Financial and Subscriber Analytics, Sales Operations Professional

CINDY NELSON

678-***-**** • Alpharetta, GA • ******@*****.*** • https://www.linkedin.com/in/cindynelson30004

Financial Analytics & Sales Ops Professional

Results-oriented, with significant analytical experience supporting Sales, Finance/Accounting and Marketing organizations, including 15 years in telecommunications. Proven ability to manage and prioritize multiple projects in demanding and changing environments, exhibiting flexibility and drive to meet deadlines with a reputation for thoroughness and fact based analysis. Effective communicator across all levels of the organization.

Data Analytics/Performance Metrics Sales Productivity Support Key Insights Identification & Presentation

Ad Hoc Reporting and Analysis Monitoring Quota Coverage Effective Data & Process Validation

Segmentation/Customer Profiling Budgeting/Forecasting/Trending Excel Business Modeling

Meticulous Attention to Detail Internal Audits and Controls Proactive Approach

Establish Credibility w/ Key Clients Strategic Relationship Building Customer Experience Focused

CAREER AT A GLANCE

Diverse Technical Skills

Tableau; Teradata SQL Assistant; Telegence (AT&T Mobility Billing System); MS Excel/Access/PowerPoint/SharePoint; TOAD for Data Analyst; Service Mgmt. Gateway (industry “clearinghouse”); Business Objects; SAP, Siebel, Oracle General Ledger, custom made G/L systems; and Hyperion ESSBASE

Supporting Sales and Financial Performance

Supported Field Sales Managers with customer and product level forecast vs actual detail; assessing risk and possible fallout during each quarter; taking initiative to drive complex sales orders through the process, maximizing revenue to achieve or exceed sales goals.

Research and Reporting Expertise

Recognized throughout the enterprise to provide same day turnaround on ad hoc reporting requests, supporting national marketing organization and providing performance reporting seven days a week to a large corporate audience.

Error and Cost Reduction

Drove down error rate for porting transactions allowing AT&T to consistently achieve the fastest Speed to Confirm metric in the industry while additionally achieving reduced head count at call centers. Partnered with Finance, Billing, Billing System IT, and Reseller Marketing groups to resolve billing errors and reseller disputes to drive collection of accounts receivable.

PROFESSIONAL EXPERIENCE

AT&T MOBILITY, Atlanta GA 2001 to 2016

Sr. Marketing Manager, Marketing Advanced Analytics – AT&T (2013 to 2016)

Performed marketing analytics to better understand consumer purchasing behaviors. Identified churn risk and mitigation opportunities. Used Tableau and SQL, created dashboards to illustrate insights.

Deep Dive Analytics and Market Trending: Developed detailed analysis of porting (phone number portability) and mobility churn rate utilizing data from numerous sources. Translated analysis into actionable intelligence and communicating results for executive readouts and to Marketing and Finance leadership.

Quantified Impact of Competitor Offers/Promotions: Performed trend analysis to source data for in-depth customer profiling including data usage characteristics, device portfolio, monthly recurring charges, billing overages, business segment, network performance, and competitive pressures.

Identifying Opportunities for Improvement: Created and published Pre/Post promotional analytics for mobility porting that visually illustrated porting pressure by competitors. Evaluated pain points for AT&T after competitor promos launched.

Managing and Pulling Data: Collected, analyzed, and distributed daily/weekly/monthly reporting packages on customer porting behavior, a key driver of mobility churn, to executive leadership and a very wide corporate audience in excess of 300 people.

Executed Comprehensive Ad Hoc Analysis: Supported regional Customer Lifecycle Management Marketing teams with key insights for Executive Operational Reviews and ad hoc data requests.

Sales Operations Manager, Local Number Portability Sales Performance – AT&T (2004 to 2013)

Communicated Change Management and Project Management initiatives from inception to completion of project launches and system upgrades. Developed business requirements, UAT and post production testing, monitored tool functionality and drove resolution of issues/enhancements from the business perspective.

Partnered with IT: Developed automated reporting tool utilizing industry porting data; providing sales personnel self-serve access to telephone number level porting transactions.

Communications to Leadership and Communities: Provided system outage and status to user community. Wrote instructional materials, conducted virtual hands-on learning sessions driving adoption of the reporting tool.

Drove Process Improvement: identified/categorized over 200 types of processing errors in the porting process. Designed daily porting error tracking that facilitated targeted error reduction efforts. Conducted weekly strategy calls with stakeholders (LNP Operations, Call Centers, and IT).

Reporting and Analysis: Built ad hoc reports, tracked subscriber movement to other cell phone providers for various business perspectives requested by multi-levels: C-Level and senior operational/field management.

Data Steward and Liaison: Established and managed team SharePoint site and Documentum data repository while overseeing the data analytics for the LNP Operations team.

Worked Collaboratively: Partnered cross-functionally with Marketing, Finance, Sales, Customer Service, Networking and IT; driving resolution of business problems related to porting.

Sales Operations Financial Analyst, Compensation & Incentives – AT&T (2002 to 2004)

Supported development, design and delivery of the corporate compensation plan for the retail, business and national distribution channels. Directed two high-performing Analysts – overseeing report creation for quota level, attainment, incentives, and reward/recognition programs. Analysis/trending at employee, management, market, and channel & product levels; providing ad hoc reporting as requested by executive leadership.

Investigating Compensation: Interactive communication with Sales, Sales Operations, HR, IT, Finance; to ensure quotas were set accurately and compensation paid correctly. Initiated salary adjustments to resolve discrepancies.

Course Development: Wrote training materials for the delivery of the corporate compensation plans, including communication of changes to previous plans.

Sr. Financial Analyst, National Reseller Revenue Operations – AT&T (2001 to 2002)

Recruited to directly support revenue stream maximization in the mobility reseller channel. Established account level reporting to facilitate aggressive collection efforts with WorldCom, Tracfone, and smaller Resellers. Efforts reduced aging of receivables to 60 days from in excess of 150 days.

Resolving Million Dollar Billing Disputes: Over $1 million in disputes were resolved each month resulting from efforts made to resolve billing system errors, manage reseller disputes; ultimately driving reseller accountability.

Analyzed Reseller Revenue Stream: Developed aging tool in Access to assist collection and provided executive reporting with trends in revenue, receivables, subscriber counts, and profitability.

STORAGE TECHNOLOGY, INC., Norcross GA 1997 to 2001

Sr. Revenue Accountant, Revenue Recognition Department

Responsible for revenue and cost recognition/accounting for over $100 million of annual sales (hardware, consulting solutions and service contracts) in accordance with SAB 101 and SOP 97-2.

General Ledger: Recorded revenue, cost, warranty, reserves, deferrals, amortization, and lease renewals and repurchases. Reconciled and analyzed balance sheet accounts. Prepared compensation profit & loss statements.

Resolving Revenue Recognition: Identified revenue issues with managers and directors in Finance, Marketing, Commissions, Legal, and specific product groups.

Developed educational materials and trained nine Accountants on internal and external revenue recognition policies and SAP procedures.

PROFESSIONAL DEVELOPMENT

Successful completion of Leading with Distinction curriculum (2010 – 2016); SQL Advanced Querying Training (2008); SQL Fundamentals of Querying Training (2008); Microsoft Access - Level 2 Training Class (2005); Dale Carnegie "Breaking Through to Success" (four-month course at Cingular Wireless, 2002)

EDUCATION

PURDUE UNIVERSITY

Bachelor of Science in Finance and General Management

Graduated with Honors (Top 10%), Member of Beta Gamma Sigma, International Honor Society

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