TERI FRAVEL
Client Service Manager
Avon,IN
Summary
Professional Operations Analyst with more than 25 years of experience spanning analyst, project management, and operations management roles. Visionary leader with ability to build and lead cross-functional teams focused on flawless project execution. Expert problem solver, able to identify key opportunities for solution development, while supporting and recommending strategies to drive bottom-line results. Summary Skills Project/Program Management Six Sigma Program Management Cross-functional relationship building Financial Analysis Customer Service Sarbanes Oxley Compliance Compensation Analysis Merger/Acquisitions Multi-Unit Operations
Overview
24
24
years of professional experience
29
29
years of post-secondary education
Work History
Client Services Manager
VMOX
Port Washington, NY
08.2018 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
Expense Management Analyst
Tangoe
Zionsville, IN
11.2014 - 08.2018
- Gathered, documented and modeled data to assess business trends.
- Evaluated current processes to develop improvement plans.
- Produced detailed and relevant reports for use in making business decisions.
Regional Compensation Analyst
AT&T
Indianapolis, IN
01.2010 - 01.2015
- Main point of contact for account management, service delivery, training, carrier contract negotiations, QBRs and analysis
- Consulting with clients by providing a deep understanding of their systems and business priorities with advanced wireless TEM solutions to create an overall positive experience
- Partners across cross-functional teams to assist in decision making, escalations, create best practices for client experience
- Manage defined SLAs, verifying improvement actions are taken with support teams for successful resolutions when matters arise
- Assess monthly reports to review client activity and identify opportunities
- Management of 20 clients from beginning stages of implementation of all products and services requested and agreed upon in the contract agreement to the secure exiting of a client while being SOX compliant
- Managed monthly invoice analysis, validation, and allocation of business customers' wireless invoices
- Tracked and resolved billing issues/discrepancies with various customers and multiple wireless providers on the customers' behalf including escalating and status reporting to service delivery manager
- Provided cost savings analysis and recommendations accurately and consistently
- Proactively participated in overall projects to assist in finding opportunities and efficiencies to improve timeline and overall performance of bots
- Analyzed and formulated sales incentive award payment, based on sales incentive plan
Program Execution Manager
AT&T
Indianapolis, IN
01.2005 - 01.2010
- Maintained knowledge of industry practices, trends and applications to modernize business approach and leverage latest technology.
- Developed business initiative deliverables, monitoring tools, validation test plans and governance to serve needs of internal stakeholders.
Retail Sales Manager
AT&T
01.1998 - 01.2005
- Provision and quota uploads
- Oversaw plan financial analysis, communication and interpretation, exception reviews, and reconciliation
- Provided training across tools, systems, and procedures, including training directors on new quota setting tool and training dealer partners on compensation plans, including incentives
- Primary point-of-contact for specialized systems, such as wireline, assisting Northeast Region team of 7 analysts with no prior experience in these products and services
Education
Master Of Science - Management Science
Indiana Wesleyan University
Bachelor Of Science - Psychology
Indiana State University
Timeline
Client Services Manager
VMOX
08.2018 - Current
Expense Management Analyst
Tangoe
11.2014 - 08.2018
Regional Compensation Analyst
AT&T
01.2010 - 01.2015
Program Execution Manager
AT&T
01.2005 - 01.2010
Retail Sales Manager
AT&T
01.1998 - 01.2005
Master Of Science - Management Science
Indiana Wesleyan University
Bachelor Of Science - Psychology
Indiana State University