Dell Panama, HowardBusiness Analyst
Jun. 2009 - Dec. 2009Billing Office Team (MSSB/SaaS) Global Services Operations Billing and Contract Management Perform customer billing in support of Service Management , MSSB and Modular Services accounts
Manage partner payments for Services Management and the IMT business
Handle customer queries/escalations, including telecom support line
Customer account set up and maintenance (contracts and SKU's)
Post sales management of contracts including strategic direction, interpretation and negotiation
Contractual risk mitigation and dispute resolution
Ensure all parties comply with contracts, laws and regulation
Monthly brainstorming meetings on how to better our current processes to reduce billing and contract errors.
Create/maintain up to date a master BOT training manual to improve operational design and processes.
Develop a unique and standardize process for the ED/SB Support PMMS expansion and roll-out to 67 U.S. cities (Q2FY10), as well as future global expansion Support GOP expansion in EMEA, APJ, as well as US Modular Service
Reduce billing errors/exceptions by following designed processes and meeting all operational KPI's.
Ensure all individual required training (compliance, Global Services, ITIL, professional) is completed by assigned deadline
Ensure personal performance plan are in place
Informational training lunches that will allow team members to ask questions and practice in areas where they need development.
Reduce billing and contract errors to improve customer experience and confidence
Construct an effective guide on how to effectively handle customer escalation issues
Raise our customer retention % by, Wowing, our customer with our world class customer service.