Customer Service Manager

ABBY L. SYDLOW

***** ********** **** *** *****, Missouri 63131 H 314-***-**** C 314-***-**** ********@*****.***

SUMMARY

A detail-oriented and adaptable manager, with extensive product development, pricing, project management, legal/regulatory, compliance, policy development, government relations, research and analysis, business development, and planning experience. Possesses a proven track record in multi-state and multi-location organizations, and is skilled at working with customers, stakeholders, and management alike. A results-oriented producer, who is able to break tasks down into actionable steps to achieve a successful outcome.

EXPERIENCE

WINDSTREAM COMMUNICATIONS - Staff Manager, Tariffs 2010-2011

Managed regulatory for competitive services in 40+ states, crossing multiple Windstream companies. Served on project teams to roll out new products, pricing, billing system updates, processes, and terms of service. Created and amended tariffs and price lists. Updated internal and external websites with regulatory and customer service documents. Produced customer notices for policy, service, and pricing changes. Served as internal point of contact on policies and issues and external point of contact for state and federal agencies on regulatory documents, products, pricing, customer matters, and requests for information.

Implemented deregulation in several states, resulting in pricing and product flexibility. Notified customers and updated website.

Implemented transfer of control/company name change for four recently acquired companies operating in over 40 states.

Transitioned work done by outside attorneys and consultants to personal control, resulting in cost savings and control over timelines and work quality.

Assisted with best practice and gap analysis for newly acquired companies on billing systems, sales, provisioning, and customer service, allowing integration of acquired companies’ customer base and positioning for sales to new customers.

Implemented fee and product rate increases, directly and immediately impacting company bottom line.

Researched state laws and competitive practice for Marketing, Billing, Legal, and Customer Service on issues such as customer billing practices, pricing, and fees, to maintain compliance while maximizing company revenues.

Facilitated market expansion into new states by researching state laws and creating requisite regulatory documentation.

NUVOX COMMUNICATIONS - Regional Manager, Regulatory; Director, Regulatory and Industry Affairs 2000-2009

Directed regulatory matters in 16 states. Represented regulatory on project teams related to policy and procedure generation, billing platforms, products, pricing, terms of service, and markets. Oversaw compliance with state and federal regulations and reporting. Posted regulatory and customer service information on internal (employee) and external (customer) websites.

Handled more than 200 escalated customer complaints annually regarding service quality, billing, and contract terms, submitted by regulatory agencies and customers' legal counsel. Supervised internal complaint investigation and prepared company responses and legal settlements for staff attorneys, to avoid further legal action and assure customer service.

Collaborated with Legal and Marketing on periodic revisions to standard sales contract and supporting sales documents to adapt to changing sales processes, product offerings, and market conditions.

Updated policies and regulatory documents to bolster legal protections when vulnerabilities, such as fraud, company liability, and early contract termination, were discovered.

Served on product teams to launch new service bundles, new fees, and rate increases. Notified customers regarding increases and fees. Amended tariffs/price lists and coordinated with regulatory agencies for approval.

Recommended policies on topics such as electronic billing, document retention/destruction, customer complaint process, sales integrity, customer invoicing, and grandfathering of mature services, to assure compliance and cost efficiencies.

ADDITIONAL EXPERIENCE

GABRIEL COMMUNICATIONS - Senior Voice Product and Regulatory Manager, 1999-2000. Assisted with service launch for new company start-up, including determining market areas and target customers; defining product line and pricing using new bundled service concept; and performing competitive analysis. Authored tariffs and price lists. Coordinated with vendors, internal groups, and regulators to launch service. Assisted with sales training, sales force support, and customer communications.

BROOKS FIBER PROPERTIES/MCI-WORLDCOM - Marketing Consultant, 1997-1998. Developed competitive pricing and filed tariffs for new and embedded products. Assisted with transition after acquisition by MCI-WorldCom.

SOUTHWESTERN BELL - Director, Consumer Market Management and Product Bundling; Area Manager (AM) - Tariffs and Regulatory; AM - Costs; AM - Sales Operations; AM - Product Development; AM - Residence Planning; Manager - Business Planning; Account Executive, 1982-1997.

EDUCATION- KALAMAZOO COLLEGE, Kalamazoo, MI - B.A.

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