Kathleen Daly Email & Phone Number

Remote

• Proactively engaged customers to provide product and feature updates, to assist in increased usage of product services• Facilitated product training, and identified opportunities to expand customer relationship• Onboarded, trained, and drove customer utilization of Customer Portal, including education as features and capabilities were enhanced• Managed customer health via various metrics and leading indicators • Identified risks to the customer experience to develop and implement a cross functional mitigation strategy• Hosted scheduled Business Reviews and Technical Operations reviews designed to achieve high customer satisfaction• Developed comprehensive account strategy and ownership of customer communication plan

New York, New York

• Coordinated internal invoice loading, gap analysis, system upgrades and bug reports• Created SOW for client enhancements and conducted UAT prior to implementation• Extensive knowledge of telecom vendor billing portals including Verizon and AT&T• Formulated and prepared Operational reports and quarterly business reviews• Managed domestic and international client expectations • Recorded internal and external communications• Set timelines, milestones and delivery dates• Escalated issues and provided key updates

New York, Ny

• Performed analysis and audits of telecommunication (wireline/wireless) expenditures• Reviewed monthly telecom invoices for anomalies and cost savings opportunities• Gathered data and conducted testing with clients in a Sandbox environment• Developed and managed the client relationship as single point of contact• Migrated clients from existing TEM platform to new platform• Identified and aligned solutions with client strategies• Built relationships with client vendors

New York, New York

• Prepared monthly and quarterly accrual reports for finance and senior management• Analyzed communications expenses resulting in a savings of one million dollars• Coordinated projects with internal departments and telecommunication vendors • Worked closely with telecommunication vendors to resolve billing discrepancies

New York, New York

• Managed staff of five employees, including performance reviews and training classes • Created written procedures on all new product deployments• Developed reports to measure service level agreements• Designed client database system enhancements

A.S. Business Administration

A.A. Performing Arts/Music