Project Management Customer Advocate

* * * * *

AMANDA S MORALES

***** ********* **** *******, ** 32837 M: 407-***-**** Email: *****************@*****.*** Leadership Project Management Client Satisfaction

Collaborative leader with dedication to partnering with co-workers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Expertise in driving superb client satisfaction by understanding client needs and developing tailored solutions; related to their billing/collections needs.

Ability to prioritize, manage, and deliver on multiple large projects simultaneously.

Able to prepare and analyze data, evaluate industry & market, and recommend improvement plans to services/products, ensuring profitability and continuous revenue growth.

Unparalleled strategic planning, critical thinking, and problem-solving skills with entrepreneurial attitude towards challenges, ability to manage in fast-paced environments under pressure.

Leader that cultivates a positive team environment with peers and senior leadership to drive growth & retention of business, while positively impacting customer satisfaction.

Strong verbal/written communication, reporting, and executive presentation skills, able to foster effective relationships with senior executives.

Bilingual

CORE SKILLS AND COMPETENCIES

Leadership System Integration Critical Thinking

Customer Advocate Conflict Resolution Team Building Problem Solving Project Management Data Driven

Communicate to Engage Dispute Resolution Strategic Thinking PROFESSIONAL EXPERIENCE AND ACHIEVEMENTS

AT&T Billing Assurance Team

Title: Associate Director- Financial Systems January 2009 – Present

• Provide leadership and set strategy for the customer billing process to maximize the effectiveness, accuracy, and delivery of billing information.

• Manage team of 8 Billing Managers supporting over $150B in revenue

• Provide customer escalation support to bring disputes and collections to resolution.

• Create process improvements to meet my customers’ needs and eliminate process gaps using big data and power bi analytics.

• Effectively provide root cause analysis to senior leadership

• Face to the customer and customer advocate for all segments of the business including Mobility and Data Services

• Provide coaching and career development to staff

• AI support and design

• Provide leadership support for State/ Government accounts

• Organization lead for employee satisfaction improvements

• Trained and developed department leaders and management staff for specific projects and operational needs

• Contract negotiations and response support for sales and service teams

• Contract review for billing compliance on corporate and State/Government accounts

• Project Lead for internal Automation and system retirement projects

• Project Lead for ServiceNow integration

• Lead for organization integration with back-office staff to provide support for Billing relationship managers

• Drive improvements for overall customer experience 2 P a g e

AMANDA S MORALES

14435 Windchime Lane Orlando, FL 32837 M/: 407-***-**** Email: ******@***.*** AT&T Middle Markets Sales

Title: Field Service Manager March 2002 – January 2009

• Provide leadership and set strategy for the customer billing process to maximize the effectiveness, accuracy and delivery of billing information

• Manage end to end customer billing experience, including bill verification, invoice tracking/resolution with internal/external suppliers, error management and correction, customer/bill investigation, project management and inquiry processes

• Create process improvements to meet my customers’ needs and eliminate process gaps.

• Manage compensation reviews for Sales partners by preforming validations of invoices for accuracy AT&T Service Management

Title: Customer Project Manager October 1999 – March 2002

• Worked directly with Ordering and Provisioning teams to implement portfolio of services for sales partners

• Provided design support to signature clients

• Facilitated test and turn up of network services

• Subject Matter Expert in call feature design and implementation

• Provided training to team members on call feature and network design

• Provided implementation of local services

AT&T Middle Markets Sales

Title: Account Executive November 1996 – October 1999

• Managed portfolio of 200 signature clients

• Identified new business opportunities through cold calling, networking, marketing and prospective database leads

• Generated reports detailing various metrics and account information

• Created periodic reports comparing budgeted costs to actual costs

• Developed plans to enhance overall business growth while protecting revenues of the company

• Generated revenue of over $120k for the Middle Markets division EDUCATION

Associate of Science: Business Administration 1994-1996 York College of the City University of New York

Bachelor of Science: Business Administration University of Phoenix 1996-1999 University of Phoenix, Tempe, AZ

Completed 500+ courses in corporate leadership, business acumen, agile, strategy & performance Top 3% of Finance Organization for Performance and Leadership 2019-2021

Contact this candidate