Abby Wilm
Service Delivery Analyst
Shelton,CT
Summary
Result-oriented professional with years of experience leveraging partnerships with cross functional teams to analyze service data and identify issues to resolve procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
Overview
11
11
years of professional experience
Work History
Service Delivery Analyst
Tangoe
07.2015 - Current
- Work with clients to provide daily support to help resolve issues and grow relationships.
- Established and maintain good working relationship with our internal support teams to determine root causes of system issues.
- Proactively identify process improvements and suggest new processes to enhance customer experience.
- Manage $75 million annually of fixed and wireless telecom spend.
- Schedule and conduct client presentations, business reviews, and other strategic initiatives.
- Manage telecom expenses according to client's specified requirements utilizing Tangoe software.
- Collaborate with cross-functional departments to triage client issues and route them to appropriate teams if unable to resolve.
Associate Support Department Supervisor
The Home Depot
04.2013 - 07.2015
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Mentored associates to do their jobs effectively by providing excellent customer service and showing strong product knowledge.
Accounts Receivable Specialist
Ross Consulting, LLC
- Responsible for reconciling and collecting closed receivables, which resulting in recovering over $7 million.
- Interact with Credit, Sales and Customer Service employees to obtain necessary documentation to recover and collect on unsettled accounts.
Manager, Quality Control and Process Improvement
Health Net, Formerly PHS
- Responsible for providing analytical and reporting support to Accounts Receivable and Premium Billing Management teams which identified and targeted areas in need of improvement.
- Successfully developed and implemented policies and procedures manuals for Broker Commissions, Cash Application, and Premium Billing for both Commercial and Government programs.
- Cross-trained existing employees to maximize team agility and performance.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
Education
Bachelor of Science - Corporate Communications
Southern Connecticut State University
New Haven, CTSkills
Strong interpersonal skills for working with clients
Excellent at time management and prioritization
Strong customer service skills and ability to work in a fast-paced environment
Timeline
Service Delivery Analyst
Tangoe
07.2015 - Current
Associate Support Department Supervisor
The Home Depot
04.2013 - 07.2015
Accounts Receivable Specialist
Ross Consulting, LLC
Manager, Quality Control and Process Improvement
Health Net, Formerly PHS
Bachelor of Science - Corporate Communications
Southern Connecticut State University
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