Customer Service Manager

Brenda J. Hammond

**** **** ******, ** *** *****

**********@***.*** 202-***-****

Networx Transition Manager

Federal Government Contracts

Financial Analyst

Project / Employee Manager

Billing/Receivables Specialist

Result-driven, analytical, professional with significant experience in

Government Markets, dedicated to the Department of Defense. Highly-

motivated, energetic leader, team player, with strong work ethics supported

by extensive experience in Employee, Project, Financial and Account

Management, Contract Administration and Revenue Assurance. Proven ability

to resolve high-profile, complex customer issues for mutual profitability.

Superior execution in fast-paced, pressured, changing work environment.

Consistently promoted to positions of increased responsibility. Available

to travel. Areas of expertise:

Management Revenue Recovery

Customer Service Account Reconciliations

Comparative Analysis Dispute Resolution

Pricing Sales Support

VERIZON BUSINESS/MCI, DC and VA

1983 to 2010

Transition Project Manager, (2009 to December 2010)

Key member of team responsible for the transitioning of services for

General Service Administration (GSA) largest federal telecommunication

contract in history with an overall ~ $20B value.

Concentrated attention given to Defense Information Systems Agency (DISA),

the Army, Navy, Air Force and Marine Corp. Identified as Subject Matter

Expert (SME) assigned to Contracting Officer's and Designated Agency

Representatives (DAR) to guarantee successful, timely, efficient

transition, coordination and assistance from FTS2001 Bridge and GSA

Crossover contracts.

Fully accountable for leveraging existing, solid customer relationships to

positively impact considerations for future contract awards.

Key Projects and Achievements:

. Served as Top Tier Billing Liaison, "Individual Contributor, SOLELY",

personally managed 100% of ~$1M voice services transitioned, consisting

of 18K accounts within one year period.

. Managed revenue invoicing for $62.1M yearly. Partnered with order entry

and implementation teams to ensure accuracy of billing and meeting of

terms and conditions of contractual Service Level Agreements.

. Identified $1M in revenue recovery; improved billing and operational

efficiencies through the development of internal audit processes.

. Maintained overall average of <10% receivables through comparative,

trending analysis and timely resolution of billing disputes.

. Completed ~5% First Invoice Reviews utilizing Service Order Completion

Notifications (SOCNs), Contract Line Item Numbers (CLINs) to identify

each service, feature, Service Enabling Devices (SEDs), and other pricing

components to proactively monitor revenue and minimize inaccurate

billing.

Performance Highlights:

. Expanded Level of Customer Service 100% - Through outstanding customer

service and dedication; achieved customer satisfaction rating of 5.0 from

Department of Navy.

. Recipient of 2010 Excellence Award from Sales organization for billing

support and customer service.

Brenda J. Hammond

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Networx Transition Manager, Verizon Business (2005 to 2009)

Led team of ~ 5-7 exempt and contracted Billing Consultants through

MCI/Verizon acquisition merger and Networx Universal contract award to

provide best customer experience and strong support on all Networx

transitions and new business won through Fair Opportunity.

Through on-hands training, development, education, mentoring, coaching and

leadership, team obtained solid foundation in support of the Department of

Defense and Military agencies, Department of Homeland Security, Pentagon

and the White House.

Strategically engaged with agency specific training and education to

accelerate end-user's knowledge to transition from their current contract

to the Networx contract and the skills they needed to manage their Networx

products and services using the Verizon Business Networx Portal.

Key Projects and Achievements:

. Inherited 40-50 additional monthly billing disputes and ~$300M+

receivables, requiring aggressive resolution and collection efforts to

increase EBITDA and gauge immediate profitability.

. Team effectively managed and reduced receivables <35% without access to

legacy billing systems.

. Provided unwavering internal and external customer support through

hosting 4-5 weekly transitional meetings to assure vital information and

knowledge was disseminated.

Billing/Customer Service Manager, MCI (2003 to 2005)

Managed team of ~6-8 exempt and contracted Billing Specialist supporting

the Department of Defense and Military agencies, NMCI, Department of

Homeland Security, Pentagon, White House, State Department, Defense

Research and Engineering Network (DREN), World Bank, United Nations and the

Embassies.

Conducted all administrative, management obligations associated with

employee hiring, training, development, career planning, motivation,

account assignments and termination in support of specific agencies and

revenue modules. Located revenue to increase company's profitability.

Key Projects and Achievements:

. Managed $3.5B - $4.0B revenue modules with an estimated 90% + yearly sale

quota attainment.

. Tracked and monitored 20-30 billing issues monthly from inception to

closure.

. Analyzed, audited and approved all credit & debt adjustments >$25K.

. Partnered with internal and external customers to proactively manage

accounts receivables to ensure overall segment maintained a 15% reduction

on a monthly basis.

. Reduced billing trouble ticket issues by 25% through development of

automated billing tracking system.

Performance Highlights:

. Vice President's Excellence Award (2005) received for identifying and

tagging unclaimed accounts >$5M in Revenue Recovery Project.

. Build-Believe-Achieve Award (2003) from President of Government Markets

for successfully generating first, accurately billed, manual invoice for

DREN netting ~$1M in revenue.

Prior Related EXPERIENCE - MCI Telecommunications, McLean, VA

Billing Team Lead, Promoted to Manager, Revenue Assurance Analyst, National

Account Support Consultant, Staff Specialist

Education

Johnson C. Smith University, Charlotte NC - BS (cum laude) Business

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