Denise H. Wilkerson
Business Operations Professional
Dallas,TX
Summary
Exceptional leader that exhibits forward thinking by employing long-range perspectives in managing the business. Flexible and able to respond to changing environments by altering strategic tactics when needed. Professional approach taken to sharing knowledge and expertise to enhance the abilities of peers and other team members. Strong proponent of overall team development for purpose of achieving positive performance results.
Overview
45
45
years of professional experience
1
1
Certification
Work History
Lead Technical Auditor-Finance Audit Services
AT&T Communications
06.2017 - 04.2023
- Enhanced financial accuracy by conducting thorough audits and identifying discrepancies in financial reports.
- Increased internal control effectiveness through diligent evaluation of processes and providing recommendations for improvement.
- Conducted approximately 10 detailed evaluations of departmental operating procedures annually to determine whether procedures conform to corporate and departmental policies.
- Participated in the design and development of testing procedures to evaluate compliance with standard policies.
- Recommended corrective actions when detection of operational abnormalities existed.
Sr Project Pgm Mgr-Customer Contact Transformation
AT&T Communications
01.2017 - 06.2017
- Conducted software robotics project management activities focused on internal AT&T projects managed from initiation through delivery.
- Developed approximately 15 business cases associated with project requirements and BOT development designed to mechanize manual processes.
- Collaboration & communication skills required to coordinate with internal client teams to facilitate identification of objectives and resources to design successful problem solutions.
- Analytical & problem solving skills required to overcome unforeseen roadblocks inherent in meeting timelines and budget constraints.
- Managed high-volume inbound calls, prioritizing urgent matters for immediate attention.
Associate Director-Asset Protection
AT&T Communications
12.2014 - 12.2016
- Provided oversight and direction of AT&T subpoena compliance process. This entailed assurance that customer service and performance measurements are met while providing leadership and development of 5 managers and 25 occupational professionals.
- Team processed subpoenas by providing billing & call detail usage records for AT&T wire line and wireless customer accounts that total approximately 5,000 legal demands received from federal and state law enforcement agencies and private attorneys.
- Improved overall team efficiency by streamlining processes and implementing improved application processes.
- Administered criminal and civil statutes for the AT&T enterprise to ensure accurate and complete compliance.
- High degree of competence required to protect AT&T from contempt of court fines that could be imposed for lack of timely or faulty compliance.
- Astute communication skills required in managing processes, conversion projects and coordinating with law enforcement and attorneys.
- Guidance provided to enhance and maintain productivity & attendance standards in addition to overall morale of team.
- Entailed development of performance goals and standards to be reviewed in determining employees' EOY performance rating and compensation awards.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
Lead Billing Operations-Finance
AT&T Communications
10.2003 - 12.2014
- Supported AT&T Subpoena Compliance Processes.
- Implemented approximately 20 process improvements yearly by seeking opportunities for increased efficiencies.
- Collaborated with cross-functional project teams to develop business requirements needed for launch of new products as subpoena compliance processes are established to support those new services.
- Collaborated with Legal department in establishing compliance policies.
- Enhanced team performance through regular training sessions and performance evaluations, leading to improved efficiency in subpoena compliance processes.
Area Manager-Billing Operations Line Support
AT&T Communications
10.1997 - 10.2003
- Supported Revenue Journals, Interexchange Carrier Billing & Collections Settlements & Account Balance Reconciliations, Subpoena Compliance, Tax Remittance & Special Bills Processes
- Established clear objectives for each project, setting expectations and assigning appropriate resources as needed.
- Developed clerical methods & procedures associated with all related functions.
- Conducted training and direct implementation of new projects & services.
- Investigated process improvement opportunities and coordinated related implementation.
Manager-Finance Operations
AT&T Communications
12.1988 - 10.1997
- Responsible for development of 11 accounting professionals conducting purchase of account receivables, account balance reconciliations and validating rate changes processed for various services within a five state territory.
- Coordinated maintenance of Customer Records Information Billing System rate tables, service orders, class of service and revenue code tables for five state regional area.
- Directed rate change implementation projects.
- Coordinated implementation of special project rate table conversions to improved application platforms.
- Enhanced methods & procedures for processes associated with customer billing revenue journals.
- Directed payments of several billion dollars annually to Interexchange Carriers.
- Interacted with representatives from each Interexchange Carrier entity to reconcile AT&T reports and Carrier message files within contractual deadlines.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Assistant Staff Manager-Valuations
AT&T Communications
11.1984 - 12.1988
- Prepared and Analyzed monthly depreciation expense budget.
- Coordinated with General Headquarters Capital Recovery staff regarding annual and semi-annual commitment budget.
- Prepared and Analyzed approximately 24 long-range depreciation expense views annually for financial management staff and construction planners.
- Managed financial transactions with accuracy, ensuring proper tracking of expenses.
Assistant Manager-User Administration
AT&T Communications
10.1978 - 11.1984
- Administered technical support of mechanized repair system.
- Coordinated 50 database maintenance processes.
- Developed strong working relationships with operations staff, fostering positive work environment.
- Directed six advanced computer professionals.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Education
MBA - Finance
Southern Methodist University
Dallas, TX08.1984
BBA - Finance With Emphasis in Accounting
Southern Methodist University
Dallas, TX08.1978
Skills
- Operations Management
- Employee Development & Training
- Conflict Resolution
- Development of Methods & Procedures
- Written and Verbal Communications
- Project Management & Implementation
- Audit Coordination
- Audit Planning
- Report Writing
Affiliations
- Civic Organization: Trinity Chapter-The Links Incorporated - May 2013 - present
- Civic Organization: Jack & Jill of America Incorporated - May 2004 - May 2009
Certification
AT&T University
Network Transformation Certification: October 2015, May 2016
Technology Transformation Certification: August 2015, April 2016
AT&T Six Sigma Green Belt Certification: November 2013
AT&T IP IP Professional Bronze Certification: October 2003
Timeline
Lead Technical Auditor-Finance Audit Services
AT&T Communications
06.2017 - 04.2023
Sr Project Pgm Mgr-Customer Contact Transformation
AT&T Communications
01.2017 - 06.2017
Associate Director-Asset Protection
AT&T Communications
12.2014 - 12.2016
Lead Billing Operations-Finance
AT&T Communications
10.2003 - 12.2014
Area Manager-Billing Operations Line Support
AT&T Communications
10.1997 - 10.2003
Manager-Finance Operations
AT&T Communications
12.1988 - 10.1997
Assistant Staff Manager-Valuations
AT&T Communications
11.1984 - 12.1988
Assistant Manager-User Administration
AT&T Communications
10.1978 - 11.1984
MBA - Finance
Southern Methodist University
BBA - Finance With Emphasis in Accounting
Southern Methodist University
AT&T University
Network Transformation Certification: October 2015, May 2016
Technology Transformation Certification: August 2015, April 2016
AT&T Six Sigma Green Belt Certification: November 2013
AT&T IP IP Professional Bronze Certification: October 2003
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