1. Olivia McElhaney
St. Petersburg, FL 33714 Olivia.McElhaney@gmail.com
An accomplished individual with over 13 years of experience with Brighthouse and Charter Communications.
Extensive knowledge in CSG and ICOMS billing systems as well as customer service.
Summary of Qualifications
Possess expertise in both CSG and ICOMS databases. Able to trouble shoot any potential billing system
errors that may impact customers. Experienced in Salesforce to proactively monitor the productivity of
the Enterprise Billing team.
Recognized as a key player in the success of mapping and migration for the billing platform migration.
Recognized as employee of the quarter, employee of the year “Pinellas Lobbies 2008”.
Solid management skills, demonstrated proficiency in leading individuals to maximize levels of
productivity, while forming cohesive team environments. Fast learner and analytical thinker that was
utilized by the Billing and CRM team for assistance with the billing platform migration.
Charter/Bright House Networks,Riverview, FL
Associate Billing Solutions Designer, Project Intake 2015 – Current
Responsible for taking business problems and design how a solution can flow through billing, ordering,
provisioning, repair, warehousing, online services and more. With a deep background in the systems and
technology to develop end-to-end solutions with buy-in from business and technical parties across the
Participate in project definition and strategy with key business and technical leaders.
Participate in requirements gathering exercise to support Intake requests.
Design end to end technical solutions based on business requirements / needs including
context diagrams, interface specifications, support plan, revenue assurance and other key
Expert in business processes and product needs to help design solutions Improve efficiency
within the company by analyzing key metrics and designing solutions to support business
Assist in planning, scheduling, coordinating and implementing projects.
Remain a technical SME and resource through the life of projects
Stay on top of industry trends and tools
Interfaced with Billing Vendor on upcoming software deliveries and roadmap
Produce design solutions and options for projects in order to assess options with
Build relationships and gain consensus with technical and business SMEs across the
Work effectively with all levels of personnel including senior management and individual
2. Bright House Networks, Riverview, FL
Supervisor, Enterprise Billing 2013 – 2015
Monitor account invoicing of Enterprise customers, including billing details, collections, data accuracy,
government programs invoicing and customer billing support. Track productivity reports to ensure
individuals are performing at expected levels. Oversee the resolution work flows to ensure even distribution of
work load and maximize individual productivity.
Support billing activities for Enterprise customers across the billing systems.
Appointed Point of Contact for the Enterprise team in charge of coordinating all enterprise efforts for
Responsible for training staff on technology, process and procedures.
Bright House Networks, Riverview, FL
Billing Specialist, Billing and CRM 2010 – 2013
Creative, Analytical and Results-oriented professional having expertise in the billing systems. Excellent
analytical, interpersonal, and presentation skills; expert at managing multiple projects simultaneously. Ability
to understand and document high level projects.
Liaised with business and functional owners during billing system modifications, requests or research.
Gather & define Business Requirements while managing the risks to improve business processes.
Excellent Team player to work in conjunction with testers, developers and other team members in
validation and testing of billing database changes.
Implemented and validated billing system changes including service code creation and tax updates.
• Prioritized outstanding projects and billing system problems, ensuring accuracy and deadlines were
• On an “On Call” rotation, to be engaged when links were down or there were reported errors in the
• Built and maintained the PPV programing.
Bright House Networks, St. Petersburg, FL
Business Solutions Billing Specialist 2009 – 2010
Designed and maintained collections reports to minimize the delinquent accounts in Business Solutions.
Maintained Account Hierarchy and Government accounts to ensure proper billing. Designed and delivered
end-user training materials for replacement; provide support as necessary.
Created, implemented and maintained a collections report, which constantly tracked the collections
data for Business Solution customers.
Entered billing orders into the billing system to generate revenue for the department.
Maintained tax exemption certificates to ensure proper customer billing.
Explained billing ledger to customers via phone or email.
3. Bright House Networks, Pinellas, FL
Pinellas Lobby Lead 2003 – 2009
Manage the 31st Street lobby to ensure reps were delivering stellar customer service experience. Performed
evaluation of possible performance enhancing procedures applied to our daily operations. Created and
implemented training manuals for all new lobby personal.
Evaluated and audited lobby reps on customer interaction.
Managed lobby reps to ensure policy and procedure compliance as well as a higher productivity.
Managed the equipment inventory for the lobby location, including ordering and auditing.
Appointed to assist in tech ride a longs to encourage higher sales in the technical field.
Resolved customer escalations due to billing or technical issues. Explained to customers their billing
details in a clear, concise and easy to understand manner.
Awarded Employee of the Quarter on multiple occasions, Awarded Award of Excellence.
Received highest sales for the quarter multiple times.