Manager Customer Service

MARY ELLEN BAZINET

**** **** ***** **** 401-***-****

Warwick, RI 02886 ************@*****.***

TELECOMMUNICATIONS TEAM MANAGER

A top-performing and award-winning Telecommunications Team Manager credited with more than 27 years of experience with major telecommunications companies and 15 years of experience developing, implementing, and managing complex projects within time and budgetary constraints. Combined team management with organizational leadership to deliver substantial revenue growth in highly competitive business markets. Strong expertise in providing facilities for new customers, analyzing and implementing new collections procedures. replacing Collections System (CS), and surpassing monthly goals. Highly accomplished in the ability to build and maintain relationships at all levels of the organization.

Areas of Expertise

Provide Facilities for New Customers

Improve Customer Experience

Training & Mentoring Coach

Manage HR Issues for Consultants

Team Leadership

Answer Consultant Questions

Identify Process Improvements

Resolve Collection Issues

Manage Collection Calls

Surpass Monthly Goals

Determine Customer Risk

Update Strategy Decisions

Professional Experience

NEW ENGLAND TELEPHONE, East Providence, RI 03/1987 – Present

Line Assigner

Identify and find facilities to provide service for new and existing customers.

Provided facilities for new customers.

ACCOMPLISHMENT

Achieve monthly goals and received Ovation awards for two years.

NEW ENGLAND TELEPHONE/BELL ATLANTIC, Providence, RI 06/1989 – 01/1998

Team Manager/Customer Service Representative

Managed collection calls and outbound activities.

Operated customer takeovers as well as answering consultant questions.

Served as Training Coach and Assistant Supervisor for new incoming consultants.

ACCOMPLISHMENTS

As Customer Service Representative, achieved monthly goals and received Ovation awards for each month.

Team Manager of consultants, scheduled their time and vacations.

Administrative Manager for HR issues for consultants.

BELL ATLANTIC/VERIZON, Providence, RI 01/1998 – 11/2002

Team Leader/Staff Consultant

As Team Leader, responsible for 12-15 consultants monitoring their daily tasks, weekly observations, and monthly results.

Liaised with NE field in New York upon completion of NE centers.

Supported field issues as well as maintaining and updating strategy decisions for Collection System (CS) to create collection strategies to meet business priorities.

Single point of contact for all production/process issues and assuring issues are resolved in a timely manner.

ACCOMPLISHMENTS

Analyzed current collections procedures and strategy development in conjunction with OCP for new collection platform, designing, testing and implementing the CS.

Developed and designed reporting system that replaced all vendor systems in Verizon.

Replaced CS as project lead in 2000. Responsible for all aspects of Project including writing requirements, testing new system, and implementation of new system.

Developed methods and procedures to provide communication to the field client any change in the collection process.

Assured that all regulatory mandates are complied with through the live collections process, and that any new initiatives outside of Collection Department are incorporated with the collections process as well.

Analyzed and identified process improvements to the current collection practices in the field and developed and designed new procedures/system enhancements to increase efficiencies.

VERIZON, Providence, RI 11/2002 – 12/2014

CSLT-Credit/Collections

Supported and maintained the CS; added and maintained all System Administrative functions, i.e., action codes, letters, and classes; added and maintained the Treatment Exception on accounts to ensure that accounts are removed from the collections process due to billing or payment issues.

Tested User Integration for any projects that impacted the CS; tested for any Projects that impacted CS for all User Integration.

Posted, implemented, monitored system enhancements and new project functionality, focusing on identifying issues impacting call centers, and ensuring timely resolution of any issues identified.

Participated in bi-weekly calls with Directors and Managers concerning CS issues impacting on-lines and improved the customer experience.

Ensure yearly audits are performed in order to adhere to the Sarbanes Oxley regulations.

Adhered to the Verizon Security guidelines and the Sarbanes Oxley regulations by ensuring the timely execution of additions and removals of employee access to the CS, and that the proper levels of access were applied.

ACCOMPLISHMENTS

Managed trouble tickets with IT Department; facilitated weekly meetings to review issues impacting the CS to determine resolution timeframe and priority of issues.

As Project Lead, replaced collection engine for all states; project lead for all requirements, system testing, implementation and training for field; replaced CS for all states.

Provided daily interaction with field and IT.

Determined customer risk when determining eligibility for payment extensions; assisted in development of the Risk Assessment Tool for the footprint used to determine customer risk when determining eligibility for payment extensions on an account.

System lead for the Regulatory mandated Bucket projects for Virginia, DC, Pennsylvania, New Jersey, Massachusetts, Maine and Vermont.

Received Ovation awards for projects on Director’s recommendations for 12 years as Project Manager, and received 4 Ovation awards for related projects.

Education

Courses – Communications, English Composition, Business Analysis, University of Rhode Island - Kingston, RI

Memberships

St Francis School Board

The Prout School Board

Warwick Junior Hockey League

Warwick Continental Little League

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