Summary
Overview
Work History
Education
Timeline
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Dena Santana

Iselin,NJ

Summary

Results-driven professional with over 25 years of TEM experience. Proven ability to meet deadlines in a fast-paced environment while maintaining a meticulous attention to detail. Known for problem-solving skills and a collaborative approach to teamwork.

Overview

25
25
years of professional experience

Work History

Director, Service Operations

Calero
Rochester, NY (Remote)
07.2020 - 12.2024
  • Accountable for book of business of over $500M in global spend including strategic enterprise clients
  • Leading team comprising of 33 direct/indirect reports
  • Monitoring customer health and implementing corrective measures when necessary
  • Develop and maintain long term client relationships while promoting growth of business
  • Analyzing employee productivity and resource allocation via Power BI tool and making advances toward automation to maximize efficiencies
  • Assessing profitability of accounts and implementing changes to maximize efficiencies via automation
  • Driving resolution of customer aged debt
  • Maintaining SLA fulfillment for all aspects of the business
  • Leading and participating in strategic business reviews

Director, Invoice Processing

Telesoft | MDSL (now Calero)
Cranford, NJ
02.2008 - 07.2020
  • Accountable for book of business of over $300M in global spend including strategic enterprise clients
  • Leading team comprising 22 direct/indirect reports
  • Complete daily, weekly, monthly inspections to ensure SLAs and KPIs are being delivered
  • Develop and maintain relationships with key stakeholders; Serve as a customer advocate and manage escalations and process improvement
  • Prepare and deliver Business Reviews with key stakeholders
  • Train and mentor new employees on standard operating procedures
  • Collaborate with internal departments including Support, Engineering, Audit and Managed Bill Pay to ensure service delivery

Invoice/Senior Invoice Processing Analyst

Telesoft Recovery Corp (now Calero)
Cranford, NJ
05.2004 - 02.2008
  • Ensure timely and accurate invoice acquisition for loading and processing for assigned clients
  • Execute customer requirements for GL/Cost Center requirements and cost allocation
  • Perform analysis of customer billing to identify and flag disputes
  • Minimize accruals for clients by proactively requesting missing invoices
  • Resolve past due balances and work with vendors to ensure proper payment allocation
  • Interface with client(s) accounting systems and resolve any resulting errors
  • Work directly with clients on MACDs and participate in Business Reviews
  • Document processes and train new employees

Telecom /Senior Telecom Auditor

Telesoft Recovery Corp (Now Calero)
Cranford, NJ
11.1999 - 05.2004
  • Validate and optimize client(s) telecommunication invoice data via tariff and contract rate review
  • Submit billing discrepancies to vendors and negotiated refunds
  • Participate in client meetings to report on identified and realized savings
  • Create and maintain database of inventory and acquire basic telecom knowledge

Education

Bachelor of Science - Business Administration

University of Delaware
Newark, DE
05.1999

Timeline

Director, Service Operations

Calero
07.2020 - 12.2024

Director, Invoice Processing

Telesoft | MDSL (now Calero)
02.2008 - 07.2020

Invoice/Senior Invoice Processing Analyst

Telesoft Recovery Corp (now Calero)
05.2004 - 02.2008

Telecom /Senior Telecom Auditor

Telesoft Recovery Corp (Now Calero)
11.1999 - 05.2004

Bachelor of Science - Business Administration

University of Delaware

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Dena Santana