Ginger Whitley Email and Phone Number

Payment Operations Responsible for the management of all operational aspects of a remote location, providing the direction and leadership of 45 associates, establishing operational policies, processes and reporting for all payment exceptions, payment reversals, reconciliations and refunds. Developed and implemented performance benchmarks and employee rewards. Hired, coached, counseled and terminated employees as necessary to create a highly productive and engaged team. Initiated process enhancements and complex projects designed to improve customer service and reduce operational cost. Led a team of five career professionals over a year period that developed operational requirements, testing and deployment aspects of Sprint's unified billing platform which successfully converted 34M customers to a single billing platform in support of the Sprint Nextel merger. This complex project required extensive process review to identify functionality, process and procedural gaps between the legacy system and the new target system and implement effective resolutions to ensure operational controls and customer service support was improved and/or maintained.Reduced payment unidentified payment volumes by 50% within 24 months by adjusting internal system edits, establishing a database "look-up" system at 3 payment vendor centers across the US, developed effective customer communications to obtain correct account information. Increased electronic receipt of customer payments from consumer banks and payment consolidators allowing for an 84% reduction in paper check receipts within 7 months by developing new payment transmission edits, established automation to extract and correct customer entry errors and provide updates to the customer's bank. Results also generated customer service and cash collection improvements.Developed and implemented new process to automate ACH/Wire payment activity which reduced manual activity by 70% and reduced 1.5 headcount.

Responsible for the daily operations of the Sprint's Payment Processing teams. Responsible for timely and accurate application of customer payments, reversals, and refunds. Develop process and system improvements as necessary to ensure optimal team, payment channel, and vendor performance.

Payment Operations Led Payment Operation's Transformation project to reorganize and align operations managers by process ownership as opposed to market segment. This reorganization allowed for improved communication, improved customer service, focused process control, improved operational results, reduced Payment Operations SLA's, and increased employee process knowledge and ownership. Additional improvements included...Created the opportunity to accelerate a 62% reduction in divisional processes. Created new Vendor Management team to simplify decision making, ensure consistent monitoring, contract negotiations, and improve overall vendor performance. Improved Wireless Payment Reversal cycle time from 4.9 days to 1.3 days and Long Distance 6.8 days to 1 day by establishing aggressive goals, redirecting staff, creating new inventory reports, and by establishing improved communication channels. Exceeded targets in reduction of Refund Inventory by 19% and Check Returns and Credit Card Chargeback inventory by 33% by implementing new methods and procedures for managing chargeback, implement new transmission requirements to improve automated reversals and eliminate manual handling.The above improvements allowed for the redirection of nine headcount.

Long Distance Remittance ManagementManaged all operational aspects of remote location, including the leadership and develop of 25-30 employees responsible for the accurate and timely processing of exception payments, financial reconciliations, refunds, disputes, payment reversals and various receivable adjustments. Hire, coach, counsel, and terminate employees as required. Developed operational policies and procedures to support organizational and company directives. Developed, prioritized and implemented operational improvement projects aimed at reducing cost, and improve cash collection. Assume new business processes from purchased or merged companies as necessary, ensuring improved SLA, and improved automation. Successfully managed the collection and processing of Sprint Long Distance payment methods valuing $7.5 billion dollars annually and effectively developed and managed a $5 million dollar annual budget.Developed and managed effective implementation of new system functionality to achieve automated payment posting that required entries across multiple receivable systems, including appropriate general ledger updates.Developed and managed effective implementation of new desktop functionality designed to minimize associate receivable training, create production and performance metrics, and a comprehensive research database for Local and Long Distance customer records. These new tools and processes allowed for a 30% increase in production, accurate and non-basis employee evaluations, and improved employee satisfaction.Diligently selected quality lockbox payment vendors to support the processing of customer payments and negotiate contracts for all Sprint Divisions. Developed processes and managed relationships to minimize expense and ensure efficient vendor performance.