Denise Davis

Experience

• 

  Verizon Business

  Dec 1998 - Jun 2014

  • Managed the execution of telecommunications solution development projects, while gathering and reviewing system requirements from conception through production deployment. • Provided superior customer care, analyzed processes, developed project plans, coordinated resources, supervised project teams, and managed performance of each one. Developed test cases and supervised user acceptance testing.• Developed project manuals and trained Analysts on solution implementation while leading effective project implementation teams. • Communicated on a weekly basis with offshore and onshore IT development teams, business stakeholders, and test groups to ensure projects were developed, tested and implemented according to plan frequently exceeding required due dates. • Reported weekly progress and opportunities to upper management. Compiled, maintained and distributed a weekly EXCEL report.• Responsible for production management activities including the investigation and resolution of incidents, problems, service requests and working assigned queues.• Prioritized problems, incidents and service requests, and documented code changes.• Corresponded with offshore partners and business partners regarding production incidents, service requests, and problems.• Escalated issues when necessary and communicated progress to users. Show less • Managed a team of Telecom Billing Analysts and Group Leads in supporting changes to customers' billing hierarchy. • Managed the daily operations of the department that included daily conference calls, customer escalations, and team meetings, quarterly and yearly reviews of employees. • Demonstrated leadership by providing employees with reward recognition, promotional opportunities with pay increase and team building. • Communicated with executive level leadership on status and progress regarding system decommission and recommendations on system enhancement/automation. • Provided Executive Management with monthly operational metrics reporting to ensure departmental goals were on target. • Collaborated with cross functional teams and departments to ensure successful implementation of system enhancements. • Responsible for testing the systems before and after their deployment into production. Show less

  • Project Manager/Product Manager

    Jan 2011 - Jun 2014

  • Manager

    Dec 1998 - Jan 2011
• 

  Verizon Business

  Feb 2016 - Oct 2017

  Client Services Manager
• 

  Experis

  Aug 2018 - Feb 2021

  Financial Analyst

  • Collected data and developed detailed spreadsheets to identify trends.• Prepared detailed spreadsheets to issue refunds and write offs for weekly processing• Processed the termination and reinstatement of health insurance groups based on analysis• Managed the email inbox for the department including the routing and filing of emails• Reviewed and updated the access database on a bi weekly basis

• 

  Robert Half

  Sept 2021 - now

  Human Resources Specialist

  • Provided troubleshooting and technical assistance in use of PeopleAdmin system.• Planned and managed recruitment activities for new hires using strategic personnel, staffing and position management practices.• Maintained work structure by updating job requirements and job descriptions for positions.• Improved customer service rankings by quickly resolving issues to improve overall satisfaction.• Maintained candidate information in Excel