Yolanda Heard
Summary
Experienced Account Manager with a strong background in project management and customer relations. Skilled in optimizing operations, enhancing productivity, and fostering cross-functional collaboration to drive client satisfaction. Known for effectively managing multiple accounts while consistently meeting critical deadlines. Recognized for strong communication skills, problem-solving abilities, and a solid commitment to accuracy and efficiency.
Overview
24
24
years of professional experience
Work History
Lead Technical Projects Coordinator
Lumen Technologies
06.2023 - 05.2026
- Monitored project progress and provided updates to stakeholders to ensure alignment with client expectations.
- Facilitated communication between different departments to resolve issues quickly and effectively.
- Managed day-to-day operations of the department including task scheduling and assignment of duties.
- Implemented process improvements to streamline operations and enhance efficiency.
- Maintained project documentation for compliance and reference purposes.
Billing Coordinator III
Ryder
06.2022 - 06.2024
- Communicated with various departments nationwide to confirm accurate billing details, ensuring client satisfaction.
- Investigated billing inquiries and provided prompt responses to resolve discrepancies efficiently.
- Coordinated invoice processing and ensured timely distribution to clients while maintaining accuracy.
- Reviewed billing reports for compliance with company policies and maintained organized records.
Billing Analyst III
ONIS Solutions/Charter Communications
10.2021 - 04.2022
- Supported billing migration for Enterprise and Small to Medium Businesses, ensuring smooth transitions.
- Troubleshot issues related to billing discrepancies and tracked them to resolution.
- Reviewed customer accounts for accuracy and completeness of information, promoting client trust.
Business/Billing Analyst
CSG International
03.2009 - 03.2020
- Collaborated with cross-functional teams to resolve billing inquiries efficiently, enhancing customer relations.
- Reviewed customer accounts for compliance with billing policies and assisted with audit processes.
- Generated invoices based on contracts and managed customer account setups, ensuring accuracy.
National Sales Operations Manager
Cox Business Services
05.2002 - 08.2008
- Managed national sales contracts and Master Service Agreements (MSA), totaling $5M+, ensuring client satisfaction.
- Coached and developed a team to achieve revenue goals while maintaining excellent customer service standards.
- Collaborated with company executives to discuss customer contracts and address revenue-impacting issues.
Education
BBA - Business Management
Georgia State University
Atlanta, GASkills
Timeline
Lead Technical Projects Coordinator
Lumen Technologies
06.2023 - 05.2026
Billing Coordinator III
Ryder
06.2022 - 06.2024
Billing Analyst III
ONIS Solutions/Charter Communications
10.2021 - 04.2022
Business/Billing Analyst
CSG International
03.2009 - 03.2020
National Sales Operations Manager
Cox Business Services
05.2002 - 08.2008
BBA - Business Management
Georgia State University