Shelly-Ann Forde
Apopka,FL
Summary
Financial analyst with strong track record in financial forecasting, budgeting, and data analysis. Proven ability to deliver actionable insights and drive financial performance through collaboration and adaptability. Equipped with expertise in financial modeling, strategic planning, and risk management. Known for reliable performance and ability to thrive in dynamic environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
SR FINANCIAL ANALYST PAYMENTS
Verizon
Lake Mary, FL
05.2019 - Current
- Prepared variance analysis reports to explain variances between actuals and forecasts.
- Evaluated existing systems and proposed changes or enhancements to improve efficiency.
- Implemented cost saving initiatives that resulted in significant ROI improvements.
- Resolve customer inquiries about overdue payments.
- Maintain customer engagement via preferred communication channels.
- Collect necessary data from customers to complete payment investigations.
- Leverage diverse billing and payment systems for payment research.
- Engage in dialogue with internal and external stakeholders.
- Created presentations on key findings to senior management team for strategic planning purposes.
- Managed payment activities, including refunds and reconciliations.
- Address and handle escalated customer payment concerns.
- Utilize different systems for researching payment allocations.
- Develop solutions to payment issues, and test system enhancements for accuracy.
- Document process changes to enhance operational efficiency.
- Identified underlying causes of problems to enhance accuracy and efficiency.
- Swiftly detect system problems affecting production environments.
- Leverage multiple billing systems, including Ivison, Payment Hub ACSS, Marvo, and GPS.
- Analyzed and interpreted data to identify trends and develop actionable insights to drive business decisions.
- Developed sophisticated Excel spreadsheets for budgeting and forecasting purposes utilizing advanced formulas and functions.
- Collected and analyzed financial data to identify trends and discrepancies.
ANALYST-WORKFORCE PLANNING & ANALYST
Verizon
FL, US
12.2016 - 05.2019
- Planning, monitoring, and managing the monthly shrink budget to coordination with area operations.
- Communicate needs and information to leadership.
- Meet deadlines on reporting tasks, projects and assignments.
- Managing time-based metrics and then developing and executing effective strategies on how to improve work efficiency within the center.
- Meet with New Hire classes to explain WorkHub, time management and how adherence works.
- Work closely with leaders on how they can best use their resources such as IEX, National Reporting, Metrics and SmartForms.
- Train new leadership on how to use their resources to gather information.
- Identifying and correcting employees and supervisors profiles errors that may lead to reporting and WorkHub issues.
- Identify and communicate the correct shrink codes to use for exception requests.
- Providing performance reporting as needed for TYS, attendance/shrink trends out dials etc.
- Ensure that all the information is consistent, accurate and timely in its delivery.
- Work closely with the National Command Center (NCC) to ensure efficiencies with staffing as directed.
GLOBAL ENTERPRISE ADVISOR-GOVERNMENT CUSTOMER OPERATIONS (GCO/VES)
Verizon
FL, US
04.2012 - 11.2016
- Account Liaison for 50 government accounts generating over $50 Million in yearly revenue.
- Lead and developed solutions to drive growth on government accounts through effective audits, account management, and face to face presentation.
- A major key in generating additional 8,500 government subscriber's yielding an additional $1.5 million in revenue annually.
- Formulated strategic plans that identified areas of opportunities and increased account portfolio health and action plans which accomplished improvements - proactive account management.
- Trained peers on creating effective action plans to drive key initiatives for both Verizon and the companies they support, thus yielding positive results in the area of Self-Serve Utilization.
- Consistently meet and exceeded customer's expectation with responsiveness, effective negotiation and showing the value of Global support, resulting in receiving an increase in net promoter for each quarter of 99.9% exceeding the company wide target of 82%.
- Analyzed and made cost savings recommendations for Westchester County, Northwell Health Inc, City of Syracuse, Montefiore Medical Center, LOC 1199 SEIU Healthcare, Coney Island Hospital, City College of New York, Wake Forest University and Department of Public Safety $10 million in 2015.
- Worked with accounts receivable and on the AR reports to ensure that the customer payments were posted to their account.
- Assisted in the deployment of 1500 new Smartphone devices consisting of enterprise activation set up for State of New Jersey in 2015 which generated $650K of revenue annually.
- Produced PowerPoint presentations and Excel spreadsheets to summarize and organize data into key concepts for internal and external customers for cost savings and recommendations.
- Coached and leveraged strengths to increase productivity on accounts with peers to meet customers' service level daily with incoming request.
- Partnered with sales in preparation of conference calls, account review, face to face meetings for my clients.
- Cultivated cross-functional partnership with sales team and fulfillment team to ensure a consistent and seamless positive customer experience.
- Worked with the fraud department and corporate security to submit ITTS tickets for lost/stolen devices to my agencies via FedEx deliveries to track and investigate what happened to the merchandise.
- Created impactful customer experience power point deck to show overall results.
- Provided cost savings recommendations for high profile accounts through development of monthly/quarterly bill and service reviews, leading to savings of up to $2.2 million annually; improved retention and loyalty as a result in 2013, 2014 and 2015.
- Designed and presented a new bill audit format for customers in portfolio to improve upon customer relationship and drive efficiency from a Global Advisor Support structure.
- Selected member of the SMART team to assist in driving self serve utilization center wide to a committed value of 60%, thus resulting in an overall 5% increase with a 55% result.
- Key stakeholder in the successful launch of the CRS?NPS SME team to increase the yearly survey results.
Education
BACHELOR OF ARTS (BA) - COMMUNICATIONS / PUBLIC RELATI
Seton Hall University
01-1996
ASSOCIATE - TELEVISION PRODUCTION
Seton Hall University
01-1994
Skills
- Proven ability to implement and manage large scale initiatives and projects meeting strict timelines
- Capable of evaluating technical approaches for new product implementations
- Strategic planning
- Account reconciliation
- Proficient in contractual terms and rev share agreements
- Effective leader in helping
- Financial statement analysis
Certification
Project management
Timeline
SR FINANCIAL ANALYST PAYMENTS
Verizon
05.2019 - Current
ANALYST-WORKFORCE PLANNING & ANALYST
Verizon
12.2016 - 05.2019
GLOBAL ENTERPRISE ADVISOR-GOVERNMENT CUSTOMER OPERATIONS (GCO/VES)
Verizon
04.2012 - 11.2016
ASSOCIATE - TELEVISION PRODUCTION
Seton Hall University
BACHELOR OF ARTS (BA) - COMMUNICATIONS / PUBLIC RELATI
Seton Hall University
AWARDS
President Customer Service Award