ROBIN L. SAMUELS

Res. 770-***-**** Cell. 770-***-****

E-mail: acgg9x@r.postjobfree.com

Greater Atlanta Area

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SUMMARY

Versatile voice, data and billings specialist with extensive

internal/external customer support and project deployment experience in the

healthcare IT and telecommunications fields. Detail-oriented self-starter

with strong research and analytical skills. Equally effective in team

setting or working independently.

PROFESSIONAL EXPERIENCE

NASCO, Atlanta, GA 2005-2013

Deployment Lead

Provide and control delivery of code-from development to system-testing

environments and from testing to end-user environments-for a healthcare-

claims IT provider to Blue Cross/ Blue Shield companies.

. Created and controlled a deployment calendar to make possible the

successful management and deployment of more than 500 system work

requests into the company's claims system.

. As workflow-process SME, managed multiple technical vendor

relationships to facilitate timely delivery and effective

communication.

Senior Change Management Consultant

Coordinated the assessment, validation, and prioritization of expedited

work requests, acting as liaison between vendors and client delivery team

to ensure speedy resolution of critical issues.

. Created rating system that allowed the customer to rate technical

vendor's performance, improving the efficiency of the expedited-

delivery process by 40 percent.

. Worked with technical vendor to redefine key performance indicators in

existing service-level agreement to facilitate vendors' ability to

provide estimates within the required time limit.

. Collaborated with client delivery executives to establish, create and

publish a best-practices guide that was instrumental in streamlining

the customer's day-to-day operations.

. As SME, provided Change System Request (CSR) consultation and coaching

to enable representatives to maintain delivery levels with minimum

errors for high-volume projects.

. Because of extensive knowledge of processes, tapped by management

during account executive's two-month absence to assume that role.

EARTHLINK, Atlanta, GA 2004-2005

Supervisor

Managed a team of 20 installation coordinators, account managers, and

dedicated services agents to ensure superior service during line

installation for business-class services such as SDSL and T1. Provided

solutions to escalated issues related to account billing, cancellation

policies, vendor relations, and quality of service. Received an award for

the most improved team for call quality, call handling and average speed of

answer.

. Collaborated with Product Management and technical support to

introduce new procedures that reduced customer wait times and

unnecessary maintenance visits.

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BELLSOUTH, Atlanta, GA 2000-2004

Customer Care Account Manager, Long Distance Services

Provided a hybrid of project management, billing analysis and technical

expertise to medium-sized customers in the company's joint local and long-

distance venture. Handled issues related to complex corporate account

billing, change, move, add and delete orders for switched outbound and

inbound services and general provisioning inquiries.

. Guided major banking customer through the process of understanding and

reconciling thousands of monthly bills (literally truckloads of

documents each month), to help them achieve overall savings of several

million dollars.

Project Manager, Internet Services, Atlanta, GA

Served as team lead over various Broadband Operations projects. Consulted

with internal and external subject- matter experts to jointly develop

detailed project plans to implement business and technology processes,

products and services. Identified support gaps in the plans for Operations-

related projects, including new service, financial and system enhancements

initiatives.

. Managed data reconciliation project, successfully reclaiming 30-50

thousand circuits to meet high-volume customer demand for Broadband

service.

. Participated on team that recommended implementation of an initiative

to change Broadband registration from a back-end to a front-end

process and eliminate the incidence of nonpaying subscribers.

. Provided management oversight for project that dramatically reduced

help-desk talk time and produced significant savings in contract labor

costs.

EARLIER EXPERIENCE

AT&T

Project Leader, Atlanta, GA

Directed efforts of nationwide four-month project to correct billing and

ordering errors for mid-sized to multimillion-dollar business accounts.

Evaluated new requests for project worthiness; allocated distribution of

workload; monitored progress/provided status reports; and provided root-

cause analysis to prevent recurrence of similar problems.

0. Recruited to head project on basis of in-depth billing knowledge.

1. Personally evaluated more than 400 correction requests, identifying

approximately 300 that were qualified for project.

Technical Support Manager/Operations Manager, Atlanta, GA and Chicago, IL

Provided customer care centers with help-line and in-house support to

resolve technical billing and ordering issues for high-end voice service

products. Managed a team of 15 and worked with process-management group

for the introduction and design of processes for new or emerging services.

2. Served on a team that successfully transitioned a regional customer-

care call center with 150 representatives to a global one with over

300 representatives.

EDUCATION

BBA, Marketing - Pittsburg State University, Pittsburg, KS

Certificate - Information Security, Georgia Tech College of Computing

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