Deborah Sousa Email and Phone Number

•Provide leadership, direction, operational support, and effective coordination of activities in order to ensure customer satisfaction.•Hire, train and develop a staff of 8+ Revenue Assurance Coordinators to ensure completion of account corrections from exception based reporting with a focus on providing a positive customer experience, minimizing impact to other work groups, providing quality feedback on errors, and meeting operational goals.•Establish and monitor clearly defined key performance indicators for all Revenue Assurance personnel and provide monthly reporting on activity.•Perform quarterly focus secessions and annual performances reviews. • •Perform periodic performance reviews to determine employee eligibility for, among other things, merit increases, bonuses, and promotional and transfer opportunities•Interview, evaluate, hire, lay-off, promote and reward employees and/or applicants or effectively recommend such actions.Provide feedback, coaching and disciplinary action (up to and including termination or discharge of employment) to employees, or effectively recommend such actions, to help improve employee performance.Resolve and adjust employee concerns and grievances

• Analyzed discrepancies and performed account corrections to customer billing and account data elements based upon one-time and recurring issues. • Performed quality control check of pending work orders logged in the work order discrepancy database and corrected orders as needed. • Contacted customers to confirm work order details, resolved discrepancies and modifed work orders as needed. • Assisted in identification of root causes of data integrity issues and recommended solutions to improve billing accuracy. • Partnered with regional employees to ensure that data integrity needs were met. • Fostered a highly productive, efficient, and rewarding working environment that encouraged a team- based approach toward the achievement of business objectives. • Maintained the seasonal database, ensuring that accounts were enrolled in the seasonal program. Answered all emails that flowed into the seasonal mailbox responding in a timely manner. Developed and trained all employees that assisted during the seasonal period.

• Assisted the Area Supervisor’s, Direct Sales Representative’s as well as all Contracting teams to achieve sales goals. • Processed data entry requests for installs on all products for both Direct Sales and Contracting teams.• Facilitated the processing of information, reports, order entry, training and coaching that resulted in achieving sales goals.• Coordinated and reported CPE for both Direct Sales and Contracting groups.• Processed and scheduled work orders for CDP to CDV migrations.• Multi-tasked effectively while demonstrating good time management skills.

• Processed multi-subscriber transactions and responded to inquiries in a timely and accurate manner.• Prepared and secured daily deposits.• Reconciled office stock on a daily and monthly basis.• Assisted customers regarding billing and service problems.• Contributed to development and cross-training of team members.• Multi-tasked effectively while demonstrating good time management skills.• Generated the top sales in the Service Centers.

• Supervised a team of Customer Care Professional’s.• Managed Customer Care Professional’s development and job performance as well individual and team productivity.• Supervised work accuracy and schedule adherence.• Motivated team toward attainment of sales and service goals.• Handled escalated customer issues to insure delivery of superior customer service.

• Achieved an exceptional level of success through sales, quality assurance and billing and research.• Provided technical support to subscribers with technical difficulties with their service.• Mentored and trained new employees.• Generated the top sales for the customer care team.