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Service Manager

Atlanta, GA
August 16, 2012

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Marcus T Smith

*** **** ***** **** 404-***-****

Atlanta, GA 30315

Career Objective

To secure a position that allows me to use my investigative, analytical, and research skills to resolve high end complex billing issues.


June 2012: University of Georgia, Lawrenceville GA

Paralegal I Certificate Program

August 2012: University of Georgia, Lawrenceville, GA

Paralegal II Certificate Program

Coursework: Torts & Contracts, Legal Documents & Legal Analysis, Discovery Documents & Legal Interviewing, Evidence & Legal Investigation, Legal Authority, Legal Research (Westlaw) & Citation Format, Legal Writing & Appellate Procedure, Law Office Administration

May 1999: Lewis University, Romeoville IL

BA Business Administration, 3.43 GPA


Energy Experience Analyst 06/2010-02/2012

ComED, Oak Brook, IL

• Monitor quality, compliance, adherence, and corporate alerts to ensure customer retention.

• Resolve complex customer issue, resolve billing discrepancies, and handle electric outage calls.

• Analyze calls to identify opportunities to improve processes, performance, and training.

Tariff Compliance Manager 05/2003 – 12/2009

AT&T, Hoffman Estates, IL

Lead Data Warehouse Manager on Federal Universal Service Fund Surcharge Project-Execute over 400 rate changes accurately within a 2-day turn-around period quarterly. These rate changes directly impact end-user charges. This project alone generates over $15 million in revenue from rate increases quarterly.

Train and develop new Rate Implementation Managers on rate implementation process, navigation and functionality of billing tables, and analysis of tariffs and billing invoices.

Major projects cover the researching, changing, and/or correcting of customer retail and resale rates, local and intralata usage rates, LD offer screens, and changes to the non-rating information of existing USOCS (Universal Service Order Code) per the tariff, contract, or rate agreement.

Expert at In-House Data Warehouse which provides methods and systems for accessing, compiling, and processing rate and billing information from multiple billing systems, service regions, and/or regional rate guides to create an Access Customer Analysis Database of merged rate and billing records of data associated with a customer, a service agreement, a service usage, a service rate, service availability, a type of service, and/or a service region.

Convert NEW ICB billed through Telegence & Long-Distance USOC business requests into technical billing system table solutions that define how a new price plan will be built within the billing systems.

Cross Functional Role: Ensure completion of tariff filings and customer notification, as well as audit coordination for SOX and Ernst & Young rate compliance. My clients include Project Managers, Pricing Managers, Sales Operations Staff, and Analysts, with this position being the only authorized requestor of changes into IT.

Directly impacted the entire customer base and the company’s bottom line profit in terms of revenue earned from rate changes ranging from $174 million 2003, $200 million in 2004, and $166 million in 2005, $242 million in 2006, $241 million in 2007, $250 million in 2008, and $310 million in 2009.

Billing Systems: AT&T’s owned Enterprise Table Management, CRIS, CABS, ASON, ASON+, ACCESS, BOSS, BI, ICHG, Crystal, PKAL, QMF, CARS, Salesforce, Query, Excel, SQL, and Business Objects.

Credit & Collections Coach 05/2001 - 05/2003

AT&T, Chicago, IL

Coached a team of 17 to exceed monthly objectives. Improved ranking from #14 to #2 in the West Live Accounts Collections Center out of 31 teams.

Performed evaluative observations to correct negative trends, ensured adherence to call flow and compliance, and monitored improvement.

Conducted team meetings, initiated team discussion to further support the ideas of teamwork and how it impacts company revenue.

Interviewed new hires using behavioral interviewing

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