Performed variety of tasks, learning multiple new systems and processes quickly and with little guidance to meet changing needs of business.• Coordinated tasks and managed error resolution for consumer and business billing platform conversion. Performed validation checks post conversion, triaging new issues within very tight timelines• Communicated and resolved corporate security secrets violations, ensuring all corporate policy violations were addressed ahead of stated deadline.• Worked to develop complete yet targeted security operations training curriculum allowing analysts transferring between functions to ramp up quickly and confidently.

Generated and managed implementation of technical fixes for wholesale and enterprise customers as well as at product level. Assisted in development of new billing functionality to support new products and services.• Completed overhaul of existing errored call process, reducing incoming errors by 46% and increasing successful reprocessing of existing errors back into billing process. Resulting in increased invoice accuracy and reduction in revenue leakage.o Compiled data, documented inputs and outputs and created new reports filling knowledge and data gapso Performed cost-benefit analysis in large data sets allowing focused efforts in the greatest areas of potential revenue recoveryo Built critical relationships with vendor teams, improving efficiency, and creating goodwill.o Provided reliable, accurate, and easily understood communication to internal and external fix agents.• Served as Subject Matter Expert providing requirements and test support on all billing projects for multiple areas of responsibility.

Wireline Billing Tables: PromotionsResponsibilities include producing metrics, quality assurance, semi-annual audits for Sarbanes-Oxley compliance, training, producing method and procedure documents, identifying and implementing process improvements. Served as Team Leader.Managed multiple competing functions requiring wide knowledge base and flexibility. Worked with diverse work functions including reporting, problem-solving production issues, process improvement, coordinating fix agents across multiple teams, and creating processes in an ever-changing environment. Analyzed and resolved complex customer billing issues while exceeding goals for accuracy and timeliness.• Provided ad-hoc data analysis and guidance to internal customers across multiple work groups increasing product knowledge and reducing unnecessary tickets and customer frustration.• Trained and supported team members ensuring team met or exceeded service levels while maintaining 99% invoice accuracy month over month.• Supported billing, development, and product teams shutting down legacy products and transferring mainframe system functionality to web-based applications.o Wrote requirements, provided test cases, and performed user acceptance testing for development projects ranging from small enhancements to successfully building new billing and ordering platforms from the ground up. Tools/Skills:Microsoft Office (Word, Excel, Visio, PowerPoint, and Project)Mainframe experience (DB2, QMF and JCL)Web Based reporting toolsHP Service DeskLotus Notes (limited experience)I currently participate in the new Women's ERG Women in Sprint Excelling (WISE). I am involved with the professional development and website committees.

As a Billing Rep II I was responsible for building billing tables in a mainframe environment. Building relationships between the billing and marketing groups was key to my success and the accuracy of our product.

During this time I worked as the Lead Associate for a team of second tier customer service agents. My responsibilities included training both in groups and one on one, developing employees, writing method and procedure documents and a stint as a temporary in charge supervising a team of eight.

Responsibilities included data entry and order processing in both mainframe and GUI applications. I resolved escalated issues related to order processing and served as the main point of contact for external data entry customers. Additionally, I recommended and assisted in the implementation of process improvements.