As a Product Owner, Billing Analyst, Business Transformation Leader, I was able to utilize my skills to streamline functions, collaborate, trigger automation, process improvement, implementation, mentor, coach, and be team player. I am a Creative thinker, with a passion to resolve complex customer & team problems and sharing the resolution with all. Investigation, data analysis, visionary and a go getter team player are just a few of my stories. Revenue building is another passion, partnering with teams to generate revenue is my desired dream job. Recognized for focus on continuous business process improvement and operational excellence; repeatedly selected to turnaround troubled businesses.One of my successful projects in driving automation savings of 55 hours for several teams weekly accuracy greater than 99% for a single tracking tool. Business requirements to create implement, tested, to consolidate over 15 manual functions data warehouse system data into a single webtool to streamline all customer contracting events from implementation to invoice in eliminating manual errors. Tracking over $1B in revenue a year and system consolidation with automation of savings over $1M.I believe there is always something to learn, room to grow and work to turn around troubled business in eliminating manual errors with automation. Leading from something as simple as a website form (instead of emails with missing data) with defaulted data to auto tracking of team work-list to show accountability, quantity and quality.A passion for teaming with people, Diversity & Inclusion, learning new things.In my spare time, I love to be with Family and Friends, playing with my pets, cooking on the grill and deep sea fishing. Community values: Robert R Moton Prince Edward County School Alumni Association, Brown vs Board of Education, Hendricks Store (5 generations). Collaboration/Teamwork | Problem Solving | Organizational Skills | Management/Leadership | Critical Thinking skills | Interpersonal Skills | Adaptability | Positive Work ethic | Dependability | Willingness to learn | Personal integrity | Cooperation | Good work history | Company success | Honesty | Good attitude | Communication skills | Wanting to do a good job | Accountability |Patience | Listening skills | Time management | Self-management.
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Business AnalystPinnacle Feb 2022 - Jan 2023Virginia, United StatesContracting with Pinnacle as an AT&T dedicated GSA (General Services Administration). I have an active Public Trust Security Clearance. I am a key team member that elicits, analyzes, and validates project requirements with results in the EIS (Enterprise Infrastructure Solutions), applications or enhancements for existing applications, with an understanding of the business issues and needs that translate into requirements to create overall solution. • Manage end-to-end requirements process using tools to define the set of processes and approach for each project, as well as issues resolution. Engage with development and business reviews ensuring proper process can be developed based required solutions with a focus on products (service assurance and delivery), software files (JSON, EPIC, USER stories, Script, Application Code, etc.) and billing (ISB, UB, EIS, etc.).• Manage the requirements, process by acting as a liaison/product owner delegate between business stakeholders and the delivery teams to align business needs with a technical architecture and end-solution. Error and fallout, managed by USH Trouble Tickets (TT) creation, review, assignment, assessment, and corrective actions leading to resolution.• Supporting Federal Government Production Platform issues and assist with some product specific process development to the EIS program. • Escalation Manager for the EIS platform issues and ensuring the development of reports with issue and the tracking of issues, identifying the owning group for resolution (MOD, Sales, Program/Project, PSO, FBO, Product Catalog/PC Team, IBM Teams, applications CADM/BGW, etc.) and post resolution updates in the trouble ticketing tracking system. • Drive process development for EIS products being transitioned into the EIS program. EIS USH Tickets Escalation provides a managed path and criteria to obtain priority support for GSA Federal Government Agency trouble ticket Notice issues and Ordering issues (SOA to SOCN completion).
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Product Owner Manager It, Customer Success, Manager Billing OpsAt&T Jul 2009 - Mar 2015Oakton, Virginia, United StatesCreated customer terms, conditions, discounts for contracts for several complex customer services. Supervisor role for 10 associate team members, including Tour selection, Time approvals, Appraisals, career development, team building. Managed the entire District Ids, 10 - 2nd level teams, creation, and approvals. • Initiated automation project for Complex Customer credit approvals for several teams into a web tool instead of a manual paper signature, scanning document process, saving over 20 hours a month, tracking multiple team levels from creations to Upper Senior level management approval.• Streamlined Customer invoice, bill cycles, cross-functional projects, automating functions by saving bill cycle processing time from 2 hours to 2 minutes per cycle transaction. Providing customer discounts, rates, and contracts. Eliminated manual errors when running bill cycle to automation.• Business requirements to create, implement, test, to consolidate over 15 manual functions, data warehouse data from several tools into one tool to streamline all customer contracting events from implementation to invoice. Tracking over $1B in revenue a year and system consolidation with automation of savings over $1M a year. Planning, business requirements, testing, planning to implementation, training, and execution. Excellent process management and project management skills, build strong collaborative working relationships with senior leadership and internal and external customers. Compliance requirements, audit controls, life cycle and continuous maintenance. Processing of complex customer contractual contracts, identifying contract gaps, terms, discounts, service orders, billing set-up and complex credits. -
Supervisor It, Billing Operations Analyst, Business TransformationAt&T Aug 2002 - Aug 2009Oakton, Virginia, United StatesManaged all Pre-Production functions for Local Residential and Business, Local Customers. Created and Implemented Customer Discrepancies process and Monthly One-time charges. Revised and trained Customer Care and Internal teams for Local Customer process of Custom discounts.• Implemented automated approvals process, to screen-scrape Local Customer servers, eliminating manual tracking and overtime. Automatically tracking of 144 servers processing, saving 8 hours of work a day to 15 mins a day.• Revised methods and procedures and trained Customer Care teams (over 40 employees) and Internal teams for Local billed/payphones/residential, Customer and the processing of Customer Custom discounts to streamline functions saving over 8 hours a week.• SPOC for all project calls for Local TCG functions, automation and eliminating manual errors. One project implemented for Monthly and Onetime charges; saved processing time from 45 days to 1 day turnaround time.• Lead Project Manager for Customer Outages automated, eliminating 5 days’ a month. Managing Control Desk Tier 1 support, contract approvals, etc. Demonstrating outstanding Customer Satisfaction Support. Implemented a process to scan customer contracts on a database to view instead of pulling paper contracts, saving team and company time.• Presented a mechanization tool for customer statements, invoices, Customer discrepancies. Supervisor of 7 employees unbilled usage (collected 106.76M), Implemented projects, tracking forms, etc. eliminating emails. Presented a mechanization tool for international customer statements/invoices, tracking of Customer discrepancies, etc.• Interface agreement with several governments team, (file reduced from 11 million to 1.5 million), Methods and Procedures, etc. Mechanized process with technical support teams to bill revenue (28.6 million minutes of REVENUE billed). Partnered with Governance Board to re-instate process feeds to resolve and bill customer correctly.
Frequently Asked Questions about Sonja Walker-Harrison
What is Sonja Walker-Harrison's role at the current company?
Sonja Walker-Harrison's current role is Customer Success Leader | Business Analyst (Operations Planning).
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