Manager Customer Service
Resume:
Brenda Schmidt
Mount Horeb, WI 53572
*********@****.***
Work History:
TDS - Manager, Order Processing and Fulfillment 2006-2009
Madison, WI
Manage teams for ordering and removing phone services. Worked with
external vendors to trouble-shoot issues and resolve in a timely manner for
customers. Manage the team to the budget. Provide read outs and
presentations for peers and leadership on progress for process improvement
and ensuring staffing levels match demand for orders. Work with IT staff
to write requirements, test conditions and implementations processes for
system enhancements.
TDS Associate Manager - Order and Billing 2004-2006
Madison, WI
Focused on residential ordering and billing of phone services. Ensured
proper staffing level for seasonal work flow changes. Manage performance
issues and work with Human Resources staff. Identified areas for process
improvements.
TDS Associate Manager - Billing Projects 2001-2004
Madison, WI
Build requirements that meet industry rules and regulations for system
enhancements. Worked with IS teams to ensure requirements were understood,
coded, tested and implemented correctly and in a timely manner.
TDS - Message Assembly and SABRE Billing 1996-2001
Madison, WI
Daily monitoring and correction of issues with processing of call records
for telephone billing.
CUNA Service Group 1993-1996
Madison, WI
Help Desk representative for internal staff on our billing platform.
Worked on system issues, documented service requests to be reviewed by the
vendor. Build test conditions, test implementation of the changes. Assist
users with the use and functionality of the billing system.
MiCard Services 1991-1993
Madison, WI
Customer service representative handling customer calls regarding questions
on their credit card bills.
Education:
DeForest High School, DeForest, WI - High School Diploma
UW Madison, Madison, WI - Bachelor of Arts
Edgewood College, Madison, WI - Masters of Business Administration
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