Customer Service Management

Anna Anaya

**** *. ******** ******* **** South, Apt. 3044

Phoenix, AZ 85032

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

Cell 602-***-****

SKILLS

Telecom Billing & Auditing, Inventory Management, Account-to-Contract Reconciliation, Internal and External Customer Service, Vendor Relationship Support

PROFESSIONAL EXPERIENCE

CVS Caremark – Scottsdale, Arizona 2006 – 05/2012

Telecom Analyst: IT Finance and Sourcing (Accounting & Operations)

Received, reviews/audits, processes telecom bills/invoices

Maintain accuracy of component information in invoice processing application

Reconciles payment data between SAP and invoice processing system

Vendor communication/discrepancy management

Assisted with wireless device deployment and support

Managed deployment of calling card and audio conferencing accounts

Accomplishments: Contributed in the $160K cost recovery and expense avoidance project

Tek Systems – Scottsdale, Arizona 2005 - 2006

Telecom Analyst

Account Analysis and Reconciliation

Billing Audit for intra-company accounts

Resolving trouble tickets

Calling card and audio conference deployment and support

Multi-location financial reporting

Accomplishments: Provided additional support of wireless device deployment (in assistance

of an overworked colleague)

Unity Church - Houston, TX 2003 - 2004

Fulfillment Analyst

Coordinated monthly mass mailings and printing

Set up a database for speakers (current and historical)

Set up a 6000 book library database with inventory system

Accomplishments: Designed issues status report spreadsheet and database

Dynergy Corporation - Houston, TX 2001 – 2003

Telecom Billing Analyst

Invoice auditing and monitoring

Invoice processing

Implementation of corrective actions

Accomplishments: Development and deployment of a comprehensive program to

coordinate with internal and external teams in the development of appropriate management tools

Construction Management Corporation – Arlington, Virginia 2000 - 2001

Telephone Billing Analyst

Established processes and procedures for billing records, files and databases

Documented procedures for inventory management of telecom equipment (citywide)

Accomplishments: Monitor and track new facility/relocation design and implementation

The Washington Times Corp – Washington, DC 1985 – 2000

Telephone Billing Analyst

Overall responsibility for tasks, functions and quality control of the telecom duties

Monitoring telecom production environment to ensure the most efficient procedure deployment

Accomplishments: Workflow management monitoring service for vendors in the design and

implementation of new facilities/plant sites

EDUCATION

Associate of Arts – Maricopa Technical College

References Provided Upon Establishment of Mutual Interest

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