Customer Service Manager

Debbie Hall *** Topeka Trail

608-***-**** Waunakee, Wisconsin 53597

********@***.***

PROFILE

Management professional with 30+ years experience in telecommunications

industry with experience in risk management, cost analysis and reporting,

quality control, and process management. Managed staff responsible for

billing and accounts receivable functions.

PROFESSIONAL EXPERIENCE

TDS Telecom, Madison, Wisconsin 1977-2009

Manager - Billing Assurance 4/2004 - 7/2009

> Responsible for all Billing and Revenue Assurance Initiatives within

Billing Operations' Message Processing, Access Billing, and End User

Billing systems.

> Managed strategic planning, project prioritization, and overall

project management of Billing Assurance initiatives.

> Identified, prioritized, and managed process and procedure

documentation, process management and process improvement initiatives

for Billing and Revenue Assurance functions within Billing Operations.

> Identified and managed revenue risks by working closely with the

Billing Operations Management team and other Business Units providing

risk assessments and quantifications, as well as proposing

recommendations for process, controls, systems and methods and

procedures changes.

> Directed and assisted other Billing Operations Managers on Sarbanes-

Oxley Requirements to ensure compliance with developing, maintaining,

and testing all Key Revenue Generation Controls within Billing

Operations.

Manager - Access Billing Services 5/1994 - 3/2004

> Managed the Access Billing Services Staff and Systems to ensure

accurate and timely Access Billing to Access Customers - primarily

Interexchange Carriers and Regional Bell Operating Companies.

> Responsible for management and production of all billing statements

related to the agreements for Purchase of Accounts Receivable

Statements and Billing and Collection Contracts.

> Ensured compliance with the respective business arrangements,

agreements, tariffs, and public service commission orders relative to

these customers.

> Represented TDS Telecom on access issues at industry meetings and

forums and provided subject matter expertise on access billing

relationships for other departments in TDS.

> Responsible for all Management Reporting functions of Access Billing

data.

Associate Manager - Access Services 8/1992 - 4/1994

> Supervise day-to-day access billing functions within Billing

Operations.

> Perform account maintenance, customer contact, and accounts receivable

activities.

8/1977 - 7/1992 - Held various positions including Clerk Typist, Accounting

Assistant, Accounting Secretary, Commercial Coordinator/CABS, Senior

Customer Service Coordinator/CABS, Customer Service Administrator/CABS, and

Senior Customer Service Administrator/CABS.

EDUCATION and TRAINING

> Bachelor of Science in Management, Upper Iowa University, Madison, WI

> Proficient in Microsoft Office products including Word, Excel,

Project, Outlook, and Visio

> Training programs and seminars include Process/Quality Management and

Manager/Supervisory training programs.

Contact this candidate