Highly organized Communications Manager with 17 years in the communications field. Areas of expertise include Customer Service and Project Management.
Developed and implemented an innovative internal communications strategy to improve employee engagement through documented process.
Support back room ordering within the ABS Care Ordering organization. Main focus is supporting RLBM offices which support Alliance Channel orders for the Small to Mid size customer segment in the Legacy S and B regions. Responsibilities include writing desk level M&P as processes as systems are enhanced. Publishing Apex documents that deliver support and maintain a library of the processes used by the Care Ordering Centers. Partner with Marketing and Product Development teams to launch new product offerings. Partner with multiple work groups both internal and external on problem identification, root cause analysis and resolution implementation. Work with customers and clients to insure we deliver our service as agreed and to the highest quality. Partner to provide SME support to team on their automation projects. Improve Customer/client Satisfaction through automation, L4 process, advisory, and Tier 1 support execution by doing clear communications and developing "One AT&T" processes. Assist leadership with any roadblocks or issues they need addressed. Six Sigma Yellow Belt Certified.
Primary responsibility was Midwest Recruiter for external vendors. Coordinated all Contracts, Non Disclosure addendum's and on boarding documentation with vendors and legal. Developed, coordinated, implemented process for improving sales operations support for AT&T Midwest's 150 Solution Providers who contribute $3,841,893.00 in Actual revenue of New Sales. Handled MW Alternate Channel recruiting, reviewed and processed 100+ applications each year. 2007 resulted in 55 New SP's joining the channel. Developed legal communications to be sent to the SP firms regarding contracts, assignment, assumptions and Principal changes. Collaborated with Regional teams to create a Sales Order entry tool for all CCOE centers and SP's to increase accurate order processing via SOE tool. Evaluated and implemented new product launches to drive operational excellence. Led Monthly update calls for 150 SP firms, tracked questions and posted to our regional website. Emerging Channels and Call center SPOC, handled inquires from CCOE regarding SP's orders. Payroll administrator for 6 direct reports. Maintained all team distribution lists to share with the channel. Created & distributed SP 5-star letter and comfort letter to identify the relationship of the SP to AT&T for our customers. MW Website administrator. Processed over 250 post requests each year including contracts, promotional updates and general communication. Tracked Sales Order Entry Data for IP connectivity testing to our SOE Tool.
Oversee reconciliation of Third party accounts to ensure maximization of revenue & reduction of expenses. Liabilities in excess of $1M annually. Ensure Third party expenses were properly reflected in financial records. Created Employee Pager Sale Web site page for all SBC market Zones to increase revenue & decrease inventory. Prepared analysis report of third party revenues & expenses. Determined Net gains or losses. Tracked all monthly Third Party numbers, units in service, expenses & revenues to produce tracking for Management. Managed team of 5 direct reports who supported and audited 9 state paging reseller accounts which included activation procedures, pricing plans and troubleshooting defective pagers. Managed team of 3 employees who processed over 2000 Engineer and facility bills monthly for 9 Market zones. Liabilities in excess of $8M annually. Oversee validation process of 1000 facility invoices & approved over 2000 bills in excess of $50k. Reviewed the negotiation and tracking of all invoice dispute resolutions with vendors including disconnect requests. Tracked attendance and vacation for 8 direct reports. Uploaded CSRs, Info sources, and Newsflashes from FrontPage into shared drive. Enabled online consultants access to current resources while speaking to our customers. Processed Confidential and Administrative functions of payroll investigations, tax deductions inquiries, and direct deposit for 180+ Ameritech Paging Employees.
Managed daily/half hourly ASA to 10-20 seconds Service Level to 80% with 300+ employees. Monitored weekly call forecasts and produced schedules with initiatives to ensure adequate resources available. Managed vacation bidding and time off requests from 300+ customer advocates and 4 Direct reports. Monitored Real Time adherence to schedules and Real Time exception entry daily. Production and distribution of half hour compliance reports sent to advocates and Managers daily. Evaluated call volume trending and call handling results to ensure optimum results. Received, investigated and referred ACD call routing or equipment trouble reports as appropriate. Investigated and supplied documentation to 20 Area Managers for 1st and 2nd level union grievances.
Managed 10 associates in Technical department during Managers absence. Facilitated training for New and Existing consultants on company policies, procedures, system enhancements, and promotions. Trained 7 Billing representatives and provided floor support on company policies, procedures, and processes. Supported staff and Managers investigations, requests for assistance, phone monitoring Monitored 300+ on-line associates scheduling in IEX system. Supported Managers and helped decrease call volumes. Designed surveys to identify training needs and documented existing areas needing procedure clarification. Updated & maintained revisions of training materials & made recommendations for improvements. Provided continual floor support to on-line consultants and handled all escalated calls. Significant Accomplishments: Facilitated virtual training to Managers and peers. Developed, created and accurately maintained all vacation/weekly schedules for 14 Assistant Managers. Created forms used by on-line consultants to ensure standardized verification policies. Recipient of Commitment to Excellence award, researching & reducing lost revenue. Recipient of award for establishing monthly goals to maintain & increase revenue. Supervised a new hire mentor program of 5-13 employees. Worked directly with Associates who had customers with billing questions and problems. Identified problems with billing, investigated local calls, local toll and itemized call disputes. Proper knowledge of all systems used and assisting other on line associates with questions and problems.
Six Sigma Yellow Belt Certified- AT&T Quality Management Systems Center of Excellence
Trained Systems: Microsoft Word 2010, Excel 2010, PowerPoint 2010, Windows NT 4.0, CBIS, Comptech, IEX Schedule Management (Total View), Meridian Max 9.2, working knowledge of VRU's, Front Page 2000, Microsoft access 2000. SAP GUI, Payroll, People soft, Outlook 2010, Sales Order Entry (SOE), RDS, CRM, ROME, APEx Authoring, SAART, Attended all AT&T training to further educate myself on all required systems and policies.
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