Summary
Overview
Work History
Skills
Accomplishments
Timeline
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MELISSA TORRES

Rolling Meadows,IL

Summary

Highly motivated, team-oriented, and innovative professional with two decades of experience within the BFO organization, deeply committed to upholding high standards and fostering effective collaboration. A zealous problem-solver, I excel at taking ownership of challenging issues, consistently delivering successful outcomes through creative solutions and strong analytical skills. I am adept at interpreting complex contractual language, analyzing data to identify trends and gaps, and streamlining processes to enhance efficiency and accuracy. My ability to adapt to fast-paced environments and perform under pressure, combined with my dedication to delivering an exceptional customer experience, makes me a valuable partner committed to organizational growth and cost savings.

Overview

20
20
years of professional experience

Work History

Business Finance Operations Analyst

Verizon Wireless
09.2023 - Current
  • Trained new team members on processing trailing credits for promotional device offers, ensuring adherence to established procedures.
  • Managed multiple projects concurrently, consistently meeting deadlines and achieving project objectives.
  • Processed high-demand escalations from the Executive Relations team, specifically addressing requests with significant financial impact to customers or the business.
  • Cultivated strong relationships with internal partners and stakeholders, maintaining open lines of communication to foster steadfast dependability and collaboration.
  • Developed and optimized training materials for the Promo Fallout Learning Album, enhancing efficiency and accuracy in processing recurring device and service promotions. Ensured all training and reference materials reflected the most current processes and procedures.
  • Delivered monthly data visualization presentations to BFO leadership and Senior leadership, providing key insights and trends.
  • Collaborated with the reporting team to conceptualize and develop a new report, centralizing all variables for trade-in promotions.
  • Designed and implemented a comprehensive reference guide for processing promotional fallout requests, streamlining operations and improving consistency.
  • Presented and recommended process improvements to BFO Senior leadership, including a new bulk promotional fallout process that will increase efficiencies, and a proposal for a new data warehouse encompassing various systems (B360, MyBiz, Order Tracker, PCA, Cognos, HYLA reporting) to collect all data related to returned trade-in devices.
  • Conducted monthly audits of Customer Experience Reviews related to promotional fallout requests, involving in-depth review and validation against policy. This initiative led to identifying process improvement opportunities, analyzing data for knowledge gaps, and providing feedback for coaching.

Business Finance Operations Coordinator

Verizon Wireless
02.2005 - Current
  • Served as a Subject Matter Expert (SME) for the intricate process handling of Other Charges & Credits (OCCs), Bill Incentive Offers, Contractual Credit Offers, Billing Rerates, and Device Promotion Fallouts, providing critical guidance and expertise.
  • Managed Complex Financial Operations: Oversaw multiple special handling accounts and processed high-value credit/debit transactions, including customer escalations exceeding $1 million, assigned by leadership and senior management.
  • Streamlined Reporting and Analysis: Presented detailed rerate reports and bill incentive audits to internal partners (Sales, GEA's, Contract Management, BGCO analysts, and leadership) to facilitate clear communication of results to clients.
  • Ensured Contractual Compliance: Processed substantial contractual bill incentive credit requests, meticulously validating the fulfillment of contract terms.
  • Drove Process Improvement: Identified opportunities for process and system/tool enhancements, developing and presenting recommendations to leadership for implementation.
  • Provided Expert Guidance: Educated internal partners on company guidelines and procedures, offering direction to ensure timely and efficient request completion.
  • Identified and Addressed Trends: Analyzed system fallouts and customer behavioral billing issues to identify key trends.
  • Handled Large-Scale Billing: Processed complex rerates for large Federal/Government and Enterprise accounts, involving over 100,000 lines.
  • Conducted Thorough Research: Researched complex billing issues with meticulous attention to detail, compiling and analyzing data to accurately calculate rerates.

Skills

  • Data Analysis & Reporting: Expertise in data compilation, analysis, and reporting using Cognos; skilled at identifying trends, gaps, and providing actionable recommendations
  • Problem-Solving & Strategic Thinking: Demonstrated ability to diagnose complex problems, address core issues, and deliver successful resolutions Innovative problem-solver with a proven track record of developing and implementing novel solutions
  • Business Acumen & Customer Focus: Adept at interpreting complex contractual language and custom offers Strategic business partner dedicated to enhancing customer and internal partner experiences, consistently representing their interests while aligning with key business and performance objectives
  • Communication & Collaboration: Exceptional analytical and organizational skills with a proven ability to communicate complex ideas and recommendations effectively across all organizational levels
  • Project Management & Prioritization: Skilled in managing multiple priorities and projects simultaneously, consistently delivering urgent and accurate results
  • Technical Proficiency: Proficient in Microsoft Excel and Google Suite applications Highly experienced with Verizon-specific systems and applications, including ACSS, WFM, ECPD, PCA Tool, Rerate Bot, B360, and My Biz Assistant

Accomplishments

  • Spearheaded the design and implementation of a comprehensive reference guide for processing promotional fallout requests. This guide received official approval from the Learning and Development team and is now a featured learning resource on the OCC Resource homepage, significantly streamlining training and operational procedures.
  • Optimized workflow rerouting for misdirected promotional fallout requests. Achieved this by identifying manual reroute trends via the Slack Lead channel, developing a tracking log with key identifiers for WFM search queries, and leveraging bulk rerouting functionality. This initiative increased efficiencies and minimized manual reroute volume.
  • Identified and resolved critical reporting inaccuracies in Cognos, collaborating directly with the reporting team to implement necessary updates. This correction was instrumental in preventing over $200,000 in revenue leakage for the company.
  • Developed and deployed a specialized tool to enhance the efficiency and accuracy of processing Department of Defense (DOD) incentive credits. This tool was adopted by peers, leading to measurable improvements in workflow efficiency and data accuracy.

Timeline

Business Finance Operations Analyst

Verizon Wireless
09.2023 - Current

Business Finance Operations Coordinator

Verizon Wireless
02.2005 - Current

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MELISSA TORRES