Lisa Peterson
Monaca,PA
Summary
As a results driven professional, who consistently meets the challenges and objectives of a dynamic, high volume, customer facing environment within a Fortune 500 company. My educational background, professional expertise, analytical skills and my proven ability to communicate effectively with various groups of people have bolstered me to perform my function in an exceptional capacity.
Overview
32
32
years of professional experience
Work History
Sr. Analyst - ERT Customer Service
Verizon Communications
08.2018 - Current
- As a Sr Analyst I support and assist Senior Executives, resolve and manage client concerns
- I also, create and escalate inquiries with various agencies including financial disputes
- I performs initial client assessments, and analysis
- I build relationships with external and internal clients from various organizations
- Managing multiple tasks/projects, while providing a high quality of work, and adhering to deadlines.
Customer Care Manager III
CenturyLink, formerly Level3 Communications
11.2013 - 08.2018
- As a Customer Care Manager, I act as a single point of contact for a group of assigned customer accounts which typically have a medium to large revenue scope or have moderate to high complex product needs
- I manage any interactions from the customer order through billing to ensure highest levels of customer satisfaction
- I serve as the escalation point for problem management of customer troubles and issues in areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities
- Proactively I manage the customer's service needs, to ensure the highest level of customer satisfaction and all expectations are met.
Project Coordinator (Temporary Position)
Smartlink
08.2013 - 11.2013
- As a Project Coordinator I support a team with assigned projects and/or any of the following as assigned: budgets, collections, invoicing, tracking, correspondence, and various administration tasks
- Responsible for tracking project deliverables, dates and monitoring deadlines; provides regular and timely reports highlighting variances as they arise
- My responsibilities include, update necessary tracking systems to ensure that projects and/or programs status is maintained with complete accuracy
- Coordinate all tasks related to budgeting, revenue, invoicing and purchasing orders
- Create and distribute correspondence relevant to the team, project or program
- Develop and maintain accurate and complete files and maintain for integrity and completeness.
Analyst
US Airways
03.2012 - 08.2013
- In the analyst role, my duties are varied, complex and involve the many processes and procedures that US Airways and the FAA have in place in order to maintain an airworthy fleet
- To highlight some of my responsibilities, they include the tracking of all maintenance tasks and compliance with all associated regulatory guidelines and processes that exist
- The evaluation of engineering orders that are in turn submitted to the proper compliance/resolution area for immediate action; compilation of the proper documentation to ensure accurate forecasting to management with recommendations if required; serve as a resource for other areas within US Airways and provide them with data and documentation as required and necessary; act as a single point of contact for all aircraft audits, aircraft returns and all corporate lease activities
- ITIL processes are utilized in order to have the analyst position function as flawlessly as possible.
Service Program Management
Verizon Business
07.2005 - 03.2012
- My responsibilities revolved around managing $35M in annual customer revenues spread over multiple customers
- Primary to my functionality is complete customer satisfaction on issue research and resolution, consolidation and financial trending reviews, billing and special projects, technical service accountability and satisfaction and customer advocacy in a variety of settings
- My expertise is in on-site customer support, including weekly reports, escalations and expedites, customer training on internal industry tools, billing analysis and technical repairs
- Meetings are held as needed with my customer base to review contract elements and ensure the understanding of all pricing elements
- Additionally, I deliver and review monthly contract trend reports and discuss contract compliance and conduct first invoice reviews to validate correct pricing is reflecting on invoices
- Additionally, I will and have acted on behalf of my managerial hierarchy as needed in customer meetings, team driven responsibilities and the writing and development of processes that reflect corporate philosophy and practices.
Specialist, Enterprise Business Services
Verizon
07.1999 - 07.2005
- As a Specialist, my role included being accountable for maintaining and improving service to my base of customers in the Major Customer Organization
- I implemented sales on customer requests for moves, adds or rearrangements of most complex services such as T3, T1, Frame Relay and VOIP
- I was responsible for maintaining and improving service to the customers and to build relationships with all areas of the sales team.
Service Representative, Enterprise Business Services
Verizon
07.1996 - 07.1999
- I handled requests from existing and/or new large business customers for installation, disconnection, or changes of communications systems and services
- I recommended installation, disconnection, or changes of communications systems and services
- Recommended, promoted and implemented the sale of company provided telecommunication services, systems and products
- I discussed, investigated and resolved disputes, complaints and inquires regarding customers' service, billing, rates, adjustments, and policies
- I meet customer's needs promptly accurately and in a courteous and helpful manner
- I performed a high volume of detailed paper work to implement major/unique requests; prioritized complex workloads to satisfy customer requirements on time; operated computer terminal, including accessing multiple systems to establish update and retrieve customer service data; utilized my knowledge and skills to meet customer requirements.
Collection Representative, Retail Markets
Verizon
12.1991 - 07.1996
- I collected delinquent bills; discussed, investigated and resolved disputes, complaints and inquiries regarding customers' service, billing adjustments and policies
- I operated a computer terminal, including accessing multiple systems to establish, update, and retrieve customer service data while simultaneously negotiating with customers and/or company employees
- I prepared and transmitted denials, restoral and disconnects for non-payment
- As a Residences Collections Force Administrator, I served as liaison between the local office and the Enhanced Team Operations Center
- I attended weekly force meetings and conference calls conducted and attended by management to determine and discuss force requirements
- I entered all mandatory closed-key requirements into the long term exceptions file; served as a single point of contact for trouble reports on telephone sets; handled repair problems associated with Force Management System sets and/or positions through resolution and follow-up
- I maintained employee database regarding available force
- Coordinated and distributed the vacation schedule; organized, compiled, retrieved, distributed and monitored daily reports (including MIS, adherence, service, quality, sales, collections, and service provisioning); assigned consultants to master file based on seniority and tour selection; updated daily work file; prepared tour selection daily; prepared and distributed daily schedules.
Education
ITIL V.3 Foundations Certified
Business
University of Pittsburgh
Pittsburgh, PAAccounting And Business Management
Community College of Beaver County
Monaca, PABusiness
Bradford School of Business
Pittsburgh, PASkills
- Client Management
- Knowledge of Business Operations
- Analytics Program Experience
- Performance Monitoring
- Professional Skills
- Relationship Building
References
Furnished upon request
Timeline
Sr. Analyst - ERT Customer Service
Verizon Communications
08.2018 - Current
Customer Care Manager III
CenturyLink, formerly Level3 Communications
11.2013 - 08.2018
Project Coordinator (Temporary Position)
Smartlink
08.2013 - 11.2013
Analyst
US Airways
03.2012 - 08.2013
Service Program Management
Verizon Business
07.2005 - 03.2012
Specialist, Enterprise Business Services
Verizon
07.1999 - 07.2005
Service Representative, Enterprise Business Services
Verizon
07.1996 - 07.1999
Collection Representative, Retail Markets
Verizon
12.1991 - 07.1996
ITIL V.3 Foundations Certified
Business
University of Pittsburgh
Accounting And Business Management
Community College of Beaver County
Business
Bradford School of Business