Liz Graves
Glenpool
Summary
Strong leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Sr. Manager - Revenue Assurance
Verizon
02.2021 - Current
- Leads a team of 10-16 financial analysts responsible for billing operations across multiple platforms with monthly billing ranging between $400-$850M
- Management of the day-to-day delivery and execution of the revenue assurance controls around the multitude of complex processes in the VZ Enterprise billing architecture
- Utilizes finance, system and process experience to identify and implement transformational processes to ensure the team is operating as efficiently as possible
- Ensured compliance to SOX controls and provide attestation to the Director that no deficiencies exist
- Identified key performance indicators driving Revenue Acceleration, Cost Leakage, Automation and the delivery of a superior customer experience
- Measured performance against goals and provides monthly updates to the Director
- Ensured all strategic efforts impacting Enterprise revenue streams are successfully supported throughout the project lifecycle
- Identified audit and control solutions to support new products or processes introduced
- Developed and leveraged relationships with partner organizations to drive revenue and cost reduction for the business
- Lead the team by being a role model, identifies opportunities allowing for employee growth and assists the team in achieving all goals
- Drove performance excellence with effective communication, performance management and employee recognition.
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
Manager - Finance Transformation
Verizon
11.2019 - 01.2021
- Drove the execution of various transformational program initiatives related to data management, stewardship and governance that support reporting/analytics, 1ERP and other Finance initiatives
- Interacted and forged relationships with partnering organization across all lines of business including AI&D, Accounting, FP&A, Human Resources, Information Technology, Tax, Supply Chain, Sales/Marketing, Operations and Real Estate teams on a regular basis
- Assessed Finance data activities being performed in order to recommend, design and drive business and system process improvements and transformation initiatives
- Represented program objectives and act as a day-to-day resource to deliver program goals and initiatives
- Provided frequent, recurring status updates on program and project progress, including communication of any open risks, dependencies or decisions
- Developed deep understanding the end-to-end processes related to Finance data.
Supervisor - Revenue Assurance
Verizon
07.2017 - 10.2019
- Led a team of 8 financial analysts responsible for billing operations across 5 platforms with monthly billing of ~$147M, project initiatives and process improvements to increase efficiency and effectiveness
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Collaborated with all levels of B2C management and various other organizations within Verizon including IT, Legal, Product Marketing, Tax and Sales to ensure accurate and effective billing solutions
- Provided guidance to staff in order to successfully implement robust end-to-end controls for new projects, products, and code implementations
- Ensured new products or process changes impacting specific Enterprise billing processes are appropriately evaluated and tested, and audit & control solutions are defined and executed to ensure billing timeliness and accuracy
- Training, coaching, and managing employee performance including setting objectives, assessing performance, placing on performance improvement plans, and recommending hiring and pay increases as appropriate
- Identified an efficiency of 32 hrs/month and executed on the elimination of weekly cycles in a billing platform allowing focus to shift to the development of more robust financial trend audits and analysis
Consultant - Revenue Assurance
Verizon
12.2015 - 07.2017
- Led complex project initiatives and process improvements to increase efficiency and process effectiveness for Enterprise billing
- Provided system requirements in the form of Agile User stories, developed audit requirements, and completed user testing
- Developed complex audit and analyis tasks for new project, product and code implementations
- Represented Revenue Assurance on all strategic project initiatives impacting the B2C organization including the acquistition of XO Communications
- Improved, Designed and delievered standard monthly reports and non-standard ad hoc reports for management including a project status dashboard in Confluence for projects my team was involved in
- Verizon Lean Six Sigma Green Belt training
- Led a Design Thinking Workshop to improve project management across the B2C space
- Led an initiative to successfully consolidate 32 monthly bill cycles to 4 for a billing platform saving Verizon ~$1M annually
Sr. Analyst - Revenue Assurance
Verizon
10.2014 - 12.2015
- Completed complex system audits and research, investigated root causes, and managed work queues to ensure timely resolution for issues impacting Enterprise customers
- Acted as Audit Coordinator for the End-State Biller responsible for ~$125M in monthly revenue and $250k in monthly audit catches
- Re-designed my organization’s SharePoint site to increase content effectiveness and acted as Administrator
- Led efforts across all RA teams and ensured all Desktop Procedures were updated appropriately for Director attestation
A4 - Program Analyst & Team Lead
Deloitte Consulting, LLP
04.2011 - 10.2014
- Day to day management of a team of 12 SAP Level 1 Help Desk agents and oversight of a Shared Services team of over 20 resources
- Analyzed unstructured information to derive key insights.
- Management, development and delivery of daily, weekly, and monthly quantitative and qualitative data analysis reports
- Worked directly with Project Managers, Clients and Vendors
- Conducted Quality Assurance Measurement sessions and monitored ongoing performance of all Help Desk agents based in Deloitte-Tulsa to ensure all agents were meeting client expectations and hitting all service level agreements
- Actively participated in bi-annual employee reviews as a primary feedback provider
- Assisted manager by supporting Request for Proposal (RFP)/Request for Information (RFI) responses, sizing and staffing for new initiatives and opportunities
- Facilitated training to existing agents and conducted onboarding of new agents
- Maintained SharePoint site with all knowledge base documents and training
- Updated, simplified, and enhanced processes and systems and recognized unusual events or consistent problems and worked with staff and clients to resolve
- Acted as administrator to the Interactive Voice Response (IVR) system
Member Financial Representative
Oklahoma Central Credit Union
06.2010 - 04.2011
- I joined Oklahoma Central Credit Union in February 2007 as a Receptionist and was able to progress over the next 4 years to a Member Financial Representative whose duties included:
- Corresponded with loan applicants, prepared necessary documents for approval and processing, approved loan documents for disbursement/filing and ensured they were in compliance with credit union policies and legal requirements
- Top Loan Producer
- Assisted members with opening and closing accounts; answering questions about products and services
- Identified cross-sell opportunities
- Assisted members and potential members with their telephone requests
- Resolved problems that were within authority to resolve
- Identified cross-sell opportunities and cross-sold services to members
- Maintained member account information on computer system
- Assured that appropriate records were maintained and required reports were prepared
Center Service Representative
Oklahoma Central Credit Union
04.2009 - 06.2010
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained productivity and quality standards at all times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Teller
Oklahoma Central Credit Union
07.2007 - 04.2009
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
Receptionist
02.2007 - 07.2007
Education
Bachelor of Science - Business Administration, Marketing & Management
Oklahoma State University
2011
Skills
- Data-Driven Decision-Making
- Partnership Development
- Reporting Management and Oversight
- Resource Allocation
- Strategic Planning
- Talent Development
- Data Analytics
- Cross-Functional Collaboration
- Troubleshooting and Problem Resolution
- Documentation and Reporting
- Organizational Improvement
- Cross-Functional Communication
- System Migration and Decommissioning
Timeline
Sr. Manager - Revenue Assurance
Verizon
02.2021 - Current
Manager - Finance Transformation
Verizon
11.2019 - 01.2021
Supervisor - Revenue Assurance
Verizon
07.2017 - 10.2019
Consultant - Revenue Assurance
Verizon
12.2015 - 07.2017
Sr. Analyst - Revenue Assurance
Verizon
10.2014 - 12.2015
A4 - Program Analyst & Team Lead
Deloitte Consulting, LLP
04.2011 - 10.2014
Member Financial Representative
Oklahoma Central Credit Union
06.2010 - 04.2011
Center Service Representative
Oklahoma Central Credit Union
04.2009 - 06.2010
Teller
Oklahoma Central Credit Union
07.2007 - 04.2009
Receptionist
02.2007 - 07.2007
Bachelor of Science - Business Administration, Marketing & Management
Oklahoma State University