* Same duties from 2012-2020 with the addition of below:* Manage, coach and train members of the Billing Administration Team* Provide technical assistance to specialist and analysts* Lead internal department planning, determining courses of action in response to inquiries, and will lead interactions with other departments and outside parties as required.* Responsible for overall project leadership and system integrity issues* Responsible for invoice approval in Invoiceworks* Responsible for four billing systems (CHR, CRM, AS400 and GoTransverse).

• Same duties from 2012-2015 with the addition of below:• Supervise, coach and train members of the Billing Administration Team• Provide technical assistance to specialist and analysts• Lead internal department planning, determining courses of action in response to inquiries, and will lead interactions with other departments and outside parties as required.• Responsible for overall project leadership and system integrity issues

• Same duties from 2009-2012 with the addition of below:• Provide technical assistance to lower level specialists and analysts and play a lead role for the department• Recommend courses of action in response to inquiries • Lead interactions with other departments and outside parties as required• Project leadership role

• Same duties from 2008-2009 with the addition of below:• Evaluate Methods and Procedures and recommend changes where needed• Project leadership internal to department**nTelos was split in 2011 and I became an employee of the Lumos side of the company

• Perform analysis, evaluation and independent decision making (using excel, pivot tables, showcase, etc.) for all services the company offers.• Bill Cycle Quality Assurance/Approval and Trending• Billing System Database Maintenance• Support of Product Implementation (Project Planning)• Call Processing• Quality Control (Testing/Project)• End User Support• Miscellaneous Reporting And Individual Customer Support (Creating reports/queries)

• Same duties from 2003-2004 with the addition of below:• Manage Wireless Service Credit representatives• Perform daily audit reports using Showcase and Data Warehouse• Provide Summary reports based on disputes, referrals and training issues• Support Inside Sales with Wizard and RMS• Offer customer assistance based on their charge codes, call codes, tax profiles, S&E’s (monthly and temporary) and packages that make up their monthly invoice

• New call center was opened in Daleville• Manage Personal Communication Service Representatives (PCS); including training, first call resolution and quality assurance• Ensuring the best Customer Service is being offered by assisting customers with billing issues and take on escalations from being escalated any further• Perform service orders, package changes, credits, PCS equipment changes, etc.• Daily audits and reports for both customers and pcs reps

• Same duties from 1999-2000 with the addition of below:• Coordinate and perform Competitive Local Exchange Carrier Cutovers**R&B Telephone was migrated to nTelos in 2001**Service Center was merged to one location (Waynesboro) and I was transferred to a new position within the companyDuring Merge:• Travel and Trained Service Center in Waynesboro before transitioning to new position as Wireless Personal Communications Team Leader• Assisted with the opening of the New Wireless Call Center that opened in Daleville

• Dispatch service techs for orders and troubles for all services offered by the company• Process trouble tickets that come in from internal and external customers• Data entry and reporting of facilities for new and existing customers (linecards, cable pairs, OE’s/EN’s)• Process service orders for all services that required dispatched• Built and tested parameters in ICMS for integration

• Same duties from 1994-1995 with the addition of below:• Provide Customer Service to both walk in and over the phone customers for all services• Process all types of service orders for all services offered at the company• Review and approve service orders for accuracy• Run reports/queries for select cut offs, late notices and disconnect non pays (dnp’s)• Process disconnect non pays (dnp’s)• Proof directory listing for the LM Berry and Co (publisher for telephone directory)• Tele-market Long Distance Service• Submit long distance carrier information to AT&T

• Process payments for all services• Balance end of day payment transactions before sending to Accounting• Data entry• Multi-line switchboard• Assist walk in customers with billing issues for all services