Customer Service Management
Resume:
Michelle Edmunds
*********@**.***
Seasoned Mobility & Telecom Expense Analyst specializing in wireless bill review &
optimizations, business analysis and enterprise mobility
Expertise: MDM (Mobile Device Management) - TEM (Telecom Expense Management) -
Wireless, Voice, & Data billing - Billing systems - Carrier Invoicing - Wireless
provisioning & support - GL/Cost Centers/Allocations - Vendor & Contract Management
- Inventory Management - Policy & Process creation and improvement
Profile and Value
Supported the wireless needs of the customer to include activation of new service,
suspending / cancelling of lines, device replacement, billing issues, auditing of accounts,
and optimization of plans for 380+ branches.
Exhibits a high level of customer service to both internal and external customers showing a
strong work ethic and a never quit attitude while thriving in a high-performance team
environment.
Developed a critical eye for detail combined with an ability to effectively demonstrate
strong organizational, prioritization and communication (verbal and written) skills.
High degree of professionalism with the ability to deal sensitively with confidential
material.
Experienced with the following TEM Systems: OneSource, VeraSmart, Tangoe, and CASS.
Experienced with the following HR Systems: Bullhorn, HR Smart, RecruitMax, and
Resumate.
Proficient with MS Office along with strong PC skills.
Professional Experience
Calero Software (Contract position through AccounTemps)
TEMS Operations Analyst - October 2014 to present
Provided critical support and management of customer (client) wireless / wireline carrier
invoices to include ensuring the invoices are received and loaded, allocated charges, and
resolved any invoicing / billing issues with the carriers.
Executed customer requirements for GL Coding and cost allocations.
Reviewed all pending invoices for assigned customers to determine whether such invoices
are appropriate for payment in keeping with both Calero’s and Customer’s requirements.
Served as an escalation resource for Invoice Processors in the performance of their duties.
Assisted Invoice Processors in identifying solutions to clear exceptions on pending invoices
and resolve outstanding issues.
Facilitated resolution with client and carriers for broad range of Telecom Invoice processing
issues.
Maintained the highest quality customer service standards and attitude.
Communicated in a professional and businesslike manner to entire organization as an
advocate for the client.
Acquired and maintained expertise on Telecom Expense Management System.
Developed Customer Documentation training manual for my position to be used by current
and future team members.
Tangoe, Inc. (Contract Position through Internal HR Department)
Associate Client Service Analyst - October 2013 to April 2014
Provided critical support and management of customer (client) wireless / wireline carrier
invoices to include ensuring the invoices are received and loaded, allocated charges, and
resolved any invoicing / billing issues with the carriers.
Executed customer requirements for GL Coding and cost allocations.
Reviewed all pending invoices for assigned customers to determine whether such invoices
are appropriate for payment in keeping with both Tangoe’s and Customer’s requirements.
Assisted Invoice Processors in identifying solutions to clear exceptions on pending invoices
and resolve outstanding issues.
Facilitated resolution with client and carriers for broad range of Telecom Invoice processing
issues.
Maintained the highest quality customer service standards and attitude.
Communicated in a professional and businesslike manner to entire organization as an
advocate for the client.
Acquired and maintained expertise on Telecom Expense Management System.
Optima Service Solutions (Contract Position through Internal Manager)
Recruiting Specialist - August 2013 to October 2013
Contacted potential installer / tech using materials and tools provided, clearly
communicating the needs, requirements.
Followed up in a timely manner with installer/tech regarding return of paperwork.
Communicated potential installer / tech pricing and other issues to the Recruiting Manager.
Rollins, Inc. (Contract from May 2011 to December 2011 through Paramount Staffing before going
permanent)
Telecom Analyst - May 2011 to February 2013
Collaborated with major carriers on behalf of end users to assist with account changes,
password resets, arrange replacement of devices when needed, and billing errors.
Became a technical expert on various telecommunications products and services.
Served as a subject matter expert on cellular products and services to our customers.
Analyzed the needs of the customer and recommended appropriate device, plans, or
optimization of current plan.
Processed cellular orders as well as verifying any moves, adds, changes, and
cancel/suspension requests from customers.
Ensured that all client milestones and deliverables were met in a timely manner, including
time-sensitive moves.
Maintained inventory of each customer’s circuits and devices, including full change history
and transaction records.
Resolved any billing issues customers had to include requesting credits be issued to proper
customer location from the accounting department or the vendor.
Tracked credits and disputes from inception through resolution using Remedy ticketing
system.
Reviewed contracts for terms, conditions and rates.
Responsible for all MACD activity in the Southeast area for mobile devices across our
account; 13000+ devices
Responsible for all MACD activity in the Southeast area voice & data circuits on our
accounts; 3000+ LOS
Attend trainings, events, vendor meetings and other functions focused on telecom.
Provide yearly reporting to cost centers, managers, and individuals for P&Ls.
Developed Methods and Procedure training manual for my position to be used by current
and future team members.
Sony Ericsson (Contract Position through Peak Resources)
Compression Support Administrator - December 2010 to April 2011
Extracted data from several databases to include Hapro, Go Get, and Remedy to input into
an Excel spreadsheet to be imported into SAP at a later date.
Alpharetta First United Methodist Church
Receptionist - March 2010/ December 2010
Answered phones which consisted of up to 25 lines.
Greeted members, non-members, and vendors as they entered office to sign in.
Handled incoming / outgoing mail, including packages from FedEx and UPS.
Worked with various departments on projects as needed.
Various Staffing Agencies in the Atlanta Metro Area
Sr. Recruiter - June 2003 to January 2010
Maintained a steady pipeline of active and passive candidates within their core
competencies.
Wrote enticing and detailed job descriptions to place on job boards in order to attract
candidates.
Sourced internal and external databases to identify qualified candidates, as well as built
and maintained networks to find qualified candidates.
Reviewed resumes for appropriateness of experience and knowledge in relation to position
requirements.
Conducted prescreening and behavioral interviews to evaluate whether applicants meet
position requirements.
Communicated with hiring managers and field employees regularly to establish rapport,
gauge morale, and source new candidate leads.
Executed background / reference checks of potential new hires.
Maintained all pertinent applicant and interview data in the Applicant Tracking System
(ATS).
Developed and maintained an effective working relationship with account executives and
management.
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