John Yi Email & Phone Number

Dallas-Fort Worth Metroplex

Englewood, Colorado, United States

• Responsible for all 9M+ customer accounts for Retail Wireless (Boost, Ting, Republic, Gen Mobile) customer billing & payments, billing platform testing, month end reporting, PO invoicing, project & program management, account accuracy, BPO vendor management, SOX compliance, and exception processes. Manage with 10 corporate PMs and 140+ offshore agents• Manage project life-cycle, government & vendor compliance, department communication, change management and reporting• Maintain Executive level vendor relationship and presence for Service Level Agreements (SLA), Master Service Agreement (MSA), and Statement of Work (SOW) negotiations - budgeting/forecast - $3M, & KPI - 7M transaction line of business (LOB)KEY ACHIEVEMENTS• Led all projects to transition 8.9M Boost Mobile customers from T-Mobile/ Sprint Merger to Dish billing platform• Directed all billing projects & operations for 5G Wireless Genesis program• $4M cost savings - Transition Retail Wireless exceptions & Accounts Payable work to outsourcing ($3.6M – Retail Wireless & $400K – AP)• Awarded JD Power Best Bill for 2019, 2020, 2021 – Dish TV• $250K cost savings - Increased electronic bill take rate from 65% to 71% • Conducted goal, initiative, and development sessions to improve employee engagement - ESAT Score improved from 55 - 81%• Developed Standard Operating Processes (SOP) and reports for 250+ outsourced processes - SLA 99.8% and Error Rate <1%

• Responsible for all 8.8M+ Dish TV customer billing & payments, month end reporting, project & program management, account accuracy, asset recovery, payment refunds & charge-back processing, BPO vendor management, SOX compliance, and exception processes. Managed with 20 corporate and 110 offshore employees• Budget and oversee $250M+ for billing, customer payment, asset recovery, and BPO vendor • Create BPO vendor Master Service Agreement (MSA), Statement of Work (SOW) - $1.2M, & KPI - 4M transactions • Manage project life-cycle, government & vendor compliance, department communication, change management and reportingKEY ACHIEVEMENTS• Awarded JD Power and ACSI Best Bill for 2019 and 2020• Created & established variable billing rate SOW to increase SLA performance (error & completion rate)• Developed Standard Operating Processes (SOP) and reports for 150+ outsourced processes - SLA 99.2% and Error Rate <1%• Conducted goal, initiative, and development sessions to improve employee engagement

• Oversaw project management, training, quality assurance, BPO vendor management, third party payments, damage claims, and exception processes• Created VBA chargeback template process (improved win rate from 18% to 38% overall (VMC, Amex, Discover))• Managed 20 corporate and 80 offshore employees

• Headed training, quality assurance, and BPO vendor management teams• Developed department onboarding training & SharePoint site• Managed 20 corporate and 45 offshore employees

• Managed third party payments and asset recovery processes• Led 20 corporate employees• Managed audit and exception processes for Billing Migration (CSG)

• Provided analysis and processed third party payments and asset recovery exceptions