Frank A. Troha MBA	954.224.4227	fatroha@bellsouth.net

Telecom Billing Manager / Service Manager

Billing - Training – Analysis - Development - Implementation - Documentation

Recognized for Versatility and Productivity in Deadline - Dependent Environments

Known as the ‘Go To - Can Do Guy!’

 

AREAS OF EXPERTISE

 

• Computer Proficiencies:  Visio, Dreamweaver, MS Office

 

A multi-faceted professional with a proven reputation demonstrating the ability to perform a wide range of assignments utilizing excellent communications, motivational, analytical and problem-solving skills. This versatility supported diverse roles as Telecom Billing Manager, service request implementation group manager, a Local Services SME for a high profile AT&T automation project, and a developer for a Verizon/Fairpoint Communications Methods & Procedures (M&P) conversion project.  Open to relocation.

 

Career Snapshot and Notable Successes:

Billing

• Supervised a telecommunications billing enhancement (automating manual tasks) that reduced billing errors, realizing a time savings of 3-5 days in initiating the monthly bill run.
• Created action plan to condense >1000 individual telecom billing invoices to <100 by inventorying circuits at customer sites, analyzing circuit inventory against telco records, correlating with affected invoices, correcting discrepancies and finally, consolidating invoiced circuits by location, type of circuit and owning entity.
• Methodically analyzed 50+ carrier and customer price plans, discovered and corrected errors and recovered nearly $40,000 in monthly revenue from unbilled long distance calls.

Projects

• Developed user requirements for an AT&T electronic trouble ticket reporting system.
• AT&T Local Services SME for an AT&T business process analysis team in conjunction with cross-functional support teams and Service Delivery operational work centers to establish minimum requirements for a Global Integrated Order Manager (GIOM) order entry automation initiative for the AT&T Legacy Services.
• Executed an initiative establishing a nationwide CLEC for the purpose of selling DS0/DS1 services to existing markets and new customers within Verizon, Qwest and AT&T territories with a total forecasted customer base of over 50,000 lines, representing a doubling of revenue from PSTN services.

Training

• Developed, scheduled and hosted webinar training for sales teams on new AT&T ordering process – approximately 125 participants.  Developed course study and prepared agendas for ongoing class room training in Denver and Kansas City for order entry agents targeting products, services and new ordering process for approximately 75 – 100 participants.  Instituted agent helpline for ‘post training’ support to assist sales teams and provisioning agents facilitating a decrease in order entry errors.  Coached direct reports on company policies and the technical nuances of provisioning specialist functions.
• Designed process flows using Visio/Powerpoint to document data/order entry provisioning procedures.

Process Analysis and Development

• Individual contributor to an AT&T business process analysis team which introduced initiatives that reduced service order rejects, cancellations and changes by an average of 23%, enabling a corresponding reduction in overall implementation cycle time for DS1 services by 75%.
• Brokered final development of a Service Level Agreement (SLA) between competing interests to agree on indices for staffing, areas of ownership,  commitments, compliance, follow-up and closing of trouble reports

Customer Service

• Integral telco local services SME supporting customer satisfaction and retention efforts by meeting/exceeding overall company performance drivers, KPIs and metrics (for example, facilitating a 95% improvement in meeting ‘on time’ service delivery). 

Work Experience:

 

Island City Consulting LLC | Ft Lauderdale, Florida | 04/2008 – present

Developer/Consultant contracted with United Information Technologies to standardize documentation of 17 new local services provisioning department Methods and Procedures to support order entry for Fairpoint Communications provisioning specialists.

Also contracted with VE Alvarez & Partners LLC, Consulting Engineers and mapped 25 miles of outside plant facilities located within the MetroPCS service area to determine placement of additional wireless nodes.

      

ADP/WCS | Miami, Florida | 08/2006-03/2008

Telecommunication Services Billing Manager supporting the tasks of constructing customer billing accounts, creating rate tables (over 200) and product IDs, compiling call records (CDRs), initiating the monthly bill run, performing sample audits to ensure accuracy, and printing and mailing monthly invoices for approximately 8000 customer accounts.  Also periodically engaged in customer facing communications analyzing and explaining charges, issuing credits/debits as necessary and partnering with Collections on past due accounts. 

 

Service Delivery Manager supporting teams of customer service implementation specialists accountable for PSTN, DS0/DS1 new and/or MACD data gathering, order entry, RBOC/Carrier transport installation and activation (for example; CoVad, AT&T, Bellsouth, Verizon, Qwest, Global Crossing and SMS800 toll free services), test and turn up, first bill review and ownership of post installation overall customer satisfaction.  Assisting excellent sales teams, this had a direct impact on annual revenues, doubling them to $25 million between 2006 and 2008.

 

CLEC Projects Manager demonstrating effective leadership interfacing with assorted governmental agencies and RBOC departments to finalize interconnect requirements for ordering DS0/DS1 services during establishment of a CLEC (Competitive Local Exchange Carrier).

 

AT&T Local Services | Ft Lauderdale, Florida | 12/1998-08/2006

Service Delivery Manager leading a team of 20 implementation specialists accountable for PSTN, DS0/DS1 new and/or MACD data gathering, order entry, test and turn up, first bill review and responsible for ensuring customer satisfaction and retention by meeting and/or exceeding overall company performance drivers.  Wrote and conducted 6 month reviews and 12 month appraisals for each specialist.  Prepared Performance Improvement Plans as needed.  Effectively promoted documented policies and procedures in furtherance of company’s goals and objectives to ensure compliance with stated directives.  Performed time & motion studies by observing, questioning and utilizing hands-on experience of Implementation Specialist’s tasks and  activities to support outsourcing of identified job functions.

 

Process Analysis and Development Manager hosting a development team to compile user requirements for an electronic trouble ticket management system and establish honest, reasonable and achievable SLA requirements for meeting customer expectations as well as controls to support and measure compliance of the company’s performance.  Developed minimum quality data set and order entry user guides for Sales and Provisioning end users.  Assisted with drafting policies facilitating Sarbanes-Oxley (SOX) compliance requirements.  Participated in platform Operational Readiness Testing (ORT), User Certification Testing (UCT), and User Acceptance Testing (UAT).

 

 

Education and Training/Military Service:

Master of Business Administration	Crisis and Emergency Management	Florida Atlantic University	2003
Bachelor of Science	Professional Management	Nova Southeastern University	1996
Certification	Costguard telecom billing system	Infodirections, Inc	2007
Certification	PMP	Florida Atlantic University	2009

United States Air Force -

Honorably Discharged