Kim Kennedy74 Woodman Park, Rochester, NY 14609 585-261-5141 kennedy.kim55@yahoo.com

SKILLS/QUALIFICATIONS

Customer Focused/Provide Premier Customer Service Detailed Oriented Ability to manage multiple projects simultaneously Good interpersonal, verbal, and written communication skills Documentation and Process Development TBS/Metasolve Computer skills (Excel, Microsoft, Word, Outlook,Power Point,Project 15Years experience in the Telecommunications Industry including Sales Support,

Billing and Provisioning

EXPERIENCE:

CALERO SOFTWARETelecom Expense Management Specailist August 2015 – Present

Responsible for the timely receipt, processing and loading of all telecom vendor invoices (both electronic and paper formats) into the company's proprietary software platform for analysis.

Invoice management in Pinnacle, particularly for allocation updates and payment processing.

Tracks timely receipt of telecom invoices, identifying when invoices are not received and contacting vendor to obtain such invoices

Develops and maintains up-to-date inventories of clients by leveraging invoices Review invoice charges and Carrier Service Records to determine compliance with

inventories and negotiated contract rates where applicable Performs invoice analytics and audits for a wide range of telecom services to

validate accuracy of service rendered, price of service and business unit using service

Maintains customer relationship by attending periodic and other invitational customer, carrier service meetings, as well as, periodic internal and other ad hoc cross-functional support meetings

Follows through on all disputes, credits, refunds, savings identification and resolution

Responsible for creating and updating process flows and process documents

GLOBALINXSenior Commercial Services Rep September 2013 – March 2015

Proactively Manage Large Commercial Accounts averaging between $1000 to $20,000 per mo

Project manage installation of new services where necessary Payment processing

KIM M

.KENNEDY74 W

oodman Park, Rochester NY 14609 585-261-

5141 Kennedykim

55@yahoo.com

Billing Dispute Research and Resolution including detailed Root Cause Analysis for management

Outbound dialing campaigns (Welcome calls, courtesy calls, etc.) Handle inbound calls from Commercial Customers/Agents Provide support to the GLOBALINX agents that sell the GLOBALINX products and

services. Provide detailed information the new order desk, account managers, repair team,

and theprovisioning team in order to service new and existing customers.

MACD queue requests Retention efforts Provide new customer quotes Perform other duties as assigned

EARTHLINK

Partner Advocate Agent Sales April 2013-September 2013 Introduction to customer upon 24 hours of assigned request. Order review for accuracy & contractual requirements to ensure all

revenue and scope of work is captured. Responsible for order validation Single Point of Contact to the customer for entire duration of

implementation and installation Multiple scheduled conference calls with customer and vendor to capture:

Identify end-user equipment to confirm compatibility. Provided listing of affected numbers, order activity, due dates, service

order numbers. Worked closely with Order Entry & Provisioning Teams on accuracy of

order activity. Worked closely with Engineering Departments when necessary media/pair

related issues. Communicate Due Date information with customer and internal work

groups. Coordinated installation and cutover with customer, vendor and internal

departments Obtains customer acceptance and owns the customer service items related

to provisioning

Partner Sales Support September 2009- April 2013 Responsible for helping Agent's with EarthLink portal,

resetting usernames and passwords, including new and existing customers.

Data Repair Representative                   August 2005-Sept 2009              

Opening trouble tickets resolving customer internet problems, which included internet, router, and IP addresses.

Voice Translations July 2003- August 2005

Built residential numbers in 5ESS switch. Cut over new customers to EarthLink Business services. (Approx. 80/day)   

Data Turn Up Technician June 2001- July 2003

Built IP addresses in Switch. Coordinated turn up with field technicians to complete data/internet services for new customers.

Data Mac Representative                          June 2000- July 2001

Completed all adds, changes and moves to customer existing service. (Approx. 80/day).

   Education/ Training

High School-Diploma Bryant and Stratton Trade School Two years Medical Assistant /Associates Degree