Focused Billing Analyst and Provisioner with 22 year of experience in Telecom Industry. Hardworking and energetic with passion for accuracy and efficiency. Energetic individual with attention to detail and well-trained in handling maintaining customer records and processing orders. Desiring a Provisioning position in the Telecom industry. Accomplished Provisioner willing to work hard while utilizing outstanding interpersonal and decision-making skills.
Skills
Complex problem resolution
Data entry
Data analysis
Works Well under Pressure
Office 365
Typing 105 wpm
Skype/Teams
VFO and Online portals for Verizon, Frontier, Centurylink, Telepacific, Qwest, Windstream, AT&T, Level 3, Onvoy, Intrado, Bandwidth.
SQL- Modifying and Executing queries
SMS/8MS
Ability to learn and adapt to multiple CRM systems.
Work History
06/2018 to Current
Billing AnalystGardaworld – Saratoga Springs, UT,
Maintained strict confidentiality with all personal data as per company guidelines.
Interacted with personnel in IT and Customer Service departments, effectively building lasting relationships.
Determined key areas prime for process improvements.
Compiled various reports related to traffic margins and invoicing.
Assisted VP of Billing, PM, Products with occasional special projects.
Verified vendor accounts by reconciling monthly statements and related transactions.
Resolved customer’s escalations timely and satisfactorily, and in the process identified system and pricing issues.
Audit Unbilled/Rejected Traffic. Worked with Customer Service, Account Management, IT departments to bill or clear calls. Used LEC portals to gather/validate billing information used to bill traffic.
Ran bill cycles for 3 CRM systems with total of 39 cycles per month. Identified issues and worked with IT to correct and re-run cycles. Sent print files to print vendor and audit PDF samples. Approved print jobs.
Over 6 months decommissioned LEC billed customer base and converted to Direct Bill. Worked with LECs to obtain Billing name and address and updated our CRM. Work with Regulatory for time line and Letter verbiage. Worked with customer service to address any fall out, adjustments, provide lists of impacted customers.
03/2000 to 06/2018
Provisioning SpecialistIntervision – Atlanta, GA,
Accurately read, understood, and carried out written instructions.
Created documentation for various provisioning functions and trained new hires and companies used for outsourcing.
Toll Free: New order new, Porting, Disconnect, Suspend, Restore, Load for routing at all vendors. Batching. International Toll Free, Enhanced routing.
Long Distance: Block/Unblock, Account code provisioning
Conference Calling:
Calling Cards
Local Pots order types: New Connects, Disconnects, Suspends, Restores, Reinstates, LNP/RCF, TN Changes, LNP, Transfer of Service, Voicemail.
Hosted PBX- Order new DIDs, LNP, Built Extensions, built routing in internal switch.
Work with carrier business partners, customers, vendors, and internal departments to ensure service is established in a satisfactory and timely manner for all parties involved
Update/Maintain E911 database
Administrator for SOMOS 800/POC and DID numbers
Work with a variety of internal and external systems to process and complete orders.
Ensure orders meet contract terms for new and existing customers.
Assist with back-up coverage, drive order issues to resolution, and provide support to internal groups
Initiate Billing and hand off to support teams
Update cut sheets and inventory of new services
Pull and interpret Customer Service Records from LEC online systems.
Created S&M's and trained new hires and outsourced vendors.
Conducted independent Local pots audit, discovering hundreds of line not in use, saving the company thousands of dollars.
Assisted in in 5 CRM migrations: Providing system Requirements, Business rules, Testing Functionality, Data validation, and documentation and training of CRM system.
Completed year long project to convert 250+ location customer from SIP to Pots. Each location required to POTs install 10-18 lines with Hunting and fax and security lines. LNP DIDs to our DID vendor. LNP DID to POTS with Cross connect. Worked with onsite ISW vendor at time of port. Trouble shoot issues and worked with repair to correct with minimal downtime for customer.
Run queries in SQL to update LERG and Toll Free OnNet/Offnet Origination.
Process CARE records from the LEC: Update CRM systems and ran reports to audit all inbound and outbound LEC files. Process any that required manual intervention.
Quality Assurance for work being outsourced.
Worked with IT to create and test new batching tools to make provisioning process more efficient.
07/1998 to 03/2001
Customer Service RepresentativeJet Aviation Us – Las Vegas, NV,
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Educated customers on current promotions, upgrades or new offerings available under current plan.
Described and explained details about over 30 options to inform customers and guide purchasing decisions.
Resolved customer complaints and addressed emergency requests and needs.
Education
Expected in 08/1995
: Medical Assisting National Education Center - Dallas Texas, GPA:
Expected in 06/1993
High School Diploma: Bishop Lynch High School - Dallas, GPA:
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