Heather Childs
Summary
Thorough Senior Analyst with over a 19-year background in Telecommunications and Finance. Excellent planning, organizational and communication skills. Self-reliant to perform analysis and make recommendations. Talented in client management.
Overview
21
21
years of professional experience
Work History
Sr.Analyst- Wholesale Billing
Windstream Communications
01.2018 - Current
- Manage over 200 wholesale billing accounts for incurred switch/special access charges
- First line of contact/resolution for customer billing /dispute resolution
- Utilize all available data mining tools to ensure accurate findings
- Build relationships with customers internal and external to assist aid in collections
- Conduct reporting and research via Excel, Access, Netezza SQL, LERG, and mainframe databases
- Ensure validity of accounts via research and analysis of FCC tariffs, contracts, and service agreements
- Resolve high level disputes and recommend prospective billing corrections to avoid reoccurrence of similar issues
- Recommend reserve amounts for disputes and non-collectable billing as well as settlements with carriers
- Provide additional research for denials and rebuttals
- Create and deliver aging and collection analyses for the manager and Sr
- Director of Finance.
Financial Services Account Associate I
FIS
01.2016 - 01.2017
- Provides excellent customer service while serving as a telephonic concierge and primary point of contact to the financial institution's high-value customers
- Addresses inquiries and performs account maintenance on deposits and money market accounts
- Assists customers by initiating payment investigations, maintenance requests, fulfillment requests, and fee reversals
- Works with various internal and external clients and various departments to resolve outstanding issues, comply with customer requests, and respond to client inquiries
- Follows up as required to close service tickets and inquiries that were escalated or referred to a different business function
- Ensures service expectations are met and establishes rapport with each caller to set positive expectations for account maintenance queries and other servicing needs
- Maintains a comprehensive knowledge of applicable products and services and keeps informed about new products and services and changes to existing products and services
- Successfully sells, markets, and shares information with new and existing customers to educate them about financial offerings.
Financial Center Operations Manager
Bank of America-Forest Heights Branch
01.2015 - 01.2016
- Provide oversight on operational activities including transaction accuracy, and execution of operational leadership tasks
- Identify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans to correct issues
- Ensure that in the event of a new procedure, product or operational change, associates are informed and properly executing the change in compliance with regulations and policy
- Track and manage service and operational performance metrics through monitoring of daily activities and reports; if necessary, develop, communicate and execute action plans to close gaps between goals and results
- Ensure day-to-day service and sales activities comply with standards for customer and operational excellence and meet regulatory compliance requirements
- Ensure associate and customer safety
- Handle customer escalations in the absence of the financial center manager.
Resource Management- Project Coordinator
Verizon Wireless (VZW)
01.2011 - 01.2015
- Created training rosters for training sessions
- Responsible for pre-production new hire onboarding
- Create scheduling focus groups, and special center meetings
- Responsible for New hire and Senior representatives shift bid for call center
- Partner with Admin Assistants to schedule center events
- Scheduled and processed annual vacation bid for call center
- Formulate specialized reports and projects as requested.
Workforce Management/RM -Analyst
Alltel Wireless
01.2007 - 01.2011
- Perform analysis for service level and average handle time efficiencies
- Auditing data efficiencies to ensure proper overtime allotments
- Develop peer-to-peer knowledge and skills
- Reforecasting for call volume, service level, and handle time
- Assigned high-level special projects
- Responsible for scheduling make up training for call center
- Answer phone calls and respond to emails from supervisors and agents
- Diagnose trends and call drivers by listening to agent calls
- Prepare various AdHoc reports as requested.
Sales Compensation Admin-Coordinator
Alltel Wireless
01.2003 - 01.2007
- Process commission discrepancies
- Performed audits for Sales Manager commissions
- Research discretionary requests
- Respond to email and phone request for adjustments
- Building relationships with Indirect Support Group and Sales Managers.
Education
Bachelor's Degree Business Admin.–Human Resources concentration -
Strayer University
Little Rock, AR12.2015
Skills
- Client Management
- Knowledge of Business Operations
- Technical Understanding
- Financial Modeling
- Performance Monitoring
- Organizational Development
- Training and Development
- Project coordination
- Adaptability
- Workforce Planning
- Attention to Detail
- Team Collaboration
Additional Information
Completed SHRM Learning system for SHRM-CP Certification Preparation Course through the University of Arkansas and scheduled to sit for the SHRM-CP Certification Exam on January 3, 2024.
Timeline
Sr.Analyst- Wholesale Billing
Windstream Communications
01.2018 - Current
Financial Services Account Associate I
FIS
01.2016 - 01.2017
Financial Center Operations Manager
Bank of America-Forest Heights Branch
01.2015 - 01.2016
Resource Management- Project Coordinator
Verizon Wireless (VZW)
01.2011 - 01.2015
Workforce Management/RM -Analyst
Alltel Wireless
01.2007 - 01.2011
Sales Compensation Admin-Coordinator
Alltel Wireless
01.2003 - 01.2007
Bachelor's Degree Business Admin.–Human Resources concentration -
Strayer University
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