1. Kim Kennedy
74 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 SOFTWARE
Telecom 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
GLOBALINX
Senior Commercial Services Rep September 2013 – March 2015
KimM.Kennedy
74WoodmanPark,RochesterNY14609585-261-5141
Kennedykim55@yahoo.com

2. • Proactively Manage Large Commercial Accounts averaging between $1000 to $20,000 per mo
• Project manage installation of new services where necessary
• Payment processing
• 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 the
provisioning 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

3. 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