Tammy Duepmann Email & Phone Number

Villa Ridge, Mo, Us

St. Louis, Mo, Us

St. Louis, Mo

United States

St Louis, Missouri, United States

JULY 2014 – MARCH 2021SR. BILLING OPERATIONS ANALYST, AT&TManage billing processes for 550 + multi dwelling properties, generate monthly reports, maintain contract obligations, establish new accounts based on contract offer, handle account escalations, assist account team, and manage accounts receivables each month for Multi Dwelling Units that average $6 million in revenue each month. Manage 90k consumer accounts month over month decreasing the amount of errors for new customers saving AT&T on average 60k a month. Maintain tax exemption information. Ensure complete accuracy through property audits. Quickly became the SME for account managers, leadership, and teammates. Trained leadership and collaborated with project managers to transition current work processes to an offshores team. Trained a team of billing and service representatives on exemption process and implemented an auditing process to improve accuracy of invoices and to improve customer service. Recognized by leadership for revising a billing process, by eliminating the manual process to add applicable exemptions to customers’ accounts. The usage of the BOT reduced the completion time from 2 weeks to 24 hours.

St. Louis County, Missouri, United States

Investigated irregular call patterns on business accounts. Created and presented business cases to leadership for approval adjustments. Learned several billing systems in order to research activity. Worked with impacted customer to prevent future fraud activity. Exceeded monthly expectations by managing target goals and metrics.

Greater St. Louis

Developed and recommended billing solutions, based on the analysis of customer business goals, objectives, needs, and existing infrastructure. Familiar with E-rate funding and other government billing processes. Participated in project launch calls. Presented various billing options to potential customers.

St Louis, Missouri, United States

Planned and evaluated work flow of employees, responsible for analyzing call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation. Responsible for teams performance ensuring efficiency and quality of monitoring call volume, payroll distribution and scheduling. Conducted call pattern forecasting activities. Recommended operational improvements. Developed force schedules to meet the anticipated call load and achieve grade of service objectives. Made adjustments to accommodate call load fluctuations. Maintained various mechanized force management systems, analyzed operational results. Ensured reporting is accurate and is completed in a timely manner.. Responsible for training, evaluating, and managing performance of direct reports. Influenced decisions regarding the hiring, firing, disciplinary action, for subordinates. Familiar with Union contract. Strong relationship with union representatives.

St Louis, Missouri, United States

Managed, directed, and supervised the work of a group of telesales representatives in an inbound/outbound consumer call center who were responsible for selling and up selling the products specific to assigned campaigns. Provided feedback, coached, trained, motivated, and supported me team. Counseled and advised representatives regarding performance and discipline. Made suggestions and recommendations as to the hiring, firing, advancement, promotion, and other status changes for employees under their supervision.