Service Delivery Analyst Billing Resume Example Tangoe Inc.

SERVICE DELIVERY ANALYST - BILLING

Summary

Highly motivated analytical creative who thrives in fast paced, high tech and gaming industries. I'm a data junkie and function well in solo and team settings. Constantly learning, constantly creative and always willing for a challenge.

Though directly lacking on-camera hosting first hand, I do have 4 years of experience with video, camera and lighting as well as PSA Video creation and short video production and editing. The Art Institute provided skills in graphic design, game design and digital media content creation, as well as story and script writing. I am an active creative person who wants the chance to keep building his never ending list of skills. I pride myself on being a swiss army knife.

Education

Bachelor of Arts, Video Game Art & Design - Digital Media2005Art Institute of Colorado - Phoenix - Phoenix, AZ, United States

Fully completed all course work for a Bachelors of Arts in Game Art and Design. This degree path provided in depth training in the game industry in small/large group and solo settings within the following micro-disciplines:

Video Camera Operation, Lighting for Video, Avid Video Editing, Premier and Adobe aftereffects video editing, Graphic Design utilizing full Adobe creative suites.

Script Writing and Story Telling with focus on digital media content creation. Animation Storyboard design, Creative team development and team management, data mining and project research, data base creation, usability/QA and beta testing software teams.

World, Story and Character creation in addition to 3D modeling, Animation, Rigging, Texturing and full game development within game engines such as Unreal and Hammer.

Study into game life cycle and product ongoing support including basics in advertisement, marketing, ergonomics and Kiosk design as well as concept IP and product development. Activities and Societies included Unreal Modding Team, IGDA Student Member, Digital Playground, GDC, Psychology of Game Design Study Group

Accomplishments

Began my career at Blizzard Entertainment/Vivendi before and after the Activision merger. Active participant in a wide verity of online PC, table top and console games, art projects and active in social media.

I am writing own graphic novels and flat work currently, as well as organic 3D sculpting as a hobby. I've enjoyed acting classes all though out my young adult life, I was an active participant in City Symphonic Orchestra for 4 years, sang Opera during food services jobs and held many client and customer facing roles. I like to feel approachable! I currently hold a financial analyst role and have an extensive degree holding background in the gaming industry and am a life long fan.

I am the goto for creative input and was requested to participate in the "Gamification" of Tangoe's new software.

Experience

Service Delivery Analyst - BillingFeb 2015 to Current
Tangoe Inc. - Austin , TX

The Service Delivery Analyst, Billing position provides support and management of our clients wireless carrier invoices, billing, reporting and analysis.

Manage all imported and exported data, including client ad-hock and custom reporting. Data Feeds and resolving carrier issues and advocating on behalf of clients. Primary duties include: Constant communication between Tangoe and Client and Carrier entities. Daily point of contact for all Billing and Invoicing questions and reporting. Allocation of clients charges to cost centers, applying GL codes and running client specific rules on all reporting.

Manage communication and financial reporting for all departments, working collaboratively with internal teams and defining best practices for client retention.Provide executive level reporting and presentations, communication, ad-hoc analysis and advise on savings goals and provide insight into expense on multiple reporting levels. 12 to 16 full load, lifecycle client teams.

Heavy Excel, Outlook, Powerpoint, Access,SQL and MS office. Heavy client support via email and phone, Contract review with client carrier accounts.

SME - Training - Billing and Account Support - In Game SupportOct 2010 to Jun 2012
NC Soft - Austin, TX

Use in-house proprietary software to investigate fraudulent activities associated to customer accounts. Manage and investigate account-related disciplinary action as escalation point.

Provide direct contact with customers via telephone, instant message and email as well as social media. Utilizing in house proprietary software to assist clients in the recovery of hacked accounts and provided in game live support. Primary focus was fraud prevention.

Assisting superiors in the implementation of new policy and procedures associated to customer interaction.As an employee I created rough graphic design layouts for account security web content pages for the NCsoft web site, focused on customer understanding of policy and self help and communication procedures. Created tutorials internally for training.

Training/SME Billing and Account Technical ServicesApr 2009 to Oct 2010
Blizzard Entertainment - Austin, Tx

Created training documents to educate new employees with thebase competencies and skill sets for an CS Account Agent. Instructed new andveteran employees with the basics of investigating fraud, account theft, ect. toenhance overall rep performance

Used in-house proprietary software to investigate fraudulent activities . Managed and investigated account-related actions taken by all departments. Provide direct contact with customers via telephone, instant message and email.

Live phone and online purchase support, restore access to locked, suspended,stolen and compromised accounts. Communicated directly to clients via digitalphones, provided call backs on sensitive issues, live online chat and e-mail. billing focus

Account Administration Department Oct 2007 to Apr 2009
Blizzard Entertainment - Austin, Tx

Highest level support investigations team. Directly responsible for policy creation, implementation and training to CS Reps. Investigated fraudulent users,automatons, hackers and foreign exploitative users. Defended Terms of Service and EULA violations and account recovery.

Restored hacked/stolen accounts. Identified exploitative trends in user community, created procedures and policies as necessary. Direct line of communication to Legal Team and Upper Management involving community matters.

Verified third-party fraudulent use, though online investigations. Consulted Legal department on policy interpretation. Closed, banned and recovered user accounts based on investigation findings while supporting upwards of 12 million active accounts with 7 million active users at any one time.

Internally assisted with Blizzcon set up as Blizzard employee. Joined IGDA and GDA associations to attend Austin Game Development conferences, last attended GDA 2015 and Austin Community College Technology summits.

Team Point - Customer SupportApr 2007 to Oct 2007
Blizzard Entertainment - Austin, TX

Acting team leader, under direct Senior supervision. Direct line of communication from management to support. Assisted with implementation and creation of CS Policy and Procedure.

Handled Irate Customers accounts to ensure retention. Created training documents/tutorials to aid new hires. Ran training classes for CS Reps to learn new skills/policies/procedures.

Managed escalations from all departments, ensured solid communication and feedback. Provide live feedback via the Blizzard online forums, postings, blogs and both in game events and live customer interaction and community outreach.

Developed world class Customer Service and Account Support skills. Users front-line point of contact,focusing on first contact resolution and customer retention.

Resume Overview

Companies Worked For:

Tangoe Inc.
NC Soft
Blizzard Entertainment

School Attended

Art Institute of Colorado - Phoenix

Job Titles Held:

Service Delivery Analyst - Billing
SME - Training - Billing and Account Support - In Game Support
Training/SME Billing and Account Technical Services
Account Administration Department
Team Point - Customer Support

Degrees

Bachelor of Arts , Video Game Art & Design - Digital Media 2005

Service Delivery Analyst - Billing Resume Example

Resume Score: 70%

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