by reps for accuracy• Reviewed all open work orders daily and escalated to appropriate department/person for closure or correction of these orders and followed up daily to ensure completion• Reported call center statistics, disconnect activity, adjustment activity, etc to higher level management• Tracked tardiness, absentees, reviewed time off requests; filled out absentee tracker for comparison with office administrator and human resource data• Reviewed individual time sheets for accuracy and ensured timely delivery to payroll• Verified all new rate codes, changed rate codes, corrected rate codes• Managed e-rates document filing and questions regarding the program• Budgeted for headcount and built staffing model to support budget requests

Greater St. Louis Area

• Managed, reviewed, and improved Cash Management processes including returned payments, bankruptcies, auto and manual refunds, auditing adjustments, posting of payment and adjustment batches• Spearheaded and coordinated the cash management group’s development of formalized processes and procedures for SOX compliance.• Developed informational materials and assisted with training content published in the weekly newsletter provided to the front line customer facing organizations.• Reviewed and approved KMS forms• Trained and mentored new hire CSR’s and current CSR’s, leads, and supervisors• Interviewed and hired new reps• Resolved business and residential billing issues such as researching misapplied payments, refund issues, and billing problems. • Coordinated and performed joint research with the management teams and individual managers to analyze, resolve, and correct numerous Charter customer issues on a daily basis• Mentored and trained customer care supervisors on identifying reasons for adjustment rejections and improved the quality assurance of adjustment submissions• Reviewed corrected, posted and entered into accuracy database all adjustment errors ensuring accuracy and integrity of requested adjustments• Reviewed and posted all adjustment and payment batches ensuring the accuracy and integrity of all data• Reviewed payment batches ensuring accuracy and performing detailed research to correct inaccurate data• Performed analysis and reporting of delinquent subscriber past due collections ensuring accurate completion of the reports ahead of set deadlines• Processed KMS correspondence forms and ensured Charter’s subscribers received efficient responses to their request for assistance• Utilized ICOMS, Microsoft Access, Microsoft Word, Microsoft Excel, and Knowledge Management System on a daily basis• Performed daily collections activities including soft disconnect and setting work orders for disconnect.

Associate'S Degree, Business Administration And Management, General

Associate'S Degree, Business Administration And Management, General