WENDY ROSALES

Los Angeles Metro Area (*****) ad0zwp@r.postjobfree.com

562-***-**** linkedin.com/in/wendy-rosales-938804168

CUSTOMER RELATIONS & OPERATIONS PROFESSIONAL

Experienced customer relations and billing specialist with over 10 years of demonstrated experience delivering consistent results, leading, and motivating teams, minimizing risk, and streamlining operations in billing and financial services. Expertise in analyzing billing disputes, resolving internal and external escalated issues. Recipient of 4 customer service awards and leadership acknowledgment. Core competencies include:

Financial Analyst Customer Service Billing Investigation Vendor Management

Managers Support Production Improvement Compliance

PROFESSIONAL EXPERIENCE

Talley/Apple One Contract Position February 2023 - June 2023

Program Coordinator

Provided sales support services for Program utility construction customers and built customer relationships by establishing Talley as the distributor of choice and maximizing selling opportunities and best practices.

Account Management

Managed assigned markets’ forecasts to ship by the required dates.

Identify material issues and analyze data related to distribution.

Update and maintain assigned customer excel spreadsheets and forecast sites (Shipped/Picked-up, Printed, Complete, BO excel reports ETAs on a timely basis.

Process Quote Requests, Purchase Orders and Sales Order Releases in line with customer service level agreements.

Process customer-owned inventory Purchase Orders and Sales Orders and coordinate releases with Talley material releases.

Manage Will Call appointment and shipment email notifications.

Ensure Purchase Orders match the Sales Orders,

Facilitate market calls and mail list maintenance.

DIRECTV/AT&T, El Segundo CA 2002 – 2023

Senior Credit Finance Analyst April 2022 – January 2023

Managed AT&T & DIRECTV unauthorized credit inquiries and served as dispute resolution specialist.

Served as liaison between new international call center vendors and the company.

Brought resolutions to escalations that required investigative work and collaboration with numerous colleagues. Achieved a 95% customer satisfaction rate.

Demonstrated familiarity with Public Authority, SLA Monthly Excel Reports, and other job-related reports.

Revamped the training manual and trained the call center agents.

Demonstrated ability to take initiative and accountability for the accuracy of information and for achieving results.

Project management to assist team meet goals.

Investigative Analyst II June 2009 – April 2022

Led external/internal customer escalations and alert removals, including Better Business Bureau, Office of The President, Legal, and Asset Protection.

Used SAP to provide factual and timely assessments summarizing the results of the investigation.

Brought resolutions to billing dispute escalations that required investigative work and collaboration with numerous colleagues. Achieved a 95% customer satisfaction rate.

Maintained and updated files, records, excel spreadsheets and databases.

Served as liaison between new international call center vendors and company.

Researched and analyzed an average of 200 consumer disputes per week regarding credit inquiries.

Reduced dispute handling time from 1-2 months to providing resolution in 1-2 weeks.

Managed all unauthorized credit inquiries keeping the company in compliance and minimized risk.

Managed internal and external client relationships to achieve goals related to ID theft matters. Implemented new policies resulting in saving the company $100,000 annually.

Managed end-to-end outsourcing vendor relationship with the mail service provider, including invoice approval and reconciliation. Initiated new policies resulting in saving the company $60,000 annually.

Assisted the Copy Right Infringement program with researching unauthorized streams and ensured that customers complied with AT&T policies.

Investigative Analyst II June 2004 – June 2009

Researched and investigated fraudulent activity related to DIRECTV.

Provided factual and timely assessment based on findings, summarizing the results of the investigation.

Brought resolution to debt collection calls, including updating collection agencies using different systems.

In a quality control effort, Recovery Kits be sent to customers, allowing the recovery of DIRECTV’s equipment, and reducing the company’s loss.

Traveled to Alabama in 2006 to train Customer Service Representatives in the Call Center.

Investigative Analyst II, Legal Department October 2002 – June 2004

Investigated websites for piracy and formed cases to facilitate legal action.

Maintained and updated files, records, and databases.

Reviewed Commercial fraud, looking up locations on real estate websites and Google Earth

Maintained daily quota.

Served as assistant to lead investigator.

Customer intake for case

EDUCATION

Undergraduate Studies in Business & Commerce

Cerritos College, Norwalk CA

TECHNICAL KNOWLEDGE

MS Office Suite

SAP/Ariba

Prelude

Sales Force

Power BI Business Tool

Teradata/SQL

Oracle/VLOOKUP

ERP

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