Summary
Overview
Work History
Education
Skills
Timeline
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Beth Brown-Jarosy

Villa Park,IL

Summary

Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.

Overview

28
28
years of professional experience

Work History

Analyst - Business Finance OPS -Federal Team

Verizon Wireless
01.2021 - Current
  • Title Change - added responsibilities
  • Increased efficiency by streamlining data analysis processes and implementing automation tools.
  • Identified trends and patterns in large datasets, leading to actionable insights for business growth.
  • Developed new analytical models that improved forecasting accuracy and reduced risk exposure.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Assisted in decision-making processes by presenting accurate, data-driven recommendations to stakeholders.
  • Review and approval of intense Contracts, Certificates of Insurance, Purchase Orders, Tax Documents.
  • Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.

Coordinator - Business Finance OPS- Federal Team

Verizon Wireless
03.2013 - 01.2021
  • Supported all functions in the Business Finance Operations (BFO), including RYLs, Profile Creations & Profile Updates, Business Discounts and Inquiries, Bill Incentive Credits, Rerates and Purchase Order Entries. For Federal, Government, National, Small Business, and Consumer Customers
  • Navigates through ACSS with the understanding of billing invoices and provides detailed responses to Sales for processing other charges and credits inquiries.
  • Researches issues to analyze business situations and provides recommendations incorporating both customer and compliance points of view.
  • Navigates to Work Flow Manager (WFM) in relation to all functions of the Business Finance Operations.
  • Utilizes systems such as EWI/ECPD, Work Flow Manager (WFM), ACSS, and InfoManager to process requests received in BFO.
  • Ensures documents received when processing requests are compliant with BFO and VZW compliance requirements prior to completion.
  • Troubleshoots and cross-references WFM requests based on information provided to ensure resolution. Adapts to performance measurements for functions being handled in BFO.
  • Contacts customers via email and/or outbound calls to advise status of orders or correspondence.
  • Manages Service Level response times and resolves escalated and/or urgent issues.
  • Interfaces with BGCO, Sales, Information Systems, Marketing, Finance, Legal and other departments to ensure compliance with process/procedures.
  • Identifies trends and makes recommendations to streamline processes and procedures via process improvements.

Sr. Representative, National Offline Support Team

Verizon
10.2008 - 03.2013
  • Resolved complex customer issues through high-level decision-making
  • Assisted customers via web chat through first- ‘chat' resolution
  • Handling simultaneous chat inquires generated by external customers
  • Investigated and resolved misapplied or missing customer payments using the Treasury Operations Performance Systems in conjunction with all area Treasury teams
  • Handled multiple collection queues in CACS, including but limited to, customer disputes, reject queues, military, equipment returns and cash only
  • Worked the chat and SMS queues
  • Responded to customer correspondence via the internet and written mail
  • Handled unique customer situations, which may require extensive research
  • Outbound customer contacts required when needed for investigations, correspondence, and military accounts
  • Demonstrated the ability to work in a team oriented setting while working alongside group members to meet group goals and deadlines
  • Daily working knowledge of desktop applications (Word, Excel, PowerPoint, Access and Outlook)
  • Systems used: CACS, ACSS, VISION, TOPS, PeopleSoft, Soundbite, WFM, LivePerson and Timpani.

Coordinator, Internet Response Team

Verizon Wireless
04.2005 - 11.2008
  • Utilized the Kana e-mail processing system to process and log web inquiries
  • Created and proofread non-template responses that ensure full customer satisfaction
  • Responded to written customer correspondence / mail from external customers
  • Utilize CTS mail tracking system / database
  • Recommended data solutions, products and services to potential customers or end-users
  • Generated outbound calls to customers when necessary to resolve outstanding issues
  • Consulted and troubleshoot with internal departments on more complex customer issues
  • Ensured accurate routing of non-customer e-mails to all appropriate departments and channels
  • Complied with the policies and procedures of the Customer Care organization
  • Recommended system improvements and additional response templates to improve efficiency of Kana system and help achieve team goals
  • Identified and report system trends and anomalies to management
  • Performed daily tasks within the established performance expectations for productivity and efficiency
  • Utilized various online systems and resources, such as I2K, Vision, ACSS, Radar, Info Manager to research and resolve inquiries not limited to billing questions, equipment replacement, etc
  • Assisted the Customer Care organization as needed to help achieve Customer Care goals and objectives.

Coordinator, Federal Point of Contact

Verizon Wireless
02.2004 - 04.2005
  • Managed relationship of assigned Government Agency's serving as Single Point of Contact
  • Provided direct interface for daily operational support and development to government customers of assigned accounts
  • Identified as subject matter expert on the consolidated billing and reporting product
  • Researched and resolved all facets of invoicing and reporting product (hierarchy, revenue analysis, exceptions, etc.)
  • Scheduled, analyzed, and follow-ups associated with annual account Rate Plan Analysis
  • Extensive knowledge of contractual obligations
  • Provided guidance or act in a point of contact role to less experienced team members
  • Increased customer loyalty by building a relationship with customers through various stages of their lifecycle
  • Handled situations that required adaptation of response or extensive research
  • Relied upon for problem resolution of billing issues
  • Researched disputes & communications within contracted turnaround times
  • Assessed needs and proactively suggests alternative services/solutions based on government contract.

Financial Services Sr. Representative/Universal Representative/Coordinator Lead

Verizon Wireless
10.2001 - 02.2004
  • Assisted the Financial Services Management Team in root cause analysis and prevention of escalated calls as well as handled escalated customer calls for Financial Services customers
  • Assisted in Off-line work which includes contacting customers regarding accounts
  • Provided assistance with the Off-line Analyst Group, creating pay-total results
  • Provided timely feedback to Supervisors to help coach call center associates
  • Evaluated and ensured timely follow-up by associates on customer calls
  • Met daily, weekly, and monthly quantitative monitoring productivity goals
  • Chosen as Universal Representative to handle Financial Services and Customer Service calls
  • Promoted to coordinator, assisted in escalations, employee morale/recognition.

Information Systems Technician (SW) 2nd Class

United States Navy
11.1996 - 09.2004
  • Updated and installed system updates/virus programs
  • Assisted with installation of PC Stations to include hardware and software
  • Interpreted problems and provided first phone contact, second remote troubleshooting and third on location level support
  • Provided Network Administrative support (resetting passwords, monitoring E-mail, and systems activity)
  • Organized scheduling of shift workers
  • Investigated and resolved errors in reports and presentations
  • Responsible for creating databases, training reports and running queries
  • Analyzed Data, Created presentations, spreadsheets and documents
  • Maintained a log of users, daily backups, and trouble calls
  • Tracked and ordered basic supplies for the department
  • Maintained switchboard, monitoring and transferring incoming calls
  • Submitted recommendations to management for review
  • Evaluated subordinates
  • Conducted training for department.

Education

Bachelor of Science - Business Management And Information Systems

National Louis University
09.2013

Skills

  • Documentation And Reporting
  • Issue Identification
  • Trend modeling
  • Root Cause Analysis
  • Information Gathering
  • System Analysis
  • Workflow Analysis
  • Team Collaboration and Leadership
  • Data Integrity Assurance
  • Financial Management
  • Business Operations Analysis
  • Finance

Timeline

Analyst - Business Finance OPS -Federal Team

Verizon Wireless
01.2021 - Current

Coordinator - Business Finance OPS- Federal Team

Verizon Wireless
03.2013 - 01.2021

Sr. Representative, National Offline Support Team

Verizon
10.2008 - 03.2013

Coordinator, Internet Response Team

Verizon Wireless
04.2005 - 11.2008

Coordinator, Federal Point of Contact

Verizon Wireless
02.2004 - 04.2005

Financial Services Sr. Representative/Universal Representative/Coordinator Lead

Verizon Wireless
10.2001 - 02.2004

Information Systems Technician (SW) 2nd Class

United States Navy
11.1996 - 09.2004

Bachelor of Science - Business Management And Information Systems

National Louis University

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Beth Brown-Jarosy