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Advanced Customer Fulfillment Specialist/Billing Analyst

Advanced Customer Fulfillment Specialist/Billing Analyst at International Business Machines (IBM)

Smyrna, GA


Work Experience

Advanced Customer Fulfillment Specialist/Billing Analyst

International Business Machines (IBM)

March 2009 to Present

• Resolving client invoicing issues/disputes to ensure satisfaction therefore resulting in contract renewal 
• Providing application and system guidance to cross-functional teams to dissolve potential client issues 
• Responsible for new order accuracy for clients per signed agreement with IBM 
• Billing/Cancelling Managed Security Services per client request 
• Updating pertinent billing information for invoicing purposes 
• Ensure Remedy and Oracle systems are reconciled by fiscal month end through researching and resolving account issues on the monthly exception report 
• Standardized and simplified the monthly exception report from 2000+ items to less than 100 for the reconciliation process 
• Achieved metrics geographically and globally by working cross-functionally with various teams within IBM 
• Worked with various teams in overseas countries on a daily basis supporting the successful transformation from a North American Organization into an integrated Americas Organization for Service Customer Fulfillment

International Business Machines (IBM)
Atlanta, GA

August 2006 to Present

Held various project based roles including the position of team lead, across a number of departments within the IBM organization in building a stronger relationship with the customers and meeting their needs.

Customer Fulfillment Representative/Team Lead

International Business Machines (IBM)

February 2008 to February 2009

• Led a team of consultants in successfully achieving the objectives set by senior executives in converting legacy client contracts into IBM standards during ISS' transition into IBM 
• Provided subject matter expertise to various teams relating to contract renewal, order backlog, application and system functions 
• Interfaced with Federal Business Partners through weekly meetings to resolve disputes and backlogs 
• Served as the backup for first line manager to train new hires, to provide status updates to senior executives, and to communicate with sales team to resolve customer issue 
• Proactively initiated meetings with IT to correct Oracle system issues and make business functions run more efficiently 
• Worked with IT department as a functional expert for new procedures and application enhancements 
• Distributed work assignments to team members and ensured their timely completion 
• Responsible for validating maintenance renewals and submitting them for billing approval

Accounting Administrative Assistant

International Business Machines (IBM)

August 2006 to January 2008

• Responsible for monthly reconciliation of IBM bank accounts 
• Updated monthly currency exchange rates in Oracle applications


Med in Biology/Pre

Oral Roberts University
Tulsa, OK

Additional Information

* Extensive experience in working on cross-functional teams to deliver results in a dynamic corporate environment while excelling in servicing customers and meeting their needs both in person and over the phone 
* High competence in Oracle business applications 
* Ability to influence others towards a common goal and managing problem solving and data analysis skills 
* Great written and verbal communication skills 
* Experience in new hire job role, and new skills training including 10+ years of managerial/supervisory experience