Anne Oltman
Sanford
Summary
Consulting professional with strong track record in delivering impactful business solutions. Adept at strategic planning, data analysis, and process improvement. Known for fostering team collaboration and adapting to evolving project needs. Brings expertise in client relations, problem-solving, and driving measurable results.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Consultant Performance Assurance
Corporate Finance B2C
Lake Mary, FL
03.2016 - 12.2025
- Engaged with fraud operations and fraud process teams to streamline fraud detection processes.
- Facilitated data-driven insights and feedback integration to strengthen partnerships among fraud strategy, IT, fraud operations, and fraud process teams.
- Engaged with fraud operations and fraud processes teams to streamline communication and improve response strategies.
- Engaged with process team to create comprehensive alarm descriptions for deployment to all non-DDIA alarms after achieving green belt certification.
- Streamlined approval procedures by incorporating operations and process teams, ensuring fraud representatives receive prompt updates on new alarm presentations.
- Engaged with fraud IT to ensure strategic alignment and prioritization of alarm development and reconstruction efforts.
- Streamlined alarm build prioritization to optimize resource allocation and workflow management.
- Created a Change Control process for Channel Leads to submit modification, creation or analysis requests for Fraud IT. Submit Jira tasks for tracking of work.
- Coordinated weekly meetings to review ongoing alarm requests and foster open dialogue on fraud trends and pertinent challenges.
- Reviewed and interpreted alarm re-decision metrics to identify trends and improve response strategies.
- Conducted in-depth analysis of fraud alarm performance and efficiency using advanced data mining and SQL skills.
- Investigated underlying process issues through hit rate and re-decision metrics to implement corrective actions.
- Collaborated with process and vendor centers to optimize adherence to operational standards.
- Analyzed alarm data to detect anomalies and executed necessary interventions.
- Conducted thorough evaluations of alarm systems to ensure optimal functionality and recommend appropriate maintenance strategies.
- Teach others what I know:
- Guided new colleagues through SQL training, encouraging the creation of personalized queries to enhance their proficiency.
- Assisted in utilizing various systems and technical software to support team objectives. Helped maintain software functionality to enhance user experience. Contributed to troubleshooting technical issues to ensure smooth operations.
- Business Intelligence Tools: Cognos, Tableau
- Query Tools: Teradata SQL Assistant (Query Tool), Oracle SQL, Toad (Query Tool)
- Microsoft Suite (POWERPOINT, EXCEL, WORD)
- Google (Sheets, Forms, Docs, Slides)
- Project Tools: IGrafx - process flows, Minitab - Statistical Analysis
Sys Spec-Sys Anly & Prg
Corporate Finance B2C
05.2013 - 03.2016
- Facilitated data mining and analysis to provide actionable insights for leadership decision-making.
- Conducted targeted analyses to address immediate needs of fraud operations and optimize strategic outcomes.
- Conducted in-depth evaluations of financial and operational results using advanced data mining and SQL skills to identify potential fraud.
- Coordinated efforts with IT and business partners to tackle reporting concerns and maintain data integrity and accessibility.
- Facilitated discussions within cross-functional teams to pinpoint and document key reporting requirements for effective project execution.
- Executed ad-hoc reporting development and SQL creation to support informed decision-making processes.
- Develop custom reporting via SQL and Cognos.
- Maintain reporting relevance to add value to the business.
- Identify reporting enhancement opportunities
- Designed and implemented comprehensive data integrity audit processes, ensuring consistent metrics and reporting.
- Data Set development & Business Requirements Gathering
- Established reporting criteria to facilitate effective data analysis and mining processes.
- Assisted in maintaining data integrity through implementation of control processes for accurate dataset management.
- Assisted in streamlining reporting processes. Supported identification of areas for efficiency enhancements. Implemented improvements to increase overall productivity.
- Systems and/or Technical Software Skills used for this position:
- Business Intelligence tools: Cognos
- SSIS - for report automation
- Query Tools: Teradata SQL Assistant, Oracle SQL, Toad, SQL Server
- Microsoft Suite (POWERPOINT, EXCEL, WORD)
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
SR ANALYST-BILLING
Revenue Assurance
07.2008 - 05.2013
- Oversaw production support operations for data reconciliation tool and case management system. Led initiatives to enhance user experience and streamline data processes. Coordinated with cross-functional teams to address and resolve data issues effectively.
- Assisted in managing user functions for DRT. Supported establishment and monitoring of user rights and access. Helped maintain secure access protocols.
- New case manager workflow and work-step update coordination
- Provide admin support (e.g., run queries)
- Automation development:
- Spearheaded requirement gathering, code development, and implementation of mechanized error correction processes utilizing SQL Server stored procedures and scheduled jobs.
- Executed management and production workflows while facilitating comprehensive training sessions.
- Assisted in providing administrative support by running queries and tracking post-implementation code changes metrics.
- EOM OSS Trending Model
- Delivered comprehensive end-of-month OSS reporting, focusing on key RA metrics for performance assessment.
- Foley KPI Model
- Billing Ops Center Support:
- Assisted in reviewing audit issues related to M&Ps for Moneta. Supported the Q/A program to address unresolved concerns. Collaborated with team members to enhance program effectiveness.
- Facilitated DRT/case manager training utilizing Adobe Captivate software.
- Quality
- Evaluated and documented quality assurance processes to enhance work-step output reporting efficiency.
- Host Work Not Cured Call – discuss corrective actions, repost work to DRT queues for rework
- Developed and delivered ad-hoc reporting solutions to support operational insights.
- Facilitated collaboration and support for center operations research initiatives.
- Assisted in gathering and verifying data for accuracy. Supported teams in maintaining data integrity through validation processes. Contributed to efficient data retrieval methods.
- Systems and/or Technical Software Skills used for this position:
- Billing Systems: CBSS/RIBS, PCAN TOOL, NOCV
- Ordering Systems & Tools: SSP Order & Workflow GUI, Cofee, CSR Tools, Service Express , Andrei Tool (custom IT order tool)
- Query Tools: Oracle SQL and PLSQL, Toad (Query Tool), Benthic, SQL Server, QMF(Query Tool for CBSS/RIBS) , Moneta
- Work flow System and Tools: DRT (Custom GUI), Case Manager
- Microsoft Suite (ACCESS, EXCEL,WORD,POWERPOINT)
- Adobe Captivate 3
- CMIS (IT ticketing tool)
SPEC-BUSINESS OPS SUPPORT
VSO Broadband Billing and Collections / Revenue Assurance Finance
06.2005 - 07.2008
- Develop and implement mechanized/semi automated error correction processes using QuickTestPro scripts for consistent error correction scenarios.
- Billing War Room Consultant: Assist war room efforts resulting from executive customer complaints as well as executive escalated issues and order entry difficulties due to out-of-sync conditions between ordering and billing systems. Participate on CMIS IR calls for cross-functional discussion and approval of code releases for the reduction of volume of order to billing error scenarios.
- SSP Billing Map Fallout Error Correction: Correct and reflow orders in SSP Workflow GUI fallout error condition for billing map using Arbor GUI, SSP Ordering, and Workflow, various query applications to assess conditions of error scenario and evaluate and process errors for best method of correction.
- Data mine by creating ad-hoc SQL to query data source systems for root cause and trending analysis for process improvement and data gathering for IR submission and cross-functional teaming to resolve errors and improve order to billing flow accuracy.
- Monthly Executive Metric Reporting: Built SQL queries to gather raw data for metric processing and reporting as well as root cause analysis for process improvement.
- Systems and/or Technical Software Skills used for this position:
- Billing Systems: CBSS/RIBS, PCAN TOOL, NOCV
- Ordering Systems & Tools: SSP Order & Workflow GUI, Cofee, CSR Tools, Service Express , Andrei Tool (custom IT order tool)
- Query Tools: Oracle SQL and PLSQL, Toad (Query Tool), Benthic, SQL Server, QMF(Query Tool for CBSS/RIBS) , Moneta
- Work flow System and Tools: DRT (Custom GUI), Case Manager
- Microsoft Suite (ACCESS, EXCEL,WORD,POWERPOINT)
- CMIS (IT ticketing tool)
ANALYST-MULTI-DISCIPLINED
VOL Billing which was merged into VSO which was eventually merged into Revenue Assurance Finance
03.2003 - 06.2005
- SSP Billing Map Fallout Error Correction: Correct and reflow orders in Workflow GUI fallout error condition for billing map using Arbor GUI, SSP Ordering, and Workflow, various query applications to assess conditions of error scenario and evaluate and process errors for best method of correction.
- Data mine by creating ad-hoc SQL to query data source systems, Arbor, MROS (MDR, VZAI), Ordering, Workflow, Valista, and RIBS for root cause and trending analysis for process improvement and data gathering for IR submission and cross-functional teaming to resolve errors and improve order to billing flow accuracy.
- Monthly Executive Metric Reporting: Built SQL query in MROS (MDR, VZAI source DB) to gather raw data for metric processing and reporting. Built ad-hoc report in MDR to gather the raw data for metrics and root cause analysis.
- Systems and/or Technical Software Skills used for this position:
- Billing Systems: CBSS/RIBS, PCAN TOOL, NOCV, Arbor
- Ordering Systems & Tools: SSP Order & Workflow GUI, Cofee, CSR Tools, Service Express , Andrei Tool (custom IT order tool)
- Query Tools: Oracle SQL and PLSQL, Toad (Query Tool), Benthic, SQL Server, QMF(Query Tool for CBSS/RIBS) , Moneta
- Work flow System and Tools: DRT (Custom GUI), Case Manager
- Microsoft Suite (ACCESS, EXCEL,WORD,POWERPOINT)
- CMIS (IT ticketing tool)
Analyst - Wholesale
Wholesale Org
10.2001 - 03.2003
- FCC Metric Production.
- - Completed Weekly FCC Metric processing according to documented requirements.
- - Scheduled VZW FCC weekly tabulation jobs to complete by midnight each Monday.
- - Completed Monthly FCC Metric Processing according to documented requirements.
- - Scheduled all VZW FCC monthly tabulation jobs to meet reporting deadlines.
- - Executed jobs to create the HTML reports and download files for VZW FCC, VZE FCC, and VZW PAP Metrics to be delivered to the WISE web server.
- - Delivered VZW FCC, VZE FCC, and VZW PAP Metric reports to the WISE web server by the 24th of each month.
- - Completed Monthly C2C Metric Processing according to documented requirements.
- - Scheduled all monthly VZW C2C tabulation jobs to meet reporting deadlines.
- - Executed jobs to create the HTML reports and download files for VZW C2C Metrics.
- - Delivered VZW C2C Metric reports to the WISE web server by the 14th of each month.
- All deadlines were consistently met. Systems and/or Technical Software Skills used for this position:
- - UNIX
- - PERL Script execution
- - Microsoft Suite (ACCESS, EXCEL,WORD,POWERPOINT)
Analyst - Wholesale
Wholesale Org
01.2001 - 10.2001
- Administered to several ongoing projects.
- - Coordinated and facilitated conference calls to gather requirements for procedures and documentation.
- - Coordinated Online Regional Operations Support Performance Improvement Plan.
- - Administered Wholesale Performance Metrics Mechanization Performance Improvement Plan.
- - Coordinated and facilitated conference calls pertaining to WPM Performance Improvement Plan.
- Processed monthly internal FCC and C2C performance result reports for use by Regional Operations Support to minimize Verizon financial exposure.
- - Ran Access queries and built tables for online results documentation.
- - Maintained master tables to ensure smooth processing of the report generation program.
- Technical Software Skills for this position:
- - Microsoft Suite
Asst Admin, National Internal Provisioning Center, NIPC
Network Operations
11.1997 - 01.2001
- Performed as Subject Matter Expert/Team Lead for Hawaii Region internal customers' questions and problem resolutions relating to the processing of OrBIT(ETSR) and NOCV orders.
- Also processed NOCV orders nationwide for the following types of services:
- B1/1T - Voice or data employee lines, Point to Point circuits, Multi Point circuits, E911, ATM, Central Office test lines, ISDN PRI/BRI, ADSL, T-1 Frame Relay, D800
- Selected as a member of ADSL team because of Hawaii order entry expertise.
- - Processed ADSL service requests through new web based RX order entry system.
- Supported ISO certification for the NIPC.
- - Assisted in creation of job aids for ISO certification.
- Systems and/or Technical Software Skills used for this position:
- SAR, CBSS, MSOS, COPS, SWIFT, MARK/SOE, SOP, DDR, GOLD, NERD, TBS, NSR/NSI,-CLLI GENERATOR, GTEAMS
Education
Master of Business Administration (MBA) - Business Administration
University of Phoenix
Phoenix, Arizona, United States09-2006
Bachelor of Arts (BA) - Education
Illinois State University
Illinois, United States05-1991
Skills
- Problem-solving
- Attention to detail
- Team leadership & development
- Client relationships
- Analytical thinking
- Strategic planning
- Project leadership
- Work Planning and Prioritization
Certification
Verizon Lean Six Sigma Green Belt
Languages
English
Native or Bilingual
Mobility
Okay To Relocate? Yes
Verizon Credo Award
This team award was received as part of a major upgrade to Frauds internal fraud detection system.
Timeline
Consultant Performance Assurance
Corporate Finance B2C
03.2016 - 12.2025
Sys Spec-Sys Anly & Prg
Corporate Finance B2C
05.2013 - 03.2016
SR ANALYST-BILLING
Revenue Assurance
07.2008 - 05.2013
SPEC-BUSINESS OPS SUPPORT
VSO Broadband Billing and Collections / Revenue Assurance Finance
06.2005 - 07.2008
ANALYST-MULTI-DISCIPLINED
VOL Billing which was merged into VSO which was eventually merged into Revenue Assurance Finance
03.2003 - 06.2005
Analyst - Wholesale
Wholesale Org
10.2001 - 03.2003
Analyst - Wholesale
Wholesale Org
01.2001 - 10.2001
Asst Admin, National Internal Provisioning Center, NIPC
Network Operations
11.1997 - 01.2001
Bachelor of Arts (BA) - Education
Illinois State University
Master of Business Administration (MBA) - Business Administration
University of Phoenix