Tracey Matthews Email and Phone Number

Document process flows and procedures.Correspond with customers and internal support teams in processing of registration requests.Ensure customer and internal support teams understand process for registration and impacts to their user structures.Correspond with customers and internal support teams in processing of SLA credit requests.Evaluate SLA credit requestsProvide disposition reporting of SLA credit requests back to customers.Provide reporting to billing for credit processing.Advise team and others of changes to processes.Serve as a subject matter expert for Verizon customers and internal employees.Build and maintain strong partnership with identified stakeholders.

Proactively develop & maintain internal and external client relationships.Provide timely response to internal and external customer communication and generate solutions for customer specific concerns.Maintain working knowledge of the clients’ Enhanced Call Routing/HIVR platform and have the ability to work through business challenges by collaborating to develop solutions to everyday problems.Responsible for product knowledge and expertise support of Hosed Interactive Voice Response Product offering. Provide consultative advice and guidance on business strategies that enhance inbound transport and routing solutions.Design, build and deploy network based call flow logic and intelligent call routing capabilities for multinational corporations.

Responsible for Lifecycle Issue Governance for on-line / center supported customers.Responsible for Relationship Management and Communication through resolution of any given issue or Service Improvement Plan.Manage Key Performance Indicators (KPIs) of supplier groups (Centers of Excellence (CoE) including Ordering, Billing and & Network Assurance).Serve as Client advocate across all Verizon and add value through proactive resolution of any given issue.Assist Sales & their customers with: Registration, Training and Access issues Process education and service level agreements Billing Escalations Financial / Credit & Collections Escalations Chronic Repair Issues Order Management Repairs / Incident Management

Manage the handling and resolution of billing inquiries, claims and collections for 100 IXCs and CLECs with monthly revenue of approx $60M.Responsible for detailed research to provide dispute resolution which often includes interacting with Regulatory and Legal to resolve complex billing disputes within specified time period.Interact with Regulatory and Legal as required to issue and track default notifications when customers are non compliant in maintaining payments/payment arrangements.Issue (non provisioning) service orders to correct billing as required.Interact with Sales and Provisioning teams as required to assure accurate billing.Interact with customers extensively to ensure all billing and orders are correct.Research unidentified payments using internal sources, written communication, web sites and phone inquiries to determine appropriate accounts for payment application. Also, research and resolve unidentified/undistributed cash within 24 hours of receipt.Coordinate the transfer of funds to appropriate CLEC BANS.Apply payment after researching transaction to the correct CLEC invoice line to ensure accurate account activity. Appropriately identifies overpayments requiring refund or crediting to different BANS.. Accurately processes payments to correct invoice lines to expedite future collection and appeal activity. Posts adjustments to appropriate accounts as necessary based on company policies and procedures

Responsible for the operational and administrative management of the office. Prepare loan documents for closings. Liaison between loan officer and clients and develop client relationships Manage preparation of and processing of all billing. Maintain accurate records of all billable services. Maintain accurate journal of all monies paid for services. Manage scheduling of all closings and meet with clients to close loan. Manage scheduling of all appointments. Meet with clients to accurately sign and notarize loan documents. Reviews documents for accuracy and completeness.

Handled collection activities from clients based in New York, checked backup paperwork for accuracy and researched and resolved discrepancies. Updated Access database with all communications and actions taken with clients. Prepared and sent "reminder" letters for delinquent accounts. Called delinquent customers as necessary and resolved issues in reference to their account. Consulted with Account Managers when accounts were delinquent and noncompliant. Prepared Aging reports for outstanding accounts. Recommended accounts for outside collection.

Responsible for the operational and administrative management of the Entrepreneurial Development Center @ NC State (EDC @ NC State). Performed daily, weekly, monthly operational activities, including but not limited to the stocking of paper at all copier and printers; coffee machines/pantry areas; conference room reconfigurations (including audiovisual support, if necessary) and clean up; various low level maintenance tasks within the site and maintained a professional & polished physical environment Effectively worked independently, carried out direction of Director of Operations and communicated on a consistent basis to ensure a well managed remote location. Served as site liaison between Director of Operations, property management and tenants located in the EDC @ NC State. Ensured compliance with company guidelines and policies. Effectively communicate and carry out site protocols and processes. Interfaced with contractors, vendors and property management as appropriate. Monitor their work to insure timely completion of tasks, consistency with company standards & procedures, and that costs & performance met or exceeded established expectations.Prepared leases for incoming tenants. Established and updated tenant files to include information referenced in lease agreement and tenant handbook. Consulted with tenants to determine phone and internet setup needs. Installed phone and internet service for tenants on move-in date. Maintained and updated spreadsheet to determine number of telephone and data ports assigned to tenant, as well as determined telecommunication equipment needs. Provided 1st level computer support. Managed preparation of and processing of all tenants billing. Maintained accurate records of all billable tenant services. Maintained and updated spreadsheet of billable computer support. Maintained accurate journal of all monies paid for rent, services and deposits.

Served as Team Leader for the Resumix Department. Managed and maintained Resumix and Visual Info. Troubleshoot and provided support for OS/2 and Windows 95. Supervised fifty employees and trained new hires on Resumix and Visual Info. Setup work assignment and schedules for department. Managed all administrative and personnel actions.

Managed and maintained a scheduling system for over 200 clients and schedule all events that occur in the video facilities using a computer network scheduling software package. Served as Program Coordinator for NC State University in the North Carolina Research and Education Network as well as the North Carolina Information Highway. Consulted with clients to determine technical requirements of a video project, provided cost analysis of a video project and provided orientation to new users of the video network and teleclass facilities. Directed the production of routine videoconferences and teleclass productions in "live" multi-site interactive programs by operating, aligning and setting up moderately complex television production configurations, including two-way video/audio, satellite transmissions, video routing and video recording. Managed preparation and processing of all billing authorizations (over $750,000) for Video Communication Services to clients for services performed using a computer based accounting and billing system. Assure proper charges are made to client. Assigned and scheduled personnel to video projects.

Provided administrative support for the 489th Civil Affair's Company commander and his executive staff. Researched and maintained retirement points for unit members. Updated and maintained all unit personnel records for inspection readiness. Served as Refugee Evacuation Specialist in Operation Desert Shield/Storm; provided computer training for squad to facilitate reporting activities; assisted with transporting refugees; interfaced with refugees and support staff to determine refugee's status. Served in Operation Hurricane Andrew Disaster Relief; provided computer training for detachment members to facilitate reporting activities; interfaced with civic, community and religious leaders to develop a comprehensive point of contact list for Florida City and Homestead; tracked and reported daily status of disaster communications support activities.

Set and monitored video and audio levels for activities such as satellite communications, video productions and videotape duplications. Monitored video and audio signals for campus cable system. Setup and transmitted teleclasses to various community colleges via CoDEC. Downlinked, transmitted and recorded educational programs for various clients within the campus community. Assisted with satellite uplinks of various teleconferences produced by the Center for Telecommunications & Video. Maintained billing system for all services performed and resources used.