Tyeka Graham
Garner,NC
Summary
Results-driven Cycle and Revenue Assurance Manager with a proven track record in leading teams of Analysts and Specialists within fast-paced and complex environments. Adept at developing and executing comprehensive revenue assurance strategies to mitigate risks and ensure accurate billing. Experienced in optimizing billing processes through automation, enhancing efficiency and compliance with global standards. Skilled in aligning audit and control frameworks with strategic objectives while collaborating with internal and external audit teams. Strong leadership in team development, strategic planning, and cross-functional collaboration, supported by advanced data analysis capabilities to drive informed decision-making and address complex challenges. Effective communication and conflict resolution, fostering a positive and productive work environment.
Overview
7
7
years of professional experience
Work History
Cycle & Revenue Assurance Manager
Bandwidth
06.2022 - Current
- Manage a team of Analysts and Specialists, driving their professional growth and ensuring effective use of their skills to deliver accurate analysis and billing
- Implement and manage billing configurations and setups, and drive automation and technical improvements in processes
- Develop and implement comprehensive revenue assurance strategies to mitigate risks, oversee auditing and discrepancy resolution processes, and ensure compliance and accuracy to minimize revenue leakage
- Direct and refine the monthly billing cycle, ensuring invoice accuracy and variances resolution
- Manage audit and control frameworks to support strategic objectives and ensure compliance, working closely with internal and external audit teams to align processes with organizational goals
- Streamline the monthly billing cycle through process enhancements and automation, increasing efficiency and reducing cycle times by collaborating with cross-functional teams such as SalesForce, Billing Development, Finance, Product, and Netsuite to implement solutions
- Oversee and manage international invoices, including manual invoice lines and rate entry, ensuring accuracy and compliance with global standards and regulations
- Develop and deliver presentations with clear, concise, and impactful analytical findings
- Build and maintain strong relationships with key cross-functional partners and internal stakeholders to drive successful outcomes and achieve organizational goals.
Billing Operations Manager
Bandwidth
05.2021 - 06.2022
- Lead the Global Billing Operations team, ensuring customer inquiries and support tickets meet company KPIs, quality standards, and SLAs
- Oversee performance management, coaching, and development of team members
- Drive improvements in billing operations through process enhancements, automation, and technical solutions
- Implement frameworks for quality assurance and reporting, aligning with organizational goals
- Translate organizational objectives into actionable departmental initiatives
- Interface with Finance for monthly close, accruals, and true-ups, and communicate critical issues and strategic decisions to leadership
- Collaborate with internal teams to address escalations, resolve issues related to invoicing and rating, and improve billing processes
- Leverage product knowledge and technical expertise to support strategic initiatives
- Contribute to the development of training materials and documentation, and participate in special projects to drive additional value and support organizational goals.
Billing Operations Team Lead
Bandwidth
05.2019 - 05.2021
- Led and mentored billing analysts, fostering a collaborative environment and providing coaching to align with business objectives
- Oversaw monthly billing cycles, ensured service levels were met, and monitored key metrics
- Conducted quality reviews, managed ticket queues, and addressed escalation issues
- Identified and implemented process enhancements to improve billing accuracy and efficiency
- Tracked performance metrics and supported monthly revenue close cycles
- Conducted training sessions, relayed meeting notes, and interfaced with leadership to communicate status, resolve critical issues, and drive decision-making
- Worked closely with internal audit teams to develop and implement controls that ensure compliance and enhance the accuracy of billing processes.
Billing Analyst II
Bandwidth
11.2018 - 05.2019
- Managed the monthly billing cycle across multiple platforms, ensuring accurate and timely delivery of invoices
- Performed comprehensive billing audits across multiple platforms, validated invoices, and analyzed contracts and billing records to ensure accuracy and correct discrepancies
- Identified and supported improvements to streamline billing processes, incorporating automation to boost efficiency and accuracy
- Collaborated with cross-functional teams to evaluate and test new systems and solutions, minimizing revenue impact and optimizing performance
- Addressed billing inquiries and disputes, built and maintained customer relationships, and acted as a subject matter expert for the monthly billing cycle
- Facilitated communication with leadership and participated in meetings to relay information and drive decisions.
Billing Analyst I
Bandwidth
02.2018 - 11.2018
- Managed the monthly billing cycle across multiple platforms, ensuring accurate and timely delivery of invoices
- Conducted billing audits across multiple platforms, validated invoices, and analyzed contracts and billing records to ensure accuracy and resolve discrepancies
- Resolved complex billing inquiries and disputes via telephone and ticketing systems, adhering to SLAs
- Utilized multiple platforms and resources to address issues effectively and maintain high levels of customer satisfaction.
Education
Mass Communications
North Carolina Central University
DurhamSkills
- Strategic Leadership
- Revenue Assurance Strategy
- Process Optimization & Automation
- Compliance & Control Management
- Cross-Functional Collaboration
- Problem-Solving & Conflict Resolution
- Data Analysis & Reporting
- Change Management
Timeline
Cycle & Revenue Assurance Manager
Bandwidth
06.2022 - Current
Billing Operations Manager
Bandwidth
05.2021 - 06.2022
Billing Operations Team Lead
Bandwidth
05.2019 - 05.2021
Billing Analyst II
Bandwidth
11.2018 - 05.2019
Billing Analyst I
Bandwidth
02.2018 - 11.2018
Mass Communications
North Carolina Central University