Customer Service Manager

KATHLEEN M. HOGARTY

** ******* ***** ****** ********, New Jersey 08831

609-***-**** ********.*******@*****.***

PROFILE: An accomplished, results-oriented, ambitious professional

offering over 25 years of progressive experience in the

areas of financial analysis, management and reporting.

QUALIFICATIONS:

. Well versed in all aspects of billing, financial

analysis and reporting, vendor relations and budgeting

as well as Call Accounting System operations.

. Expertise in managing Chargeback Billing, Customer

Service and Telecommunications for Global Networks and

International Communication Divisions.

. Successful in formulating and developing operational,

financial and administrative procedures resulting in an

increase in profit, cost-efficiency and productivity.

. Exceptional organizational and analytical abilities

combined with solid decision-making skills.

. Computer literate...MS Word, Excel, Access, Lotus

Notes, MS Outlook, the Internet, Financial Inventory

Tracking System (FITS), Proteus, CUBBS, Bill Filter,

Ccmail, Product Reporting System, Oracle/Oasis (Alph04)

System, WinZip Classic, GTN Billing System, Boris

System, GCN Billing System.

SELECTED ACHIEVEMENTS:

. Successfully developed and implemented billing

systems for numerous groups including market data,

technical operations, voice telecom support and network

services thereby increasing accuracy and efficiency,

decreasing late payment fees and ensuring timely receipt

of refunds.

. Instrumental in coordinating and maintaining the Call

Accounting System comprised of 600+ employees.

Collaborated with vendor in design of call accounting

reports. Worked closely with telecommunication companies

to develop a tariff database reflecting current rates.

. Reduced non-passed billing expenses from $60,000

monthly to a zero balance within the Audio Product &

Billing Department utilizing strong skills in billing

and customer service investigations, analysis, tracking

of codes and follow-up.

. Initiated, created, designed and implemented

administrative and computerized procedures to facilitate

Chargeback Operations resulting in a significant

improvement of the working relationship between the firm

and the bank.

. Successfully maintained operational integrity and met

performance improvement standards during division

downsizing from five managers to two.

. Created a specialized billing and email procedure to

assist in the transfer of files to National Accounts

Payables.

PROFESSIONAL

EXPERIENCE: Apex Systems Inc., Blue Bell, PA - Contract Project

for Comcast - Moorestown, NJ

Order Management / Operations

Support Analyst - April 2010 to Present

. Manage all order verification and order entry aspects

for Ethernet and Carrier Ethernet (cell backhaul)

customers.

. Work with sales and sales design engineers for

order clarification.

. Upload spreadsheet for Carrier Ethernet (cell

backhaul) orders into required customer management systems.

. Responsible for creating and

submitting Change Management ticket for cell backhaul tower turn-ups.

. Process Access Service Requests

(ASRs) received from carriers for service and respond with Firm Order

Commitment (FOC) along with

Circuit Layout Record (CLR) and Design Layout Record (DLR). Track

request to ensure FOC date is

met.

. Effectively communicate with

internal groups regarding orders and work to ensure a timely delivery

of

service.

. Responsible for managing orders

assigned to ensure completion to receive NOC Hand-Off and

Customer Acceptance for hand-off to

billing.

. Provide support to internal groups

regarding contract price changes and order inquiries.

. Provide timely and appropriate

support to Senior Manager for weekly reporting and ad-hoc analysis.

. Interface with national Ethernet E-

Rate group to ensure E-Rate policy is adhered to pertaining to

billing.

.

ING Financial Services, New York,

New York

Telecom Billing Analyst/Call Accounting

Expert, June 2001 to August 2009

. Responsible for the processing of 100+ monthly

invoices consisting of approximately $4M for four groups

including Market Data, Technical Operations, Voice

Telecom Support and Network Services. Ensured a smooth-

running, efficient and cost effective operation.

. Maintained, tracked, reviewed and logged all invoices

ensuring accuracy, attention to detail and timely

payment of invoices. Closely monitored invoices and

allocated to appropriate department.

. Utilized PowerPoint to develop graphs reflecting

monthly accounts payable data for review by CIO.

Submitted all invoices to upper management for approval.

. Input a high-volume of data into Financial Inventory

Tracking System (FITS) database including market data

invoices for reputable vendors including Bloomberg,

Reuters, NYSE, Opra, etc.

. Interacted with a wide range of vendors. Researched

and resolved discrepancies; obtained pertinent

information; responded to inquiries and ensured timely

follow-up.

. Monitored and submitted monthly budget data to upper

management ensuring adherence to budget guidelines.

. Responsible for maintaining the Call Accounting

System consisting of 600+ employee phone extensions in

NYC office. Utilized Proteus database to track and

monitor incoming and outgoing call data. Logged all

calls and developed daily, weekly, and monthly reports

in preparation for submission to department heads;

created specialized reports as requested.

. Collaborated with telecommunication companies to

obtain updated tariff information and input into Proteus

database. Assisted call accounting system support

vendor in developing customized reporting and

applications.

. Served as a liaison for various departments including

Accounts Payable, Finance and IT.

TAD Telecom, Inc., formerly BCI (Bell Canada), New York,

New York

Chargeback Billing & Customer Service Manager, October 1998

to March 2001

Company was contracted by Citicorp International

Communications, Inc. to assume responsibility for

outsourcing their Chargeback Operations.

. Directed and managed all phases of a Chargeback

Billing Operation consisting of over $500MM annually for

Citigroups Voice and Data Telecommunications Products

including Audio, Video, Carrier Pass Thru, Ccmail,

CitiVoice, Executive Staff and Special Events (ESSE),

GTN (Global Telecommunications Network), GCN (Global

Communications Network), Lotus Notes, LAN Professional

Services (LPS), Lucent/Octel, Non-Enterprise LANs, North

American Desktop Computing (NADC), Site Support Credit

Cards, AT&T Solutions NSR/WAN, Worldwide Dial Service

(WWDS).

. Reviewed, analyzed and researched billing invoices to

ensure accuracy in the posting of expense codes,

accounts and surcharge billing; received, tracked and

distributed all log sheets from National Accounts

Payables for all Data and Voice Telecommunications

Products.

. Within recovery, responsible for the B&E Chargeback

Process consisting of $40MM and the MIS Chargeback of

$3MM. Successfully designed and implemented a

Chargeback Process procedure for the tracking of back-

billing charges adding an additional $110M to Citigroups

Recovery Budget.

. Interacted with vendors including MCI to coordinate

billing and current user information.

. Prepared monthly financial reports involving the

tracking and reconciliation of volume, costs and

chargebacks inclusive to all accounts/telecommunication

products.

. Managed the Chargeback Operation for eight Billing

Analysts and served as a liaison between firm and the

clients' National Accounts Payables staff. Responsible

for scheduling billing dates, verifying, processing and

submitting files. Created, loaded and maintained files

for the Bill Filter Database, CUBBS (Citigroups Users

Based Billing System) and Boris System.

. Within Customer Service, maintained databases to

track customer requests for information on Data and

Voice Worldwide Charges as well as Product Access

Database for Citigroup's products.

Citibank N.A./Citigroup International Communications, Inc.,

New York

Chargeback Billing Unit Manager - Citicorp Global

Information Network, 1992 to 1998

Billing & Customer Service Manager - Int'l Communications

Overseas, 1988 to 1992

Summary of Responsibilities:

. Managed all aspects of the recovery process involving

$500MM within the Citicorp Global Information Network

Recovery Budget. Prepared reports and provided

financial staff with all details regarding the Data and

Voice Telecommunications recovery process.

. Served as a liaison between Analysts and National

Accounts Payables to coordinate all phases of loading

and managing the billing and customer service aspects of

CGIN's Data and Voice Telecommunications Products as

well as the Telex Messaging and Global

Telecommunications Networks.

. Managed data collection procedures from the New York,

London, Hong Kong regions ensuring accuracy in the "hand-

off" of monthly billing information to internal systems.

Monitored the integrity of internal billing systems by

maintaining updates and changes to terminal operations,

passwords, tariffs, expense codes, accounts and software

levels.

. Provided other internal billing systems with monthly

tapes and diskettes. Researched discrepancies; tracked

and investigated charges not passed as well as providing

internal users with access codes and passwords for entry

into the Global Telecommunications Network.

. Developed, implemented and prepared monthly business

reports for upper management.

. Interacted with the Engineering Group to coordinate

the installation, relocation and disconnection of the

Telex Message Network on an annual basis.

Message Repair Operations Manager - Int'l Communications

Overseas, 1988 to 1988

Telecommunications Manager - Int'l Communications Overseas,

1979 to 1988

EDUCATION & Citibank N.A./Citigroup International Communications, Inc., New

York

TRAINING: Attended several In-House Training Courses

AT&T, New York, New York

AT&T Business Writing, 1990

Data I Communications Course, 1989

The Wood School - Business School, New York, New York

Business Diploma, 1979

Tottenville High School, Staten Island, New York

Academic Diploma, 1978

REFERENCES FURNISHED UPON REQUEST

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