Holly Millard

Experience

• 

  CUNA - Credit Union National Association

  Mar 1991 - Mar 1997

  Support Specialist

  *Novell Network/LAN administrator supporting Windows/MS-DOS clients and email system. • Installed and supported all Compaq and internal IBM computers.

• 

  US Cellular

  Apr 1997 - now

  In my various positions at US Cellular, I played a key role in the Customer Invoicing Team, leading the day-to- day operations of bill production/creation. From there I moved onto the Enterprise Production Catalog team. Here, I functioned as a Systems Analyst for product catalog development before becoming a Delivery Manager/Scrum Master position (Where my true talents lie); focused on device, accessory, and promotional deliveries to production.Scrum Master/Delivery Manager of Enterprise Product Catalog*As a delivery manager/scrum master in the fast-paced, promotion-focused wireless sector, I understand that the timely launch of leading devices and offers is crucial for our company's success and survival against larger competitors. I consistently ensure that our deliveries of these products deploy as planned and aligned with our strategic objectives. This has allowed UScellular to stay competitive with our larger competitors for numerous, prosperous years.• My coordination alone, ensured at least twenty-nine product catalog and reference table deliveries were deployed, on time, during a one-year period.Systems Analyst of Enterprise Product Catalog* Creation, testing, and deployment of Enterprise Product Catalog for Business As Usual activities.*Management of production operations in an ITSM/ITIL environment.• Strong leadership, organizational, oral/written communication, interpersonal, analytical, and problem resolution skills, possessing a profound understanding of the inter-group communication necessary to make a project successful.• Accomplished at establishing, maintaining, and managing relations of trust with both internal and external customers. Show less *Being the lead systems analyst for the customer invoicing team; my responsibilities were to guarantee 100% of customer bills were produced and mailed monthly, on schedule, for over three million customers. • The “On-time billing” KPI was an integral component to our company’s cash flow and a major contributor to its revenue generation and success. For over 7+ years in a row, this goal was accomplished.*Control/Process Owner of Sarbanes-Oxley Control definition and testing as well as CPNI regulatory adherence and compliance.• My diligence to this compliance assured no control deficiencies or material weaknesses, under my watch. Show less *Led production scheduling of Customer Invoicing (billing) batch jobs; Schedule and control of production billing job flows, included monitoring of job status and completion of operational jobs to ensure accurate customer bills were generated and delivered in a timely manner. o This had a direct influence on UScellular® being able to mail 100% of their monthly bills on time to over three million customers for over five consecutive years ensuring revenue generation, customer satisfaction, and reduction in churn.• Investigated, troubleshot, and resolved operational job failures in the customer invoicing application code to guarantee the continuation of bill production. This was during business hours as well as off-hours support.• Delegated bill scheduling responsibilities to other team associates as required, provided coaching and mentoring of associates on assignments and responsibilities as needed.• Facilitated weekly production meetings to report on billing cycle status or production issues, infrastructure maintenance schedules, and application release notifications. • Developed and maintained SQL scripts to query and update data in the application, operational and reference tables maintained in Oracle databases.• Created and documented various key Customer Invoicing metrics including all billing cycle schedules and job runtimes, performance improvement initiatives, and bill printing and mailing.• As Control/Process Owner; collaborated in the planning, testing, and implementation of the Sarbanes-Oxley Act within UScellular. Accountable as well for the monitoring and verification of the Sarbanes-Oxley daily controls and the quarterly testing for Customer Invoicing. • Monitored and verified daily CPNI controls and performed quarterly testing for the billing department. Show less

  • Scrum Master/Delivery Manager/Systems Analyst

    Aug 2015 - now

  • Lead Systems Analyst - Billing Operations

    Mar 2013 - Jul 2015

  • Application Developer

    Mar 2001 - Feb 2013

  • Application Analyst

    Feb 1999 - Feb 2001

  • Application Technician

    Apr 1997 - Jan 1999