Customer Service Analyst

Joni Granda

**** **** ****** ******, ** *****

************@*****.*** - 303-***-****

I am very proficient in evolving technology’s, backed by 22 years of telecom, 9 years of Manufacturing and 9 years of business-related functions. Specialties in account auditing and reconciliation, software analysis, system migrations, all business related functions relating to collections and revenue assurance, system analysis and best of all internal and external customer service. I was 2016 Top performer for the former employer Level 3, for migration of twtelecom’s usage billing data to a new Level3 rating/billing system. I am a self-starter and have a strong dedication to quality, service, integrity, communication and effective leadership.

QUALIFICATIONS SUMMARY

Account Auditing and account reconciliation on 323,000 accounts

System Migrations, 5 major system updates and version changes

Main Migration software is LavaStorm (brain script) using a set of 150 runnable queries which I created, to associate, update, test/verify and input telephone numbers into the rating system. This has been run daily, maintaining 2.5 Million a month in revenue by myself and this has been maintained for over 5 years.

Software analysis, system analysis, documenting corrections and changes.

Worked with users to collect and change requirements as needed.

Scrum Master, organized multiple projects to meet tight deadlines.

Collections and Revenue assurance duties

Data entry in the form of building and maintaining billing for usage rating, very detailed

Reporting on customers and existing business for product related sales.

12 years of Analysis in billing, revenue assurances, auditing and usage rating

Directly responsible for root cause analysis, in many areas including the resolution of billing/system issues

Exceptional reputation providing internal and external customer support

Creative problem solving, involving multiple departments to solve issues

Excellent written and verbal communication

Proven ability to work independently or in a team environment

Efficient, positive, and self-motivated attitude

Developed training and increase communication to increase quality

SKILLS, KNOWLEDGE, & ABILITIES

Proficient in LavaStorm (Brain script)

Intermediate in Oracle based tools

Intermediate Oracle based table maintenance

Intermediate in Jira

Intermediate skills in Excel

Strong documentation and organizational Skills

Critical and precise decision making

Proficient in Access

Scrum Master

Familiar with Outlook, Teams, webex and Zoom

Customer service oriented for both internal and external customers

Direct review of contracts and ICB’s to determine corrections

Work interdepartmentally on processes and effective communication as needed to keep departments aware of issues.

EMPLOYMENT

CenturyLink Littleton CO Oct 2016 to Present

Sr It Systems Analyst and Mediation 2

Level3 was purchased by Centurylink

System Analyst, Account Correction, System Maintenance, Gateway enhancement, Team Coach, auditing and revenue assurance

Level3, Lone Tree. CO

Sr Software Analyst Nov 2014 to Oct 2016

twtelecom was Purchased by level 3

System Migration, account synch, Account Correction, System Maintenance, billing maintenance, disputes, and customer service

tw telecom, Lone Tree, CO Sept 2000 to Nov 2014

Sr Software Analyst/Billing Analyst

Product Development, System Super system User, and Billing Gateway maintenance, System Migrations, Account Correction, System Maintenance, requirements writing, auditing

Nextel Communications, Englewood, CO Sept 1998 to Sept 2000

Activation Compliance/Credit Compliance

Collections, bad debt write off, Bankruptcy, and account reporting

Transtracheal Systems, Englewood, CO Dec 1989 to Sept 1998

Accounting/Collections

Customer Service, Collections, AR, Manufacturing Supervisor, shipping, catheter manufacturing

Bard Electromedical, Englewood CO 1981 to Dec 1989

Manufacturing Surgical generators a-z, Night shift supervisor, soldering to mechanical installation.

EDUCATION

University of Phoenix – Business Administration

Arapahoe Community College – Business Administration

Aurora Community College – Business Administration and Marketing

References

Adam Cygan – Centurylink - Revenue Assurance 303-***-****

Craig Cavagnetto – Centurylink – My Manager 313-***-****

Babu Kaja – Centurylink – LavaStorm - 720-***-****

Swathy Karuppaian – Level3 – 720-***-****

Jennifer Longfellow – Friend – 720-***-****

Contact this candidate