Shannon M. Nicklas
Bridgewater,MA
Summary
Excellent management, interpersonal, communication, and written skills. Self-starter, teamwork-oriented, capable of handling multiple tasks, detail-oriented. Innovative professional insight, consistently praised by management for providing top-notch technical, quality and production leadership to assigned team. Well-educated in billing troubleshooting, root cause analysis and corrective action implementation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service and Billing Support Manager, Team lead
Broadview Networks
03.2004
- Responsibilities still apply
- Additional responsibilities include coaching and mentoring current team members and new hires
- Responsible for daily and monthly Metrics
- Responsible for multiple team queues, Act third level escalation for all Customer Service and Billing Support Service issues
- Work with various departments both domestic and overseas, for the collection of outstanding funds
- Develop Process and Procedure for Inbound Customer Care training, Billing Analyst training, guidelines, and audit procedure
- Responsible for the development of departmental guidelines.
Wholesale Administrator
Windstream Enterprises, FKA Broadview Networks
01.2020 - Current
- Act as primary contact for the largest wholesale contract account
- Respond to billing and general inquiries and collect outstanding past due amounts
- Responsible for submission of weekly reports regarding outstanding amounts payable
- Responsible for project and process initiatives and guidelines for implementation
- Accountable for timely resolution of billing disputes and errors
- Must calculate credits due to accounts accurately and report accordingly to upper management
- In charge of all communications to the client via email, phone, and letters associated with accounts.
Supervisor
Broadview Networks, FKA Network Plus Telecommunications
03.2002 - 01.2004
- Correspond with clients via phone to settle outstanding complaints, disputes, and other billing issues, audit complaints to determine if credit is necessary and applicable, and be accountable for informing the client of issue resolution and corrective action.
Customer Care Manager
Network Plus Telecommunications
03.2001 - 03.2002
- Act as primary contact for all customer service representatives, handle escalated calls and issues, schedule representatives, mentor, and train new hires, build rapport with representatives and customers alike, and resolve customer and representative issues
- Responsible for verifying the validity of reimbursement requested from clients, i.e., repair compensation, billing errors, and contract errors.
National Account Representative
Network Plus Telecommunications
06.2000 - 03.2001
- Act as primary contact for high-end clients
- Maintain products and services sold such as DSL, T-1, Local and Long Distance Services, resolve customer problems, build rapport with clients, and handle service requests.
Army National Guard E-4 Specialist
Inactive Duty
01.1993 - 01.1997
- MOS: Biological, Chemical, and Nuclear warfare, Team Leader, supervised a platoon, coordinated field exercises, led platoon to field exercise conclusions, leadership, and discipline training
Education
Bachelor of Science - Criminal Justice
Southern New Hampshire University
Manchester, NH12.2022
MA - General
Fontbonne Academy High School
Milton05.1992
Skills
- Computer skills include: Retail Workstation, Host Multsess, CFI Laser Pro System, Microsoft Excel, Microsoft Word, Edge Credit Software, Lotus Notes, UCC Xpress, Microsoft Outlook, OneNote and several banking and telecommunications-related computer systems
Additional Information
- Awards: , US Army 1992: Chem Star- given for attention to detail, leadership, knowledge, teamwork, and integrity. BankBoston 1995: All Stars Award-given for integrity, leadership, and teamwork. Network Plus Telecommunications 2001: Peer Plus Award acknowledging teamwork, knowledge, and dedication. Broadview Networks 2003, 2004: Best of the Best /Circle of Excellence Award given determined by management and recognized by Executive Management for leadership, innovation, dedication, and work ethic 2012, 2013, 2014. The National Society of Leadership and Success: 2021
Certification
Communication in Criminal Justice
Timeline
Wholesale Administrator
Windstream Enterprises, FKA Broadview Networks
01.2020 - Current
Customer Service and Billing Support Manager, Team lead
Broadview Networks
03.2004
Supervisor
Broadview Networks, FKA Network Plus Telecommunications
03.2002 - 01.2004
Customer Care Manager
Network Plus Telecommunications
03.2001 - 03.2002
National Account Representative
Network Plus Telecommunications
06.2000 - 03.2001
Army National Guard E-4 Specialist
Inactive Duty
01.1993 - 01.1997
Bachelor of Science - Criminal Justice
Southern New Hampshire University
MA - General
Fontbonne Academy High School