Summary
Overview
Work History
Education
Skills
Timeline
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Theresa Eck

Kingston,Washington

Summary

Seeking a position that integrates the skills acquired in a 30+ Business Office career with the insights gained as a caregiver to aging parents over the past several years.

Overview

16
16
years of professional experience

Work History

Supervisor of Service Delivery

CenturyLink
Seattle, United States
01.2003 - 08.2014
  • Managed team of 24 Billing Analysts tasked with resolving contract performance and billing disputes for enterprise customers.
  • Recruited and trained team of analysts to successfully perform this work when it was transitioned into our existing support center. This involved coaching long term employees with established competencies to pivot to new billing platforms and embrace new products, methods and procedures.
  • Built and maintained employee morale during periods of changing targets and procedures while successfully achieving financial objectives. Developed great team who were able to take corrective action on performance and billing disputes with efficiency that reduced overall credit adjustments by twenty percent.
  • Coordinated with corporate leadership, legal teams and contract and pricing management to limit scope of credit adjustments while ensuring customer satisfaction and securing future business.

Project Manager

CenturyLink
Seattle, WA
01.2000 - 12.2003
  • Worked with customers, sales teams and technical staff to meet deadlines, within budget, deploying network solutions to deliver voice, data and video services.
  • Identified plans and resources required to meet project goals and objectives.
  • Maintained open communication by presenting regular updates on project status to customers.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Built successful project plans covering objectives, resources and staffing to meet schedules.
  • Reported regularly to managers on project budget, progress and technical problems.

Education

English Literature

Lehigh University
Bethlehem, PA

Skills

  • Schedule Preparation
  • Assignment Delegation
  • Understanding of payroll services
  • Service delivery
  • Excellent customer service

Timeline

Supervisor of Service Delivery

CenturyLink
01.2003 - 08.2014

Project Manager

CenturyLink
01.2000 - 12.2003

English Literature

Lehigh University

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Theresa Eck