Customer Service Manager

JEFFREY WADE HACK

OBJECTIVE

An industrious individual with a financial and customer service background that is driven by the desire for results along with the ability to adapt. Seeking the opportunity for a successful career with a solid and energetic company for the purpose of continuing education and career advancement.

EXPERIENCE

2014 – Present Level 3 Communications Broomfield, CO (Titusville, FL)

Senior Margin Assurance Analyst - Network Expense

Audit Vendor invoices – 10.8 Million in total dispute findings (contribution and non-contribution) for 2016.

Primary auditor for vendors Windstream, Zayo and Frontier, utilizing contracts audit tools. Also assisting in data validation for the creation of Circuit Inventory (CI).

Assist in maintaining CEP database. Disperse Contractual Reterms and Rerates to various team members for verification and dispute potential. Research and verify disconnects as well as create appropriate disputes.

Validate dispute potential from tickets in MAUI (DCO), Dispute Tracker and AMO Issues Tracker. Create valid disputes based on research or request for more information.

Responsible for all uploads into wMDT for AMO and other 3rd party vendors.

2013 – 2014 Beyel Brothers Crane and Rigging Cocoa, FL

Billing Manager

Entry of all charges for services into billing system from main office and 5 satellites.

Contract support to satellite offices regarding tiered pricing of orders for contracted clients such as FPL. Also support for customer contact regarding collection issues and future large scale projects.

Training and supervision of multiple team members on all aspects of billing system.

2007 – 2013 Level 3 Communications Austin, TX

CFS- Billing Analyst

Entry of recurring/non-recurring charges into various billing systems i.e. Prism, Kenan/Arbor and IXPlus, per individual order directed by sales.

Continuous support to sales regarding the corrections of orders in IQONS to facilitate a more efficient process of entry into the appropriate billing system. Also support for customer contact regarding billing issues and future billing cycles.

Maintained billing on 1 of the top 10 customers, GE Corporate and all their subsidiaries, averaging $1.4 million per month.

Training and supervision of multiple team members on all aspects of Prism billing system.

Internal company contact for BMG - Billing Entry for system migrations, particularly the Prism to Kenan and the Arbor to Kenan migrations. Lead for the UAT testing of the Prism migration.

2005-2007 Broadwing Communications Austin, TX

Billing Analyst/Billing Support

Responsible for investigating customer billing disputes for all of Broadwing/Focal customers. Verify voice and data usage via Prism software/database.

Approve or Deny for credits and/or debits based on research of signed contracts and work orders as investigated by various team members.

Training and supervision of multiple team members and contractors on all aspects of Broadwing/Focal dispute resolution.

Utilize RIMS, iRIS, Prism, Focus and Onyx to manage disputes and maintain daily correspondence and organization of various dispute cases.

Monitor incoming customer email box to open and assign disputes to the appropriate team for research.

EDUCATION

Auburn University Auburn AL Sep 1985 - Jun 1987

Associates in Mechanical Engineering

Seminole State College Sanford FL Jan 1988 - Dec 1989

Associates in Business Management

CERTIFICATIONS

Bellsouth Long Distance – Certified Marketer Program – 2002

National Association of Physician’s Operated Laboratories - 1997

Registered Medical Assistant - 1996

NPA Certification (Phlebotomy) – 1996

SKILLS

Capable of utilizing any and all of the following:

Arbor/Kenan – Customer Invoicing Database

BAM - Bill Trak Pro Analysis Module

BTOD – Bill Track Pro On Demand

Circuit Vision – Provisioning Management System

wMDT – Web Manager’s Desk Top

IQONS – Order Management System

IRIS – Work Order Entry Software

Lattis Pro

MS Office - Excel, Word, Access, PowerPoint

Onyx – Dispute Management System

OOV – Offnet Order Viewer

Oracle Business Intelligence

Prism - Customer Invoicing Database

VFO – Virtual Front Office

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