William Strong Email & Phone Number

Houston, Texas, United States

Houston, Texas

Center Of Excellence manages QA, Reporting, BPO, and RPA for Customer Administration inclusive of Ricoh employees and outsourced workers within the US, Philippines, and India. The role covers all governance for multiple BPO partners across the globe, interface with IT and partners for RPA, as well as direct management of Operational Reporting and QA team.

Houston, Texas

Engagement governance between Customer Administration and BPO partners within the US, Philippines, and India. Direct a team of analysts supporting operations through reporting and analysis.

Houston, Texas Area

Support the National Director of Global Accounts as well as Outsourcing Services, the authorized dealer network and the federal vertical business lines.--Responsible for monitoring and providing direction for 12 teams nationally that support multiple business lines accounting for $3.3 billion in annual revenue.--Represent business lines in special projects in order to improve the system and support models.--Host conference calls for operations review and strategic project planning to address all KPIs.--Oversee headcount analysis and planning for functional business lines.

Houston, Texas Area

SENIOR MANAGER, MANAGED SERVICES CUSTOMER BILLING (2009 – 2011)Responsible for providing support for a team of 25 that oversees monthly billing for Outsourcing Services customers accounting for $628M in annual revenue.--Managed 3 direct reports and 25 indirect reports who supported nationally managed service lines.--Established targets and direction in meeting them to improve metrics. Reduced billing cycle time by 3 days and increased overall accuracy.--Business revenue increased from $540 million to $628 million while costs went down by 10%.SENIOR MANAGER, RETAIL CUSTOMER BILLING (2006 – 2011)Provided leadership and direction for the Customer Care Team that supports the central United States and provides the organization with $266M in annual revenue.--Responsible for the management and strategic planning of billing teams including 14 direct reports and 134 indirect reports to ensure target were consistently met.--Oversaw budget management, headcount and variance analysis.--Worked directly with senior leadership to develop forecasts, metrics and process improvements.--Communicated expectations and results to team members while fostering a positive work environment through mentoring, education and motivation.

Houston, Texas Area

Provided direction and support for the Greater Texas and the ETLA/Great Plains areas for the Oracle billing team.--Conducted analysis of current business and developed action plans to drive expected results.--Provided guidance to team supervisors in successfully leading their teams.--Supported front line representatives in completing their assigned tasks and correcting any issues that may have impacted performance in the past.--Worked directly with corporate staff to develop process improvements and evaluate internal and external customer support issues.

Houston, Texas Area

Provided support for multiple functional areas within the Houston Customer Care Center via metric, revenue and operational reporting.--Created detailed reports for the billing and national accounts teams’ daily use and rolling trend analysis reports to measure department progress over time.--Reviewed monthly billing operations and summarized strengths and weakness of current processes for the Director and VP of Billing.--Conducted data analysis used in defining processes and procedures for the Customer Care Center for managers, directors and VPs.--Compiled data for accruals of unbilled and incorrectly billed service revenue on a monthly basis.--Responsible for documenting the COSOs, process flows and narratives for each of the functional areas within the Customer Care Center and monthly testing of controls to ensure SOX compliance.

In this position I served as the Billing expert on the migration team to move the business to SAP with an internal WEB based front end. Responsible for ensuring that SAP would support our customers as well as training / root cause analysis for the Billing dept. during and after migration.

Responsible for end to end financial stability and planning for this small business. Including but not limted to A/P, A/R, Payroll, Financial Statment preparation, & Banking. Also responsible for Inside/Outside sales, Creative department, and production facility.

Bba, Finance

Activities and Societies: Delta Sigma Phi Fraternity

Licensed In The State Of Texas, Real Estate