Expert Details
Telecom Operations, Business Process Improvement, Systems Implementations, Mergers & Acquistions
ID: 727391
Minnesota, USA
Expert has nineteen years of operational, strategic, financial management and consulting experience in the telecom industry. She is experienced in start-up, high growth corporate environments. She has a reputation for turn-around of difficult or struggling functional areas through her ability to quickly recognize process, system and performance management gaps. Areas of Focus - Integration Plans, Due Diligence,Customer Service, Repair, ILEC Relations, Provisioning, Vendor Evaluation, Collections, Process Improvement, Operational Restructuring
• Operations Stabilization - For this large telecom company, provided intensive leadership to stabilize and improve cash receipts after an OSS/BSS implementation. During this 10 month engagement, provided daily oversight and provided weekly C-level status reports and strategy sessions• Bill to Cash Team Lead – Led a team of business owners in the creation of business process, systems requirements definition, testing, defect identification, and post cutover support for a large scale OSS/BSS implementation. Areas of focus included retail and wholesale billing, cash application, credit and collections, and dispute resolution.• Credit & Collections Improvement – Identified key operational metrics, developed, improved policies & procedures and required system improvements.• Sales Commission Process Review – Reviewed sales commissions systems and process, recommended actions to improve efficiency and financial controls.• Cost of Service Reduction – Customer disconnect process audit and circuit inventory audit resulting in $1.7M in annual cost savings.
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 1986 | Degree: BS | Subject: Business - Accounting | Institution: Campbell Univeristy |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2003 to 2009 | Employer: Bayview Management Group | Title: President/Consultant | Department: |
Responsibilities:Specialize in process improvement to achieve breakthrough results in the key performance metrics. Advise senior management on risk mitigation, CRM strategy, change management, system usability and quality assurance.Sample projects include: • Operations Stabilization - For this large telecom company, provided intensive leadership to stabilize and improve cash receipts after an OSS/BSS implementation. During this 10 month engagement, provided daily oversight and provided weekly C-level status reports and strategy sessions. • Bill to Cash Team Lead – Led a team of business owners in the creation of business process, systems requirements definition, testing, defect identification, and post cutover support for a large scale OSS/BSS implementation. Areas of focus included retail and wholesale billing, cash application, credit and collections, and dispute resolution. • Credit & Collections Improvement – Identified key operational metrics, developed, improved policies & procedures and required system improvements. • Sales Commission Process Review – Reviewed sales commissions systems and process, recommended actions to improve efficiency and financial controls. • Cost of Service Reduction – Customer disconnect process audit and circuit inventory audit resulting in $1.7M in annual cost savings. • Revenue Assurance – Review of regulated revenues for ILEC and switch audit resulting in $764K in annual cash benefit. • Due Diligence – Various acquisition target due diligence engagements. |
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| Years | Employer | Title | Department |
| Years: 2001 to 2002 | Employer: Eschelon Telecom | Title: EVP of Customer Operations | Department: |
Responsibilities:Daily direction and oversight of 330 person organization consisting of these divisions: Provisioning of Analog, Digital, and Data Services, Customer Service, Repair Service Bureau, IP Technical Support, ILEC (Independent Local Exchange Carrier) Relations, Credit and Collections, Methods & Procedures and Training.• Successfully transformed a poorly functioning decentralized customer service model into a centralized call center in less than 60 days. Improved training, organization, and performance monitoring resulted in superior customer service, which was recognized as a critical achievement by current and potential investors. . • Drove development of a remote testing function to reduce the requirement for truck rolls that 95% of all conversions of customers to Eschelon. This not only freed valuable resources but also reduced the time between sales and service installation 30%. • Achieved a 12% reduction in Accounts Receivable in the first 60 days of assuming responsibility for Credit and Collections. Improved productivity of collectors by 300%. • Responsible for $17M annual budget. |
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| Years | Employer | Title | Department |
| Years: 2000 to 2001 | Employer: Eschelon Telecom | Title: VP of Provisioning & Repair | Department: |
Responsibilities:Responsible for Provisioning of Analog, Digital, and Data Services, Repair Service Bureau, IP Technical Support, and ILEC (Independent Local Exchange Carrier) Relations.• Reduced backlog by 64% and increased line installation labor productivity by 55% • Increased customer satisfaction through centralization of repair personnel and daily monitoring of performance. • Provided direction and leadership in Qwest interconnection negotiations and service level agreements. |
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| Years | Employer | Title | Department |
| Years: 1998 to 2000 | Employer: Eschelon Telecom | Title: VP of Finance | Department: |
Responsibilities:Responsible for Finance, Mergers & Acquisitions, Regulatory Affairs.• Responsible for CLEC business planning, including market analysis, vendor analysis, identification of key personnel required to build a CLEC. Worked closely with CEO, COO, and CFO in early stages of development. • Key role in successfully raising $225M in debt and equity funds. Recognized by Twin Cities Business as one of the top 40 Executives under 40 years old for this achievement. • Negotiated and closed $7M acquisition of an Internet company. |
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| Years | Employer | Title | Department |
| Years: 1994 to 1998 | Employer: Onvoy | Title: Controller/Finance Manager | Department: |
Responsibilities:• Responsible for the accounting, finance, tax, and billing functions of this $54M organization, which experienced a cumulative 150% growth over 4 years.• Created a detailed accounting policies and procedures manual. • Analyzed potential acquisitions, negotiated purchase of acquisitions, and managed the due diligence process for acquisitions. • Responsible for software conversions of both general ledger and billing systems. • Managed the annual budget, financial forecasts and projections and tracked progress through analysis of statistical and accounting information. • Ensured compliance with loan covenants and maintained positive relationship with banks. • Communicated financial results monthly to Board of Directors and Finance and Audit Committee. • Coordinated annual audit activities. Responsible for the hiring, negotiating, and communication with audit firm. • Produced monthly variance reports and other analytical reports for management. |
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| Years | Employer | Title | Department |
| Years: to Present | Employer: Undisclosed | Title: | Department: Asst Accounting Manager |
Responsibilities:Available upon request. |
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Additional Experience
| Expert Witness Experience |
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| Acted as expert witness for CLEC in proceeding versus the RBOC |
| Vendor Selection |
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| Assisted CLECs with IT vendor selection and ranking. |