Colleen Douglas Email and Phone Number

• Prepare and submit accurate E-Rate forms/applications through Universal Service Administrative Company (USAC) and the Federal Communications Commission (FCC) websites to ensure timely funding of applications.• Maintained client compliance with all USAC/FCC rules and regulations.• Complete and respond to all Program Integrity Assurance (PIA) inquiries for clients.• Create and maintain large volume of Excel Spreadsheets, bid evaluations and service provider contracts.• Complete reviews, audits and reconciliations to ensure accuracy of all documentation, Service Provider bills/contracts, filed applications and Funding Commitment Decision Letters (FCDLs). • Monitor licensing, contract expirations and future telecommunication needs for clients.

• Provide technical and customer support for over 2,500 client organizations on a daily basis, building rapport and retaining quality relationships.• Successfully act as liaison between users and software development teams identifying opportunities for improving the software and systems.• Lead trainer for classroom, virtual, field and conference trainings for clients/new hires• Planned, organized and developed new method of Client Tracking that resulted in an increase in client retention from 50% to 90% in less than 2 years.• Developed and implemented process for testing software features and managed a team of 5 testers.

• Assisting both the CEO as well as the COO in general admin duties• Answer all forms of correspondence, greeting customers and hostess for office meetings• Making travel and lodging arrangements, Set up all CEO/COO appointments• Organize and update CEO/COO schedules and maintain the company wide calendar• Often required to send responses on behalf of CEO/COO without consulting• Input on marketing campaigns and advertisement

• Owned and managed enrollments and updates for over 60 large group client accounts• Processed, via computer, high volumes of member enrollment applications• Manage high volume of member and internal calls, e-mails• Cross trained in Paper, Electronic, DHMO, EEP and Pharmacy enrollments• Conducted audits on applications processed by others for accuracy• Consistently maintained or exceeded quality and production requirements• Composed routine and non routine correspondence to members

• Answering multiple phone lines, transferring, Giving updates to attorneys and adjusters• Keeping accurate notes on conversations and information received for each client in Abacus• Daily filing for cases pending and cases in litigation• Opening files for new clients as well as setting up existing files for litigation• Opening office mail and entering in Abacus, letter writing and ordering medical records