Jenny Schultz Email & Phone Number

Overland Park, Kansas, United States

Overland Park, Ks

Manages various dynamic billing functions of the company, including maintenance and development of technology systems to ensure accurate and timely billing operations. Directly oversees 25 personnel spread over individual departments of: Application Development, Retail Billing Issue Resolution, Wholesale (MVNO) Billing Operations (Revenue Assurance), Specialized Business Billing, Usage Error Management, Non-Consumer Billing, Admin Fee Payments, Customer Impact Reporting and 3rd Party Partner Settlements. Develops and implements strategic business plans to undertake and restructure existing and new systems and services, targeting critical areas for improvement, and delivering increased profitability and financial performance.  Observed and analyzed internal products, services, proposals, market trends, while assisting in new recommendations and establishing an appropriate planning process that delivered business objectives. Manages and analyzes projects aimed to increase billing efficiency, proactively manage risks and prevent customer churn.

United States

• Lead and develop team of analysts responsible for identification and resolution of global customer billing issues (BINS)• Manage triage and escalation of complex billing issues, partnering across organizations to facilitate fixes and full customer resolution. • Partner with all areas of business and billing vendor to drive issues to closure, including performing root cause analysis and identifying irreversible corrective action.• Support strategic initiatives to ensure seamless billing customer experience post launch • Selected as key participant of Billing Task Force created to decrease or eliminate application defects impacting the customer’s billing experience. Developed and communicated defect self-reporting process to all IT Application teams • Nominated for Sprint Circle of Achievement Award for obsessing and working tirelessly to resolve customer issues and improve the customer experience.

Overland Park, Ks

• Managed legacy Bill Cycle Management team, partnering with billing vendor to ensure successful processing of billing cycles• Collaborated with Sprint and vendor conversion team to manage retirement of legacy (Convergys) billing system• Implemented Non Consumer Billing process improvements to eliminate invoice errors; established Pricing Engine/PeopleSoft verification process• Billing lead for Pivot Cable Joint Venture initiative; developed inter-company process to ensure successful billing processes• Supported marketing program launches to ensure a seamless billing experience (Simply Everything, Any Mobile Anytime, Device launches)

Overland Park, Ks

• Team lead/point of contact for all customers submitting tool and report development requests. Assigned projects and assisted team members with data related questions• Managed large projects from initiation through business requirement sessions. Assisted developers with documentation and the development path.• Partnered with Billing Operations, Customer Solutions, Marketing, and other enterprise organizations to identify customers negatively impacted by billing errors, and proactively treat them to ensure customer satisfaction (CSAT). • Governed the Application Support & Development large project inventory, directors’ prioritization records, and monthly Pipeline metrics reporting.

• Prepared adhoc financial reporting using SQL to assist in business case creation for billing and revenue assurance projects• Served as point of contact for all incoming requests for data or tool development; assessed customer needs with developers.• Partnered with individual Billing Operations groups, including Pricing and Billing Production Services, to troubleshoot billing issues and drive successful resolution.

• Implemented and managed improved communication processes between the Sprint PCS Billing organization and Customer Solutions; established consistent checkpoints for escalation of issues• Investigated and resolved escalated billing issues; managed the communication of the resolution to Customer Solutions.• Provided SME support for a number of invoice improvement projects, including proration explanation for Invoice Redesign, Minutes of Use II, and Two Deposits for Two Handsets for Clearpay customers• Developed and facilitated PBS training program for Renaissance Business Billing launch preparation• Established support models for escalation and routing of Renaissance related trouble tickets during and post-Renaissance conversion

Ba, Psychology - Emphasis Business Management/Industrial Organizational Psychology

Activities and Societies: Student Society of Human Resource Management (SSHRM)

Certificate Of Professional Leadership

University of Kansas Professional Leadership Certificate Program is targeted to organizational directors, middle managers, and supervisors.

Emerging Leaders Program Graduate, Organizational Leadership

A year-long leadership development series to advance female leaders’ effectiveness, build networks and connect participants with regional.