Customer-focused commissions analyst successful in researching, analyzing, and validating commissions and implementing process improvements. Quality-oriented and proactive in resolving issues with exceptional organizational and communication skills.
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•Maintain the accuracy of agent commission payments and statements
•Provide ad hoc reporting and support to Finance and Indirect Sales channel
•Develop and implement controls to ensure that commission variables are correctly entered into commission system
• Annually review contracts and upload changes into CCRS
•Participate in continued enhancements to the automation process to increase efficiency and accuracy of the commission process
•Identify and recommend process improvements to streamline commission processes
•Track and report metrics for sales results and initiatives within the Indirect Sales channel
•Resolve payment discrepancies and contact agents regarding repeated discrepancy issues
•Conduct monthly eStatement reviews with indirect agents to identify process improvements
•Review trending analysis and upload files to accounts payable for monthly commission payout
•Participate in SOX audits by supplying agent data
•Managed and coordinated all aspects of the retail store including sales, customer service, repairs, inventory, financial controls, and personnel administration
•Supervised 6-7 Retail Sales Associates
•Hired, trained, and coached store employees
•Managed team to meet sales and churn goals
•Facilitated bimonthly meetings with all store personnel
•Provided feedback to team members during one on one sessions
•Handled complex customer situations and escalated issues
•Maintained customer base for follow-ups and sales through 5STAR database
•Increased Verizon's footprint by consistently enhancing the customer base with daily additions of new service
•Solicited referrals from existing customer base
•Maintained existing customers by performing rate changes, equipment upgrades and adding new service
•Developed and trained new sales representatives
•Facilitated in-store training and roll-out of new products and services
•Reconciled monetary transactions daily
•Programmed and troubleshot cellular equipment
•Ordered, received and managed inventory
•Arranged repayment options for cellular accounts over 60 days past due
•Prepared unresolved delinquent accounts for collection agency placement
•Aided customers by resolving billing questions and disputes
•Helped collection representatives handle escalated calls and floor problems as they occurred
Agile Fundamentals Certificate
Working knowledge of ACSS
PeopleSoft 9.1 proficient
COGNOS Query Studio
Microsoft Office Suite
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