Expert Details

Expert in Telecom Operations, Business Process Improvement, Systems Implementations, Mergers & Acquistions

Expert ID: 727391 Minnesota, USA

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Ms. Expert is the President of Bayview Management Group and she specializes in optimizing critical back-office functions.
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.

Expert may consult nationally and internationally, and is also local to the following cities: Minneapolis, Minnesota - Saint Paul, Minnesota - Rochester, Minnesota - Burnsville, Minnesota - Saint Cloud, Minnesota - Eden Prairie, Minnesota - Minnetonka, Minnesota

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Education

Year Degree Subject Institution
Year: 1986 Degree: BS Subject: Business - Accounting Institution: Campbell Univeristy

Work History

Years Employer Title Department Responsibilities
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.
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.

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.


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.
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.
Years: to Present Employer: Undisclosed Title: Department: Asst Accounting Manager Responsibilities:

Additional Experience

Expert Witness Experience
Acted as expert witness for CLEC in proceeding versus the RBOC
Vendor Selection
Assisted CLECs with IT vendor selection and ranking.

Fields of Expertise

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