Christopher M. Email & Phone Number

Remote

Manage backend IBM Power system operations to support ICOMS billing application. Key player in multiple projects regarding process improvement and automation. Utilize DB2 SQL to perform data auditing and validation to ensure data stays in sync between biller and its ancillary systems. Also created and manage a VoIP provisioning team that handles telephony orders between sale and installation and maintains telephone number inventory. Additional functions include continuous hardware and software upgrades and overnight maintenance tasks.

Remote

Remote

Billing Operations and Reporting

Remote

MIS Billing Operations

Charlotte, North Carolina Area

Charlotte, North Carolina Area

Maintained 99.8% service level for production billing system operations, payment processing, AR reporting, nightly billing & month end operations, & other critical job completions providing on-call & troubleshooting support for system latency, FTP failures, billing network access, external vendor GUI connections, QA/UAT environments, billing application issues.Incorporated advanced SQL knowledge utilizing Joins, Tables, and Stored Procedures as an ancillary tool to accelerate RCA’s while troubleshooting production issues to an expedited resolution.Primary project coordinator & SME successfully completing 2 billing upgrades, 3 dot releases, & several data migrations managing security profile creation, created SQL driver files for custom QA/UAT environments, reviewed & bundled program fixes, utilities, & features for production implementation, change management administration, & provided project go-live support.Streamlined department processes reducing redundancies, wrote CL command programs & SQL scripting for better efficiency, designated department new hire trainer, & SOA, API, Gateway & Interface liaison.

Columbus, Ohio Area

Improved customer satisfaction ratings by 15% reviewing KPI call handling metrics, customer survey data, & agent statistics identifying & recommending areas of improvement exceeding corporate goals & initiatives for Customer Service, Tier 3 HSD, & Digital Phone departments. Improved accuracy & efficiency at no additional department cost by utilizing already purchased MS Office licenses & creating internal use Access databases to aid with attendance tracking, quality call back initiatives, & legal TPV assurance.

Columbus, Ohio Area

Led a team of up to 22 agents fostering servant leadership creating a positive & collaborative teamwork environment, conducted hiring interviews, performed Quarterly/Annual employee reviews, assigned shift hours & work assignments, approved vacation requests, tracked attendance, & dispensed coaching/disciplinary actions as required.Reduced 'Sale to Installation' timelines by 25% analyzing common sales order entry & provisioning errors identifying training opportunities for all departments minimizing order cancellations, improved department metrics, ticket resolution time, & exceeded customer satisfaction standards.Assigned as the Digital Phone TN Administrator ensuring TN inventory remained sustainable & homes had correct Rate Center allocations for proper NPA/NXX assignments & worked with 3rd party vendors & corporate liaisons to refine & implement best practices.

Columbus, Ohio Area

Coordinated and Provisioned Digital Phone for initial product launch of Digital Phone supporting Customer Service, Sales, Tier 3, and Field Technicians. Also, worked with customers directly to resolve installation and service issues.Created, documented, and trained new processes for all department new hires and participated as a SME in all projects regarding Digital Phone and the billing system.Utilized SQL to create reports and preemptively find data issues before they became larger production issues.

Columbus, Ohio Area

Columbus, Ohio Area