Heidi-Marie Pocock ACICM

Experience

• 

  Red Hat EMEA

  Jul 2004 - Jul 2006

  Customer Service EMEA

  Answering ermails and calls from customers regarding their purchases and products from customers all over Europe.

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  Verizon Enterprise Solutions

  Jul 2006 - Jul 2017

  Oversee the whole bill to cash process for my area - from checking orders are billed, reviewing pro forma invoices to collection of payment aiding revenue reporting and collection. Deal with complex issues and escalations including internal and external parties and customers. Outside of these day to day duties I organise sessions for internal Bill to Cash and other Verizon departments to present to our team on their function/responsibilities to aid networking and understanding of other teams and the business. Responsible for keeping up to date our intranet page and work with our communications team to get articles published on our website about recent activities/achievements within our team. Also assist with user acceptance and regression testing where required and with ongoing projects. Show less

  • EMEA Bill to Cash Issue Resolutions Specialist

    Mar 2013 - Jul 2017

  • Issue Resolutions Specialist - EMEA Wholesale

    Jun 2012 - Mar 2013

  • Interim Team Leader - EMEA Wholesale Credit & Collections

    Aug 2011 - Jun 2012

  • Credit Analyst - EMEA Wholesale Credit & Collections

    Apr 2011 - Aug 2011

  • Debt Recovery Analyst

    Apr 2010 - Apr 2011

  • Credit Analyst - EMEA Retail Credit & Collections

    Jul 2006 - Apr 2010
• 

  Verizon

  Jul 2017 - Nov 2023

  Billing Specialist, Verizon Enterprise Solutions

  Working in the Global Operations - Client Services sector of Verizon, managing a large global customer from an order to cash and financial governance perspective. Responsibilities include first and last bill checks, managing disputes and queries, managing the aged debt position, providing required reporting, attending governance meetings and presenting the current financial position. Maintaining and improving the customer relationship and experience. Working with internal stakeholders.

• 

  HCLTech

  Dec 2023 - now

  Billing Specialist

  Moved to HCLTech as part of Verizon restructure, but still working on the Verizon account. Responsible for order and invoice checks, ensuring invoices are sent and received by the customer and dealing with any billing issues or queries, providing customer reporting, working with internal stakeholders (project managers, sales, revenue) to ensure revenue is billed promptly