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

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

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

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

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

Associate'S Degree, Business Administration And Management, General

Associate'S Degree, Business Administration And Management, General