Management professional experienced in the direction and oversight of departmental operations and in leadership of business process analysis and process improvement projects. Success in this role resulted in customer retention, implementation of more efficient systems, streamlined processes and increased or new revenue streams.
Extensive experience in developing and authoring business requirements for multiple back office applications used to support telecommunication services providers. Provided thought leadership and operational direction to client teams during revenue assurance engagements which resulted in the successful identification and capture of unbilled revenue.
Management and Leadership
Create a stress free environment by setting clear and concise directions and expectations and maintaining activities to support goals. Direct and empower teams to analyze and improve processes, software and tools, identify and quantify problem areas, recover revenues and institute corrective action and implement metrics. Institute and instruct team members to identify areas of revenue leakage, quantify costs and develop processes to support and improve efficiencies in core systems and business practices.
Organizational and Process Improvement
Evaluated and reorganized the payment processing department, in a company that provides cable, voice and ISP services. Successfully established and implemented departmental metrics and lockbox vendor performance measurements. Recommendations were implemented and time to apply customer payments decreased from seven days to eight hours; a 200% throughput increase and improved cash flow.
Analysis / Problem Solving
Identified and recovered $2.5M of revenue available for immediate billing during a six week examination of revenue affecting processes. Delivered current state process flows with recommendations for improvement and enhancement; also recommended software enhancements and organizational changes. Directed mapping of transactions used in the processing of the customer life cycle, resulting in the understanding of the relationship of error transactions with billing errors. Performed root cause analysis of error transactions and provided thought leadership to install new processes to provide irreversible, corrective actions.