Carol Pierre
Atlanta,GA
Summary
Telecommunications professional with proficiency in executing multiple tasks, delivering excellent service, prioritizing tasks, and complying with stringent time spans.
Recognized for identifying and alleviating issues, enhancing customer satisfaction, and driving operational improvements, which led to cost savings and profitability growth. Broad success and knowledge in provisioning, ASR's ordering of voice/data circuits, and technical troubleshooting.
Attentive to problem-solving, order entry, invoicing validation, and escalating issues.
Overview
23
23
years of professional experience
Work History
Telecom Analyst II
Warner Brothers Discovery
01.2022 - Current
- Coordinates and manages the ordering and provisioning of telecom services for the Enterprise including all moves, adds, changes, migrations and disconnects and function as the liaison between project managers, field techs, LCONs and telco carriers/vendors.
- Tracks and communicates order status, as well as escalating any late installs or disconnects with carriers/vendors.
- Actively manages, maintains and track telecom assets inventory along with historical information about activities and billing.
- Verify order accuracy before submission for any switched/dedicated services to include voice, data, private lines, toll-free and internet services for new, adds, changes, or disconnect circuits.
- Performs audits and payment functions for supplier telecom invoices in a timely, accurate manner, and remove excess or inappropriate services for champion savings and manage small telecom projects.
- Perform industry “best practices” telecommunications expense management for enhancing operational efficiency and identifying opportunities to contain costs.
- Ensure invoices are accurately billed for the service ordered, dispute any inconsistencies for recovery of credits.
- Ensure the recovery of credits and management of short-pay and no-pay decisions.
- Investigate and determine irregularities and bring to successful conclusion corrective actions.
- Monitor contractual commitments for a few metrics including availability, billing accuracy, renewal terms, disconnects, termination liabilities, and audits.
- Pay invoices before due date to prevent any services disconnection due to past due payments.
- Track and audit usage metrics for allocation of costs to individuals, cost centers, departments, or other defined spending categories.
- Request and negotiates price quotes from several carriers for telecom service.
- Provide monthly cost savings reports.
- Create purchase order request to finance for services ordered, updates order information in Ariba to ensure all information matches the invoices.
- Tracks and perform audit usage metrics for allocation of costs to individuals, cost centers, departments or other defined spending categories and provide reports as needed.
- Seek, recommend, and implement opportunities for improvement in telecom business processes.
Pricing & Billing Analyst- Contractor/Atrium Staffing
Cox Business
08.2021 - 01.2022
- Managed multiple carrier pricing/billing projects
- Applied rates for a high volume of orders using MSA or quoted pricing agreements
- Reviewed MSA to determine Early Term Liability charges for various accounts.
- Pulled, exported, and analyzed data using intermediate- advances MS excel skills.
- Conducted monthly market calls with the CAM and other boundary partners.
- Partnered with National Account Managers to address unique Carrier requests.
- Performed weekly and/or monthly reports.
- Performed OMS, Granite and CABS database clean up.
- Applied regulatory knowledge for all pre and post installation activities.
- Performed daily activities to the billing system such as maintained customer profiles; reviewed pricing contracts for implementation; resolved basic disputes/discrepancies and tracked adjustments related to billing and pricing issues.
- Reviewed daily, weekly, and monthly audit reports and made corrections, as necessary.
- Provided support to internal departments; monitored/responded to questions in departmental mailbox.
- Prepared and updated procedural documentations and identified and recommended process improvements.
- Created unified event ticket requesting new billing account numbers for customers.
- Managed and tracked the manual contract access database for special pricing contracts that expires, as well as initiated price changes for tiered contracts.
- Updated granite with the pricing/billing for ethernet, UNI, wireline, and wireless circuits.
Network Implementation Engineer III
Cox Communications
10.2002 - 08.2020
- Coordinated and managed the provisioning order process, while supporting customers request for telecommunications services.
- Designed, executed, and processed requests in timely manner to fulfill customer's requirements.
- Documented order activities and ensure data integrity in Cox's system; communicate milestones to customers and internal teams throughout ordering lifecycle.
- Validated order accuracy for the lifecycle of all switched/dedicated services to include voice, data, private lines, toll-free and internet services for new, adds, changes, or disconnect circuits.
- Facilitated, organized, and scheduled customer activation in alliance with Field-Ops and engineers.
- Verified order accuracy, conducted channel facility assignments, generated, and submitted access service requests.
- Administered customer expectations and activities, monitored as well as escalated provisioning milestones.
- Managed times with various departments, scheduled test/turn up and collaborated with providers to lead facility rolls, cross connects, installs, and disconnects.
- Scheduled service cut overs and engaged directly with vendors and customers to ensure delivery of exceptional service.
- Formulated national numbering (UET) unified event tickets for Cox business customers porting or requesting new telephone numbers.
- Processed purchase order requisitions for hardware, software, licenses, and warranties.
- Maintained each system and task with associated circuit information to support troubleshooting issues with internal network operation center.
- Led multiple projects such as large-scale migration of live circuits to enhance cost, revenue, and network efficiency.
- Designed and maintained excel spreadsheet to track order activity and installation schedules; delivered sheet to field techs on weekly basis.
- Surpassed network optimization goals by proactively searching for savings that resulted in over $500K surplus in a month.
- Located over $30K of monthly recurring charges for disconnected or cancelled service that were still billing, disputed the charges and received the credits.
- Ensured orders were generating revenue within established times, maintains constant communication with internal and external stakeholders.
- Maintained, managed, and corrected Granite Inventory aggregate, circuit paths, segments & element for network circuit design.
Skills
- Microsoft Office, JDSU Support System (Acterna), ICOMS, Verizon CSG Portal, AT&T Business Direct Portal, Virtual Front Office, Ticketing Systems, Remedy, ServiceNow, AS400, Accounting, Granite (XNG), Workforce Logiq, Neustar Portal, Oracle Financial, Oracle Billing (NetSuite), OBIEE, CCI IP Procurement Receiver, Project Management, Inventory and Order Management, Slack, SQL Basic, Salesforce, Ticket Management, TaSC, Ariba, SAP, POTIX, SharePoint, Smartsheet, Tangoe, TEM/MDSL, Outage Management System (OMS), Customer Relationship Management (CRM)
Timeline
Telecom Analyst II
Warner Brothers Discovery
01.2022 - Current
Pricing & Billing Analyst- Contractor/Atrium Staffing
Cox Business
08.2021 - 01.2022
Network Implementation Engineer III
Cox Communications
10.2002 - 08.2020
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