Experience

Paper E. Clips Inc

• Canada
• Wholesale
• 1 - 100 Employee

• Accounts Receivable Coordinator

  • Sep 2020 - Present



Rogers Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Revenue Assurance Analyst III

  • Aug 2008 - Mar 2019

  • Performed and analyzed Wireless reconciliations on a quarterly basis for all Rogers Wireless services (Billing to Network), Rogers & Fido Postpaid & Prepaid, LDAP and Chatr)• Ran and actioned Call Generator for Rogers Wireless on a bi-weekly basis to ensure usage and billing integrity, identified issues and opened tickets for corrective action.• Assisted with the recycling and write – off various errored usage on a weekly basis.• Supported and collaborated with the deployment of a new tool ‘Money Map’ to automate quarterly wireless and cable reconciliations, by providing feedback, opportunities and solutions to ensure a successful deployment.• Participated in conference calls with IT, Billing, Rogers Care Group and Chatr teams, to support assigned ticket issues (IT Support Group), to ensure potential issues did not affect RA’s quarterly reconciliations and project implementations to the Network or Billing. • Identified Video on Demand Fraud, via invalid MAC Address Report, sent on a weekly basis, and addressed equipment via MAC Address to be Bricked or Deprovisioned.• Performed VOD monthly reconciliations on various MAC Addresses from Eastern and Atlantic Canadian regions, to ensure assigned customers are billed accordingly.• Validated Usage accuracy from Network to Billing, from implementations (Hardware upgrades, Software upgrades, additions of New Nodes, various projects: eg. International Roaming Plans - rates, maintaining billing intergrity for the company and customers) Show less

• Revenue Assurance Analyst & Customer Service

  • Feb 1994 - Mar 2019

• Wireless Billing Analyst - Bill Day Audit

  • Feb 2007 - Aug 2008

  • Analyzed a predetermined number of customer statements on a monthly basis to ensure high level of accuracy for Wireless and Cable customers• Successfully worked with aggressive deadlines• Identified revenue losses, analyzed perpetual and new errors, to close gaps in billing prior to releasing invoices to customers• Reviewed and analyzed special order codes on customer accounts, for Wireless and Cable to ensure all billing parameters were met.

• Employee Discount & Home Phone Conversion Specialist (2 Projects)

  • Aug 2005 - Feb 2007

  Assisted employees with a seamless transition from Rogers Home Phone BRT (Business Readiness Test) to regular employee invoicing. Provided customer service to all Rogers employees transitioning from the outdated discount package to the new employee discount with package of their choice. • Ensure Rogers employee accounts were effectively executed and ensured no interruption in service• Assisted employees with any issues or concerns regarding their service• Ensured employees met eligibility requirement for Rogers Corporate discount• Effectively handled and resolved discrepancies and escalations relating to employee discounts in a timely manner Show less

• Customer Care Consultant

  • Feb 1994 - Aug 2005

  Provided inbound customer service for all Rogers services. Assisted customers in all areas; sales, billing, payments, change of service, new installations, outages/service calls and escalations. • Exceeded Rogers call centre expectations and targets – was within top 5% of team sales annually• Troubleshot and gather information from customers to identify root causes of customer dissatisfaction and determine appropriate course of action• Provided customers with value-added products and services and Rogers promotions• Addressed questions from potential and existing customers regarding services, options and current promotions. • Created new orders, change of service and disconnections at the customers request• Performed diagnostics to identify root cause of customer technical issues• Sent out repair technicians to resolve customer issue when online troubleshooting was ineffective• Resolved escalated concerns from dissatisfied customers. Show less