Bill Moseley Email & Phone Number

New Bern, NC, US

Experienced in Customer Service, Billing and Quality Assurance operations and technical projects. Specific expertise in regulatory compliance, payment processing, call center operations, process improvement and business planning.Operational experience in the development, management and continuous improvement of small to mid-size customer contact centers.

Costa Mesa, CA, US

Irvine, CA, US

• Set priorities, developed project schedules, monitored progress to plan, and tracked project action items and deliverables for quality and completion. Managed an operational team to deliver software keys.
• Reviewed software design for regulatory compliance. A risk register was created and monitored for current projects and to track changes in the regulatory environment.
• Researched and documented global and regional regulatory and legal requirements in Confluence. Regulatory master test case library was built in Jira for traceability and consistent testing of these requirements.
• Implemented process improvements that eliminated software key outages and reduced risk of excessive inventory. Decreased key delivery time by 20%, increasing client satisfaction and minimizing expedited orders.
• Primary team member and internal auditor for the first ISO 9001-2012 certification for Blizzard Entertainment.
• Created a team of TMMi Professionals to provide process audits and process improvement guidance for Quality Assurance teams.

Irvine, CA, US

• Managed the daily operations of Billing Operations, Client Services and Marketing teams. Responsible for planning, design, development and operation of Customer Service, CRM and Billing systems.
• Managed initial project to configure and implement cloud based billing and call center software to support a planned base of fifty thousand residents.
• Completed a project to convert twenty thousand residents to the new billing service.
• Developed business plan and budget to provide third party utility billing service for multifamily property management companies. Delivered start-up phase of business under budget and ahead of 9-month project target.
• Worked with State elected officials and lobbyists on legislation affecting third party utility billing.

• Collaborated with the staff and management of business units, vendors, developers and IT teams to assist with planning, designing, developing, training, launching, and supporting of business systems in support of.
• Implemented new self-service Internet and phone based payment methods and in-house credit card processing systems, clearing more than 400 transactions daily.
• Developed and implemented automated reporting and real-time dashboards for contact center operations after developing requirements and researching solutions.
• Directed the development and operations of ACD (call center switching), IVR (self-service phone application) and Internet service channels.
• Developed document routing system, streamlining the process and providing distribution, metrics and quality assurance for over 2500 documents on a monthly basis.

• Responsible for implementing and operating customer care, billing systems, Operations Support Systems and IT operations for internet and telecommunication services.
• Project management responsibility to design and implement the billing, provisioning, e-commerce and workflow management components within an aggressive 6-month schedule and with an $11 million budget.
• Directed the implementation of a 125 seat sales and customer service call center. Responsibilities included development of management, staff and support organizations as well as network and telephony systems.

Houston, Texas, US

• Supported enterprise call center operations and served as liaison to corporate IT and Telecommunications development teams.
• Responsible for maintaining relationships with key industrial and commercial accounts while supporting credit issues and risk avoidance.
• Selected as core team member of an electronic commerce steering committee, developing standards and leveraging electronic commerce programs throughout Houston Industries business units.
• Partnered with Southwestern Bell Telephone services to pilot a program of combined customer application processes for wire line, wireless, electric and gas utilities.
• Helped Company achieve historically low write-off position and lead the industry in loss reduction for several consecutive years.