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Advanced Customer Fulfillment Specialist/Billing Analyst

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

Smyrna, GA

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Work Experience

Advanced Customer Fulfillment Specialist/Billing Analyst

International Business Machines (IBM)
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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)
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Atlanta, GA
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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)
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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)
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August 2006 to January 2008

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

Education

Med in Biology/Pre

Oral Roberts University
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Tulsa, OK

Additional Information

SKILLS 
* 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