Terri Akers
San Diego,CA
Summary
As a high energy, results focused individual seeking an opportunity to contribute acquired audit and implementation skills for clients in the Telecom industry. Having proven myself to be a dedicated and detail-oriented auditor, with demonstrated aptitude in telecommunications, network design, IT support services, project management, client relations, cost and budget analysis, account management, contract negotiations, billing, invoicing, troubleshooting, research and development, and invoicing. Additional capabilities include conflict resolution, policies and procedures, and process improvement. Displays strong problem-solving and analytical skills to determine improved network environments, allowing for seamless and optimal efficiency. A technically proficient and innovative proven performer, who enables an organization to operate at maximal productivity.
Overview
36
36
years of professional experience
Work History
Sr. Business Analyst/Auditor
Digital Direction
05.2023 - 05.2024
- Digital Direction is boutique TEM provider
- this role encompassed audits, optimizations and billing resolution for data, wireless and wire line service
- Tenure at Digital Direction was primarily as client facing Auditor/Analyst for large metropolitan city with monthly spend in excess of five million dollars
- Working with existing contracts and utilizing decades of telecom experience over five million in telecom spend was validated, with credits of forty million dollars and reduction in monthly spend of over five hundred thousand.
Telecom Auditor
Tangoe/Profitline Inc.
11.2010 - 05.2023
- Tangoe is industry leader in field of telecom expense management and optimization
- Directly working with Fortune 100 and Fortune 500 companies to audit their complex telecom contracts for compliance and maximize savings
- Using decades of experience in telecom industry to analyze inventory, provide clients with financial impact reports, usage trend and identify employee misuse or fraud
- Responsible for working directly with vendors for dispute resolutions and to optimize savings
- Once credits have been issued by carriers, audit work directly with AP to have cost allocations distributed correctly.
Service Representative: Business and Residential
AT&T Communications
02.1989 - 08.2010
- Dedicated to providing sales and support to account teams in California
- Responsible for programs to log/track all incoming work and be able to view via Microsoft Excel spreadsheets
- Responsible to status and maintain all aspects of order accuracy in compliance with CPUC and FCC standards
- Together with internal account teams efficiently resolve customer and company deadlines, providing alternate solutions when required
- Responsible to offer and sell company products and services with focus on voice, internet and wireless to business customers throughout United States
- Responsible to review written contracts to ensure all FCC regulations, CPUC tariffs and applicable company codes of business were accurate, complete and correct
- Developed and implemented a tracking of orders in the process leading to completion
- This system is still in use today and has since been expanded to all Business Centers
- Assisted with billing inquires submitted by customers
- Results could be given in either a written format or telephoning the customer with results of the investigation
- Created and taught Sales Managers, Account Executive, Account Managers and Sales Support Managers an efficient and more productive way to submit and process their orders and customer requests to our office
- 2001 President’s Club award winner for being number one in the state of California for sales in customer provided equipment, in the top 1% of the state for DSL sales and service and number two in the state for the sales of CENTREX lines
- Responsible to offer and sell company products and services with a focus on voice and internet
- Served as Single Point of Contact in the sales and service of customer provided equipment
- Specializing in telephone sets, fax machines or replacement parts to customers’ existing service
- Assisted with billing inquires submitted by customers
- Results could be given in either a written format or telephoning the customer with results of the investigation.
Credit and Collection Representative: Business and Residential
AT&T Communications
01.1993 - 01.1997
- Responsible to administer collection action on dedicated account base in arrears exceeding $100, 00.00 while maintaining telephone service
- Appeared as Keeper of the Records for court cases generated by AT&T
- Pioneering member of Customer Relations Team
- Sole focus of CRT was to respond to complaints customers submitted to the CPUC, FCC or BBB regarding collection activity taken by AT&T on their business or residential accounts
- Recipient of the President’s Service Award in 1995 for collecting in excess of $500,00.00
Directory Assistance Operator
AT&T Communications
01.1988 - 01.1993
- Provided telephone numbers and address in response to customer request
- This was fast-paced high energy position requiring accuracy and fast response
- Recognized in 1990 as President's Club winner for developing system to have listings for franchises to fall under one category
- This was implemented within company business offices and has developed into service known as Captions.
Education
Associate of Arts - Computer Science
Coleman College
La Mesa, CA10.1982
Skills
- Auditing and Attestation
- Regulations and compliance
- Critical Thinking and Analysis
- Conflict Negotiation and Resolution
- Documentation and Reports
- Microsoft Office Suite
- Written and oral communication
- Attention to Detail
- Flexible and Adaptable
Technical Experience
Microsoft Office Suite, Access, Equifax, Proprietary telecom systems.
Timeline
Sr. Business Analyst/Auditor
Digital Direction
05.2023 - 05.2024
Telecom Auditor
Tangoe/Profitline Inc.
11.2010 - 05.2023
Credit and Collection Representative: Business and Residential
AT&T Communications
01.1993 - 01.1997
Service Representative: Business and Residential
AT&T Communications
02.1989 - 08.2010
Directory Assistance Operator
AT&T Communications
01.1988 - 01.1993
Associate of Arts - Computer Science
Coleman College
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