Experience

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  At&t

  Jun 2012 - Sept 2013

  Billing dispute management specialist

  - resolving inquiries and disputes related to invoicing and contracting, prioritizing up to 30 disputes simultaneously- interacting with both internal and external AT&T resources, assimilating data from various sources in order to establish the root cause of an issue and ensure steps are taken to correct the identified error- providing status to the customers and internal organizations to advise of the steps taken to address the issue, processing of billing adjustments in line with AT&T’s contractual obligationsAchievements:- extended responsibility - member of Customer Care Team - direct communication with the customers regarding the inquiries connected to disputes or other contractual uncertainties- managed to close out 9.0 disputes per week in an average with the target set to 6.0 closures per week- excellent quality results with an outstanding score in all categories: 100% Communication, 100%Technical and 100% First Contact Resolution (target of 95% was exceeded in all categories) Show less

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  At&t

  Jan 2015 - Jun 2020

  - Lead of MOW Managed Access project managing development and operational processes focused on detecting billing and access inventory errors that drive incremental revenue, cost-saving and dispute prevention activities.- Coordinated a team of 8 Billing Relationship Managers and Business Analysts responsible for EMEA, Canada & Latin America, and APAC regions.- Analyzed and resolved complex billing issues, identifying root cause and implementing corrective actions.- Cooperated with Cross-functional teams, including Sales, Lead Engineers & Order Managers, Technical teams, Billing, Dispute, Legal & Contracting teams to ensure swift issue resolution and process optimization.- Developed comprehensive process documentation, intuitive dashboards, and financial results reports for upper-level management.- Lead process improvements and automation initiatives to enhance outcome accuracy and efficiency.- Implemented new approaches to tracking and analyzing data using Power BI and quality management methodologies.- Key Achievement: Increased the company’s revenue by $1.6M by detecting the missing billing on customer accounts, managing the corrections. Show less - Managed complex billing disputes for EMEA, CCLA & APAC region, identified root cause, found solutions and process corrections.- Prepared the calculation based on the contracted rates, discounts and special custom billing agreements.- Provided the reports on the customer’s billing, data and service usage.- High-level billing data analysis using various internal tools and reports.- Analyzed and developed new initiatives leading to dispute process optimization. - Managed 25+ requests simultaneously whilst ensuring the prioritization of the key customers.- Coordinated the work of cross-functional teams to complete assigned projects within the target.- Established processes of new AT&T services with the cooperation of Process, Product and Development team.Key Achievements:- Initiated process improvement that decreased the dispute resolution time from 50 to 20 days.- Launched Call Taker project into praxis by detecting the roadblocks and introducing the procedures.- Multiple times rewarded by Management and the customers for going above and beyond work requirements. Show less

  • Revenue Assurance Manager

    Sept 2018 - Jun 2020

  • Senior Billing Dispute Management Specialist

    Jul 2016 - Aug 2018

  • Billing Dispute Management Specialist

    Jan 2015 - Jun 2016
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  Accenture

  Jun 2020 - Feb 2023

  Manager, billing operations

  - Led a team of 8 Analysts, managed daily finance and business operations including dispute management and $52M vendor’s invoice & inventory audit. - Defined priorities and KPI measures to meet revenue targets. Conducted periodic audits to ensure compliance with internal operational controls, driving corrective actions.- Transformed operation strategy and redesigned team’s roles, increasing validation completion rate to 98% and reducing dispute handling time by 90 days. - Built a SAP report targeting disputes with missing updates, exceeding CSL target by 40%.- Developed and implemented an automated audit solution in Python that detects the validation status of the vendor’s billing, saving 480 manual hours and improving quality by 80%. - Led negotiations with vendors, resulting in a revenue increase of $1.1M in 2022.- Analyzed and presented monthly financial results to clients and executive management.- Suggested and implemented process improvements, collaborating with internal and external teams.- Led a project validating $180M in yearly billing, increasing revenue by $1.2M.- Created and maintained procedures documentation for existing and new processes. Show less

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  Synpulse

  Mar 2023 - now

  Program management office manager