Operations Manager Sales

GENEVIEVE CARUSO· 973-***-****

********@*****.***

Experienced Professional in Operations/Process/Training Management with over twenty years B2B experience. Business acumen SME, with excellent written/verbal communication skills with years of Leadership experience.

EXPERIENCE

JULY 1ST, 2018 – MARCH 16TH, 2022

SALES OPERATIONS MANAGER, AT&T (REMOTE)

Sales Operations Manager - CS&O US Program Management Office. Created daily coverage schedules, provided insight and guidance, system training for all team members. As well as provided onboarding and training for all new team members. Managed multiple workflow queues and assignment queues for standard and custom contracted opportunities within and outside of the CS&O Organization, including Consulting.

Provided day to day leadership/mentorship, operational support for a team of 12-30 Program Managers facilitating nationwide coverage of B2B contracts submitted from multiple Sales organizations. Sole SME and POC for all financed contracts, including invoicing set-up for lifecycle installments. Liaison to AT&T Capital Finance Organization, for contract review, account and billing set up as well as invoice customization if required.

Collaborated with NI/Consulting to define contractual billing and expense requirements for all Sales opportunities. Ensured adherence to AT&T’s strict processes, compliance codes & tax regulations. Maintained/created operational processes and job aids. Remediator of all customer disputes, along with disputes regarding Vendor Management.

Liaison with Product Marketing teams to develop operational processes, including contract intake and operational/billing workflows, for all new Sales offers (MI, VMWare, IOT, IBM Cloud etc.; Sierra Wireless, Cisco; Cradle Point). POC for internal finance department to facilitate SKU creation as well as billing locations within the internal invoicing platform. POC and SME of overall revenue operations and processes. Communicated monthly revenue results and expense results reporting processed through CS&O to key stakeholders and Leadership.

APRIL 15, 2013 – JULY 1ST, 2018

SENIOR REVENUE OPERATIONS MANAGER, AT&T (REMOTE)

Team Lead managing day-to-day operations of Mobility Deal Enablement (MDE) and India Work Center (IWC) billing resources.

Create daily coverage schedules, provide insight and guidance, ensure billing processes are followed, and provide up-to-Date process, system training.

Manage multiple work queues and assignment queues for standard and custom contract deals within and outside of NI (Network Integration).

Validate all billing transaction records prior to invoice hand-off to the team to ensure accuracy, delegation to the correct billing location for revenue management.

Provided operational support and point of contact for all operational and billing escalations.

Sole SME and POC for all Capital Finance contracts, including invoicing set up for lifecycle installments.

Direct liaison to Capital Finance, for account and billing set up as well as invoice customization set up if required.

Collaborate with NI and other outside organizations to define deal billing and expense requirements.

Create and process deal billing and expense records, ensuring adherence to quality standards and MDE processes.

Communicate deal revenue and expense reporting processed through MDE to management and stakeholders.

Liaison with Product Marketing teams (IOT, MobileIron, VMWare, IBM MaS360) to develop LBGUPS process, including MDE deal intake and billing, for new offers. Maintain MDE intake and billing process and procedures for all Products and Services. Promoted to 2nd Level Manager of Sales Operations July 2018 (Contractor for Randstad in same role since 2011, hired directly by AT&T in April of 2013).

EDUCATION

Humanities High School, 88

SKILLS

Team Leadership

Project Planning

Vendor Management

Process Improvement/creation

Revenue Management, reporting

Business Management - Operations

RECOGNITION

AT&T: High Fives (7 total), 2013 AES Spot award, 2014 MSS Mobile Award, 2014 AT&T Customer Rules - Do It Right MSS 3Q14 MOBILE Award, iSPOT Award! (3) -2015, 2016, 2017, NI Above and Beyond Award 2017. Promoted to 2nd Level Manager of Sales Operations July 2018. Let’s RecogNIze Outstanding performance reward 2019/2020. AT&T Service Excellence Award 3rd Qtr 2021.

*References available upon request.

Contact this candidate