Management of Problem Resolution team responsible for tracking and resolution of various production defects. Function as a liaison between Business contacts, Development teams, Incident Management, and vendors to ensure each defect, enhancement, or request is resolved in a timely manner. Responsible for reporting of Problem Domain metrics to leadership and identifying trends to improve overall process.• Supervision of onshore contractors, identify and interview new hire candidates, and provide staffing recommendations to Leadership for final approval. • Accountable for resolving and providing status updates to Business partners on production defects, and various customer impacting issues weekly.• Resolved over 2,000 Problem tickets, defects, and enhancement requests each year and improved ticket resolution times by 20%.• Created Power BI reporting dashboard for weekly Executive Leadership reports.• Disaster Recovery Coordinator for 7 critical applications. Ensure each application has an approved disaster recovery plan and coordination of yearly Disaster Recovery exercises for each application.

Management of IT Commissions Operations team who is responsible for the weekly and monthly processing of more than $620 million in commissions payments to Authorized Retailer, COS Employees, and National Retailer partners annually. Work as a liaison between Sales Operations and Cricket Commissions Delivery to manage requirements that align business needs with a full end to end solution. Function as the lead contact for all SOX related audit requests and confirm area remains compliant.• Supervision of 12 onshore and offshore contractors to validate all work is accurate, timely, and team members are held accountable for their work. • Assess current processes within the IT Commissions Operations to define, design, implement processing into the organization, and facilitate change through consulting and collaboration. • Implemented trouble ticket metrics and SLAs which reduced ticket volumes by 50% and decreased resolution times by 30%.• Oversee daily activities and file processing of all weekly and monthly commissions payouts with an overall payment accuracy rate of 99.9% and On-time Payments of 100%.• Coordinate with AT&T Supply Chain and Vendor Management teams to review Callidus Cloud/SAP Sales Cloud contract to ensure contract terms align with the needs of IT Commission Operations and Business partners.• Spearhead all escalations and work cross functionally with various internal groups as well as outside vendor partners to drive issues to resolution.

Functioned as liaison between cross functional stake holders such as Marketing, Production, IT, and Enrollment Manager Development teams to advise in the development of new promotional credit products for release to sales field. Served as a Subject Matter Expert to ensure business requirements and contractual credit language met SOX internal test controls and compliance guidelines. • Promoted from Billing Consultant and Team Leader to Senior Business Analyst.• Managed a project that streamlined the manual billing process into a web based automated system to post promotional credits and Customer Premise Equipment orders to customer accounts, decreasing number of billing trouble tickets by 50%. • Created a search engine tool that could be accessed by all Sales, Billing, and Finance Groups to view credit information internally, saving company over $1M in misapplied credits annually.• Performed monthly User Acceptance Testing and provided final approval for test sign off for the successful launch of more than 100 credit promotions.• Conducted process analysis to identify opportunities for system enhancements, and developed process improvement strategies that reduced the standard approval time from 10 days to 3.

Selected to lead a team of Billing Analysts that processed more than 5,000 business contracts and posted over $30 million dollars of credit promotions annually. Reviewed contract detail, analyzed customer data, and audited monthly workflows to ensure billing accuracy.• Researched and identified root cause for all escalations and resolved critical issues resulting in a 58% reduction in the processing time of revenue based promotions.• Wrote all guidelines and implemented system control procedures for posting contractual credits, increasing accuracy rate from 80% to 98%.• Led project that redesigned the credit approval process to include a tiered Management approval structure based on dollar amounts, which reduced credit errors by 20% annually. • Delegated work assignments to staff while providing guidance and training, which improved production and reduced corrective credits.

Reviewed business contracts to implement contractual pricing of voice and data products for large global customers. Supported the end-to-end process by assisting customer service departments to resolve complex pricing, and invoice errors while meeting time sensitive deadlines.• Promoted from temporary employee to full-time Pricing and Implementation Analyst.• Implemented a system that cross-trained team members on various pricing, data, and credit products which reduced the standard turnaround and completion time of billing tickets by 35%.• Consolidated the contract credit posting process, which improved team efficiency and reduced escalations and expedites by 80%.