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billing director billing manager ii resume example with 20+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Skills
  • Accounting
  • Acquisitions
  • Streamline
  • Automation
  • Billing
  • Billing systems
  • Billing system
  • Contracts
  • Conversion
  • Customer Service
  • Data Warehouse
  • Database
  • Decision-making
  • Delivery
  • Driving
  • Features
  • Financial
  • Flash
  • Functional
  • Team lead
  • Marketing
  • Mail
  • Migration
  • Process improvement
  • Processes
  • Producing
  • Quality
  • QA
  • Reporting
  • Research
  • Sales
  • Service level agreements
  • Statistics
  • Teamwork
  • Upgrades
  • Project management
  • Contract development and management
  • Workforce Management
  • Issue and conflict resolution
  • Brand management
  • Strategic planning
Experience
10/2009 to Current Billing Director/ Billing Manager II Nationwide | Indianapolis, IN,
  • Delivering billing quality for various Lumen billers, meeting aggressive timelines and SLAs.
  • Reviewing bill runs daily, analyzing revenue trends and explaining revenue variances.
  • Research of escalated billing issues and customer complaints.
  • Mass Markets Billing SAFe Product Owner.
  • Driving process improvement initiatives, leading automation efforts.
  • Key member of large, complex Business and IT project teams.
  • Leading numerous billing conversions and acquisitions.
  • Over twenty-three years in management.
  • Leader that encourages teamwork and collaboration, Responsible for Lumen Billing Operations including over 7 million customers.
  • Deliver billing quality targets against aggressive timelines, accountable for meeting/exceeding the billing timeliness and accuracy SLAs.
  • Responsible for the daily bill cycle process, including analyzing billing cycle revenue trends to ensure fluctuations are explainable for the various Lumen billing systems.
  • Responsible for the print/mail bill delivery operations with our 3rd party vendor as well as other vendor relationships related to bill delivery.
  • Mass Markets Billing SAFe Product Owner working with cross-functional business and IT teams to create billing features in Jira.
  • Responsible for billing customer escalations from the CAG group and other teams.
  • Responsible for testing and validating billing system changes and software releases including the monthly software releases, billing system upgrades, and new product offers.
  • Key participant in large, complex projects to ensure billing issues/concerns are addressed.
  • Improve and streamline internal processes including partnering with IT on automation.
  • Continually looking for ways to identify key expense reduction/efficiency opportunities.
  • Develop a motivated, dedicated industry-leading billing team by keeping the team focused on accomplishing department goals, moving the team forward through change/challenges, and encouraging teamwork and collaboration.
09/2002 to 10/2009 Supervisor IV CenturyLink, Inc | City, STATE,
  • Accountable for producing timely and accurate bills for over 1.7 million CenturyLink customers.
  • Analyzed cycle/monthly revenue variances and explained fluctuations in revenue.
  • Conversion team lead for the Embarq/CenturyLink billing migration.
  • Led process improvement and automation initiatives for the bill audit, cycle trending, and bill distribution processes.
  • Expanded the responsibilities of the staff by taking ownership of various testing and automation initiatives.
  • Designed the Metrics reporting process used to ensure Billing, Customer Service, and IT were meeting service level agreements.
  • Partnered with IT to create a mass adjustment process and then continued to coordinate the mass adjustments with OGS, Customer Service, and Accounting.
  • Billing team lead for the Madison River and Legacy/Ensemble billing conversion which included developing new processes, identifying process gaps, and driving change through out the Bill Audit and Support teams.
  • Developed and implemented the billing issues resolution process for Ensemble to ensure that issues were reported and corrected in a timely manner.
  • Coordinated bill messages/inserts with Marketing and Data Warehouse to ensure implementation is timely and accurate.
  • Created Change Requests (CRs) for Billing for process improvements and automation.
  • Responsible for creating test cases and validating test bills for QA Releases.
08/1999 to 09/2002 Supervisor III/Supervisor IV CenturyTel, Inc | City, STATE,
  • Accountable for the bill audit and support processes to ensure timely and accurate billing for 700,000 wireless customers.
  • Analyzed cycle/monthly revenue variances and explained fluctuations in revenue.
  • Monitored the bill message/insert process to ensure that print vendor had the correct information for customer notifications.
  • Led process improvement initiatives for the bill audit, cycle trending, and bill distribution processes.
  • Worked closely with Customer Service to manage the bill printing process to ensure accurate and timely distribution of bills according to predefined parameters.
  • Monitored the billing issues resolution process.
  • Partnered with various teams including Customer Service, IT, and Accounting teams to resolve billing issues.
  • Responsible for Billing Quality Metrics, Sales and Marketing, Billing Statistics, and Daily Flash reports.
  • Determined the monthly cost allocations for the print vendor invoices.
12/1995 to 08/1999 Analyst I/Analyst II CenturyTel, Inc | City, STATE,
  • Monitored the net settlement (carrier billing) process.
  • Tracked and reported roaming activity on a monthly, quarterly, and yearly basis.
  • Partnered with IT to develop a database that stored revenue and carrier information.
  • Submitted recommendations to upper management based on financial and historical information to aid in the decision-making process for roaming rates and vendor contracts.
  • Verified that carriers and vendors were complying in accordance with contract guidelines.
  • Responsible for explaining roaming revenue variances.
Education and Training
Expected in 2000 to to Master of Business Administration | ULM, Monroe, Louisiana GPA:
Expected in 1996 to to Bachelor of Science | Accounting Louisiana Tech University, Ruston, Louisiana GPA:

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Resume Overview

School Attended

  • ULM
  • Louisiana Tech University

Job Titles Held:

  • Billing Director/ Billing Manager II
  • Supervisor IV
  • Supervisor III/Supervisor IV
  • Analyst I/Analyst II

Degrees

  • Master of Business Administration
  • Bachelor of Science

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