Telecommunications Specialist

• Jan 2019 - Present

Service Delivery Manager

• Sep 2003 - Sep 2018

Service Delivery Manager 2012-Present Responsible for direct client relationships and partner support while leading a team of up to 10 Team Leads and Client Service Analysts. Key focus area is Invoice Validation, Processing, and reporting. Responsible for Mobile Telecommunications vendor management and dispute management. Navigated through several mergers and acquisitions and supported the learning, utilization and consolidating of multiple billing platforms and systems. Work closely with Global customers to ensure delivery of services and process improvements. Develop and implement strategic plans and programs for growth and retention. Service Delivery Team Lead 2007-2012 Provide support to the management team and customer base Maintain accurate client records to ensure client Service Level Agreements are met Provide subject matter support to ensure high client satisfaction Prepared and delivered quarterly Strategic Business Reviews to clients Manage projects as directed by manager with supporting analyst staff Maintain operational documents to reflect current client processes and or requirements Assist in the implementation of new clients Train new hires and document company processes Service Delivery Analyst 2003-2007 Client invoice processing, threshold validation resolution, allocation management. Responsible for the identification and resolution of late payment charges, past due balances, 3rd party charges, misapplied payments, and any invoice loading failures. Show less

Supervisor

• Apr 1992 - Apr 2003

ICS Test Coordinator 1997-2003 Coordinated and prepared client documentation for software testing, worked with third party software vendors and clients to schedule online and batch testing of ATM Transations Settlement Lead Analyst 1992-1997 Led a team of Business analysts to balance company owned ATMs and resolve out of balance situations. Prepared wire transfers for single point settlement with financial institutions Client Operations Analyst 1991-1996 (overlapped with other positions) Worked in a call center to troubleshoot and resolve hardware, software and communications issues with ATM machines and dispatched Telecom Techs, armored car service or worked with bank personnel. Show less