Darlene C. Andrews

Business Analyst and Order Manager

Summary

Innovative, profit-oriented Business Support Analyst and Order  Manager with demonstrated success in increasing revenues, improving customer relations  and Providing solutions for medium to large diverse organizations.  Accustom to a fast Sales, Finance, Provisioning, Billing and Operations. 

Work History

Work History
2010 - Present

Business Support Analyst

Internap Network Corporation

Atlanta, GA Business Support Analyst and Order Manager

  • Key contributor in the design, development, testing and support for the Billing and Revenue system, Product Catalog, Ordering and Provisioning systems.
  • Designed and implemented test cases from Quote to Cash.
  • Coordinate with Business Units to understand and define user requirements.
  • Analyze and define specifications for enhancements in performance of existing business system.
  • Provide support in analyzing the system and design cost effective solutions that meet customer requirements.
  • Analyze business systems to align the software solutions with business programs. Develop Product Specifications for product development.
  • Established and implemented departmental processes related to ordering, provisioning and billing.
  • Handle departmental concerns by providing resolutions pertaining to discrepancies between customer invoices and products/services sold.
  • Created and tested products for deployment.
  • Analyzed quality control test results and provided feedback to the operations and Finance teams.
  • Reviewed and updated standard operating procedures and quality assurance manuals Evaluate new testing and sampling methodologies to determine product and system usefulness.
  • Provide end user support, monitor the system, respond to queries, resolve and escalate issues.
  • Provide assistance in developing training material and provide regular information regarding system and business changes.
  • Collaborate with contractors and external vendors in order to resolve issues. 
2010 - 2011

Manager, Customer Service

Internap Corporation

Atlanta, GA Manager, Customer Service Help Desk

  • Monitored Customer Service Associates Remedy tickets and Sales Force cases to ensure proper processing and resolution.
  • Accept, clarify and log general business related Customer Service Request and Incident reports via phone, email, web or other authorized means.
  • Ensured redundant-resilient Customer Service coverage during planned and unplanned out of office events.
  • Ensured Customer Service Associates Team SLAs are current, documented, measured and enforced.
  • Ensured Customer Service Associates processes and procedures are current, documented and followed.
  • Ensured that reports and/or metrics are in place to monitor and trend Customer Service effectiveness.
  • Worked to reduce the financial impact of customer credits through process changes, system changes, root cause analysis and training.
  • Ensure proper integration of Customer Service processes and procedures with those of other departments.
2006 - 2010

Manager, Order Management

Internap Corporation

Atlanta, GA Manager, Order Management

  • Trained, coached and mentored staff to ensure smooth adoption of newproducts, services, order management and provisioning.
  • Developed and rolled out new policies, processes and procedures in order to streamline and reduce the amount of turnaround from ordering to implementation and billing.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Identified process inefficiencies through gap analysis to improve and/or correct SOX Requirements.
  • Managed the logistics of customer install and disconnect orders, including gathering all required documentation and building all sales and work orders into the Order Management System.
  • Served as a liaison between the Sales and Service Delivery organizations by facilitating the coordination and processing of sales and work orders for all regions. First point of contact on all Order Management System training and issues resolution for the Sales team.
  • Provided extensive coordination with many organizations, including Service Delivery, Billing, Credit & Collections, NOC, Provisioning, PNAP Engineering and Information Technology.
  • Responsible for process improvement. Responsible for improving Sales by identifying problem areas and providing solutions.
2006 - 2007

Telco Quoting Specialist

Internap Corporation

Atlanta, GA Telco Quoting Specialist

  • Uses Salesforce.com and other tools to track and report on opportunity funnel and Progress towards business unit objectives.
  • Provides forecasts to Business Unit Management and Executive Teams around sales performance.
  • Engages with customers on new development opportunities. Works cross-functionally within the organization to develop solutions for strategic Opportunities.
  • Identifies and works with third party vendors to develop contractual relationships.
  • Manages third party vendor relationships.
  • Collaborated with the Finance Departments to ensure accuracy of vendor charges. 

Education

Education
2010 - 2012

MBA

Capella University

Master of Science

2007 - 2010

Bachelor of Science

Shorter University

Business Adminstration

Accomplishments

  • Recipient of the Internap Chief Financial Officer's Top 10 Employee of the Year Award for working with cross-functional teams in order to successfully implement the Order Management System(OMS), Oracle Billing Revenue Management  System(BRM), Sales Force.com and Big Machine systems.
  • Developed the organizational change management strategy in order to reduce the amount of turn-around time from 24 hours to 4 hours for sales and work orders.
  • Served on the core team as the Subject Matter expert to create and implement the customer support Help Desk and Customer Advocacy Group.
  • Served as the Subject Matter expert on the Revenue leakage project which resulted in $800,000 revenue for the company.