MARIA VASILAKIS

Salem, MA *****

978-***-**** ad3t07@r.postjobfree.com linkedin.com/in/mariasvasilakis

SENIOR BILLING OPERATIONS ANALYST

Highly experienced professional leading all aspects of client invoicing. Managed and improved billing operational efficiency and accuracy. Strong background in project management, process improvement, data entry and quality control. Excellent communication skills and attention to details, creating a culture of service for coworkers and clients. Identify areas needing improvement and rally teams to bring projects to completion.

SKILLS & PROFICIENCES

Project Liaison Report design and development Quality Assurance Data Analysis Problem Solving Team Development and Training ProDiver NetSuite Salesforce Microsoft Office: Word, Excel, PowerPoint, Outlook, Teams

PROFESSIONAL EXPERIENCE

NAVISITE, Andover, MA 01/2004 – 11/2023

Managed cloud service provider, database services, data analytics, compliance and platform services.

Senior Billing Operations Analyst (2006 – 2023)

Worked with internal technical teams to develop a new billing system that better handled the complexities of the company's services more accurately.

Managed the accuracy of over 1000 monthly invoices by analyzing reports to identify potential system issues before finalizing invoices to meet strict monthly deadlines.

Managed customized customer billing requirements as well as manually adding usage and hourly time for services that were not automated. Manually added data to various systems and databases.

Prepared and evaluated monthly billing reports for management.

Drove operational excellence by establishing, documenting and continuously improving billing procedures and processes.

Continuously identified areas of improvement and drove policy changes by collaborating with Finance, IT, Sales, Order Processing and Collections Teams.

Managed multiple billing integration projects related to company acquisitions.

Billing Issues Specialist (2004 – 2006)

Hired as part of a temporary three-person task force to troubleshoot systemic billing process and quality issues and to develop better billing practices for the billing team.

Reviewed client billing disputes and conducted full contract reviews to restore accounts to client satisfaction.

Discovered over $1M in unbilled revenue that spanned back several years.

Hired permanently within the first year to take over the company’s client invoicing.

GROOVE NETWORKS, Beverly, MA 12/2001 – 09/2003

Specialized in productivity software allowing multiple users to collaborative simultaneously on computer files.

Technical Support Engineer (2001 – 2003)

Worked with clients via phone to troubleshoot software useability issues.

NAVISITE, Andover, MA 05/2000 – 10/2001 Managed cloud service provider, database services, data analytics, compliance and platform services.

Technical Account Manager (2000-2001)

MARIA VASILAKIS 978-***-**** ad3t07@r.postjobfree.com Page 2

Project liaison between clients and internal teams to coordinate all aspects of building and maintaining web hosting and eCommerce environments.

FTP SOFTWARE, Andover, MA 02/1990 – 05/2000

Provided software solutions to connect information across internet protocol networks.

Technical Support Escalation Engineer (1997 – 2000)

Tested, duplicated and resolved client support issues escalated from Front-line support.

Provided Front-line engineer training.

Front-line Technical Support Supervisor (1995 – 1997)

Managed a team of 15 Front-Line Support Engineers.

Managed 3 Technical Support Department Receptionists.

Implemented the company’s first ACD system for the Technical Support Department.

Front-line Technical Support Engineer (1992 – 1995)

Provided technical support to clients via phone, email and on-site.

Front-line email Technical Support Engineer (1991 – 1992)

Provided technical support to clients via email.

Technical Support Department Receptionist (1990 – 1991)

Answered calls routed to the Technical Support Department and distribute to Front-line Engineers.

EDUCATION

BLA, Endicott College, Beverly, MA

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