TYMEKIA POE
Nashville,TN
Summary
Experienced leader with 20 years of strong professionalism in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence as well coaching, training and mentorship.
Overview
22
22
years of professional experience
Work History
TELECOM CARRIER MANAGEMENT ANALYST
UBS
05.2018 - 11.2022
- Managed global voice and data circuit inventory within the Telecom Expense Management ( TEM ) tool which include MPLS, VPLS, Dark Fiber, ISDN, POTS and more.
- Investigated service connectivity in pursuit of optimization while collaborating with Network Capacity to submit disconnect requests to all global vendors which resulted in exceptional annualized cost savings initiatives.
- Coordinated with Audit & Dispute Management to identify, validate and report on cost savings.
- Led training sessions for new employees, fostering a positive work environment and strong teamwork.
- Provided support to Executive Management, Service Delivery, Vendor Relationship Management, Invoice Management and TEM System Administration.
FINANCIAL ANALYST IV
XO COMMUNICATIONS
03.2014 - 09.2017
- Managed the resolution of wholesale telecom disputes / claims in a risk-based corporate environment.
- Coordinated cross-functionally with Sales, Customer Service, Service Delivery, Network Operations and Legal departments to investigate, validate and resolve disputes.
- Analyzed Customer Service Agreements and Service Level Agreements to govern resolution of disputes.
- Assisted senior management and finance team with root cause analysis, operational reviews and settlements.
- Co-managed annual data revenue of $386M, bad debt less than 0.6% and credits less than
- Reviewed and approved or denied all dispute resolution claims requests for credit over $25K.
- First Point of Contact for dispute / claim escalations.
DISPUTE RESOLUTION SUPERVISOR
XO COMMUNICATIONS
07.2011 - 03.2014
- Supervised senior financial analysts who performed end-to-end dispute resolution and analysis.
- Analyzed financial, statistical and operational data trends to present monthly operational reviews to executives.
- Served as the primary point of contact for high-level escalations, resolving complex cases quickly and effectively.
- Collaborated with cross-functional teams to address complex problems and implement successful dispute solutions.
- Assisted in developing and implementing job aids, system training and standard operating procedures in addition to evaluating, recommending and updating existing processes utilized for onboarding, coaching and development of staff.
- Reviewed and approved or denied all financial claims requests for credit over $5K
- Conducted regular performance evaluations, providing constructive feedback to drive employee growth and success.
- Championed a culture of continuous improvement within the team by encouraging open feedback loops and implementing innovative ideas.
DISPUTE RESOLUTION TEAM LEAD
XO COMMUNICATIONS
06.2009 - 07.2011
- Assisted in eliminating an 18-month billing dispute claim backlog which resulted in to a 31 day average
- Led a high-performing resolution team, consistently achieving targets and maintaining customer satisfaction levels.
- Maximized resource utilization through effective delegation of tasks based on individual expertise within the team.
- Assisted in eliminating an 18 month billing dispute backlog which yielded in a 30 day average completion rate.
- Audited analyst dispute claims for accuracy and root cause analysis to present to management along with identifying areas for improvement.
- First Point of Contact for the Eastern Region claims escalations.
- Recognized for outstanding leadership skills, contributing to the overall success of the resolution team.
- Cross-trained and provided backup support for organizational leadership.
SENIOR BILLING ANALYST
XO COMMUNICATIONS
12.2006 - 06.2009
- Managed end to end resolution of wholesale dispute / claims by collaborating with internal departments, researching dispute details via various systems, databases, customer and service level agreements to approve or deny disputes.
- Collaborated with cross-functional teams to resolve complex billing issues, resulting in improved client satisfaction.
- Communicated resolution details to customer based on facts discovered.
- Informed customer as to current account balance status, initiated settlement offer if applicable and encouraged customer to pay undisputed charges to bring issue to resolution.
NETWORK OPTIMIZATION - PROJECT MANAGER/ ENGINEER
XO COMMUNICATIONS
04.2004 - 12.2006
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Performed all project management, research analysis, circuit design, provisioning and customer interface functions related to the successful completion of internet access, last mile, long haul and wavelength projects.
- Identified project scopes and processed service orders for the submission to multiple global vendors.
- Acquired $70 million in net cost capital savings in 2005).
SERVICE DELIVERY COORDINATOR / PROVISIONER
XO COMMUNICATIONS
06.2002 - 04.2004
- Contributed to overall company growth by actively seeking opportunities for process improvement, cost reduction, and service enhancement within the scope of provisioning responsibilities.
- Built new, change, disconnect and directory listing orders in service delivery systems.
- Collaborated with service delivery to prepare documentation and develop job aids for the provisioning systems.
- Accounted for establishing new and complex accounts while meeting daily, monthly and quarterly objectives.
TROUBLE RESOLUTION COORDINATOR
XO COMMUNICATIONS
01.2001 - 06.2002
- Proactively called customers who submitted a trouble ticket due to experiencing a network outage.
- Utilized advanced problem-solving skills to address unique challenges faced during the resolution process, resulting in satisfactory outcomes for all parties involved.
- Coordinated with network services, field technicians and the customer to ensure the successful restoration of services.
- Provided timely and accurate updates as well as set proper expectations for the customer.
Education
BACHELOR OF SCIENCE - BUSINESS MANAGEMENT
TENNESSEE STATE UNIVERSITY / UNIVERSITY OF PHOENIX
Nashville, TENNESSEE01.2006
Skills
- Communication
- Decision Making
- Leadership / Teamwork
- Problem Solving
- Financial Analysis
- Project Management
- Microsoft Office
Affiliations
- American Management Association
- Delta Sigma Theta Sorority, Inc.
Timeline
TELECOM CARRIER MANAGEMENT ANALYST
UBS
05.2018 - 11.2022
FINANCIAL ANALYST IV
XO COMMUNICATIONS
03.2014 - 09.2017
DISPUTE RESOLUTION SUPERVISOR
XO COMMUNICATIONS
07.2011 - 03.2014
DISPUTE RESOLUTION TEAM LEAD
XO COMMUNICATIONS
06.2009 - 07.2011
SENIOR BILLING ANALYST
XO COMMUNICATIONS
12.2006 - 06.2009
NETWORK OPTIMIZATION - PROJECT MANAGER/ ENGINEER
XO COMMUNICATIONS
04.2004 - 12.2006
SERVICE DELIVERY COORDINATOR / PROVISIONER
XO COMMUNICATIONS
06.2002 - 04.2004
TROUBLE RESOLUTION COORDINATOR
XO COMMUNICATIONS
01.2001 - 06.2002
BACHELOR OF SCIENCE - BUSINESS MANAGEMENT
TENNESSEE STATE UNIVERSITY / UNIVERSITY OF PHOENIX
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