Kenya Buford Email and Phone Number

Serve as liaison for Customer Care with global IT Development and Support Coordination with eGate Solutions Product Management team for Customer Care and “Customer” business requirements, testing, and system implementations for new systems or enhancements to existing systems Coordination leader with Customer (Delta Air Lines) for system or non-system related projects, including Customer training requirements Oversight for data management coordination for all services including… Show more Serve as liaison for Customer Care with global IT Development and Support Coordination with eGate Solutions Product Management team for Customer Care and “Customer” business requirements, testing, and system implementations for new systems or enhancements to existing systems Coordination leader with Customer (Delta Air Lines) for system or non-system related projects, including Customer training requirements Oversight for data management coordination for all services including scheduling, menu, provision and activities specifications, invoicing, regular daily reporting as well as ad-hoc reporting for Customer Care and/or external customer, galley planning (GP4) data set-up Coordination of ad-hoc IT related projects/areas for Customer Care Responsibility for coordination for all Customer Care business cases and for any internal and/or customer related business process improvements Coordinate and oversee Customer Care IFX4 system and process training requirements to ensure expertise in the ‘end to end’ workflows and ensure ‘super-users’ for the application(s) core to respective roles, including any software update training and updates to training documentation alongside customer. Oversee creation and maintenance of process documentation for process flows within Customer Care, with Customer(s), and/or technology support area Provide input and experience to implementation teams for future customer implementations Process document changes and communicate new procedures Proactively involved in key customer projectsProvide support as liaison between Delta Air Lines and eGate Solutions/IFX Support Show less

Maintained city addresses through Microsoft access by verifying through the Geo-Location database. Handled business processes for the cable entity side of BellSouth Entertainment for the Billing team.ITC subscriber management/billing system user support (system, administration, reports, and database integrity).Billing system acquisition/entry/reconciliation of address information, pay-per-view event data, new franchise data, etc.Manage changes to the billing system to reflect… Show more Maintained city addresses through Microsoft access by verifying through the Geo-Location database. Handled business processes for the cable entity side of BellSouth Entertainment for the Billing team.ITC subscriber management/billing system user support (system, administration, reports, and database integrity).Billing system acquisition/entry/reconciliation of address information, pay-per-view event data, new franchise data, etc.Manage changes to the billing system to reflect new rates to marketing promotional campaigns, service tiers, and franchise requirements.PC/LAN support (helpdesk, troubleshooting, software administration and upgrades and telecom/computer network planning, moves and changes).Interaction with HQ and departments to improve the system’s efficiency and operating results.Assists Billing Manager in establishing MIS/Billing system procedures and controls, monitors compliance; makes recommendations for changes as necessary.Interfaces with HQ Information Technology group to provide coordination and support for users of the billing system, personal computers and telecom networks.Designs and develops customer reports from the billing system data base for use in scale campaigns,non-pay collection activity, etc. Using tools such as Microsoft Access and Forest and Trees. Developsand prepares other financial and statistical reports as required Show less