Denise Jackson

DJ’s Consulting
Email: djacksonblues@gmail.com
8554 Brant Street NE
Blaine MN 55014
Cell 612 839 3116
Home Phone 763 786 5279

Summary

Accomplished Senior Leader in Video, Data and Voice communications with over 23 years experience.
Unique combination of new product delivery, customer service, vendor requirements, process development,
deployment and training. Seeking a position in the local market, will travel as needed.

Professional Experience
Independent Consultant- TMNG
October 2006- Current
Client- Time Warner Cable
Project Manager
Business Class Voice Services

• Billing subject matter expert for launch of Business Class Phone service.
• Developed process and procedures that included billing, order flow management and
troubleshooting.
• Defined business requirements for new voice products.
• Conducted all training for billing systems and trouble shooting.
• I had worked with three teams across the country launching Business Class Phone. We have
successfully launched BCP in over 30 divisions nationwide. I provided ongoing support as the
SME for the billing systems.
• Wrote processes for BCP, Toll Free and Primary Rating Interface or PRI for new order
management system called Salesforce.
• Worked on conversion from CloseTabs to Salesforce- Order flow management systems.
• Project Manager for the launch of Toll Free and PRI/Trunk services.
o I was responsible for all billing system set up and wrote several of the process and
procedures for these products. Billing systems used were ICOMS and ACP/CSG for all
divisions. I was point of contact for LEC partner Sprint regarding all Toll Free issues and
concerns. This included all E2E testing and most of the training prior to launch.

Previous Employment
Seren Innovations
January 1999- August 2006
Seren was an over builder that provided service in the St Cloud MN area. We also had several franchises in
the Concord/Bay area in California. Prior to Seren being sold in 2006, we had around 48,000 customers
between both markets. We provided Cable, Internet and Telephone services, all on one bill.

Subscriber Mgmt and Billing Manager

I had a team of 5 and we were involved with E2E product development and deployment for all Voice, Data,
and Video services. This included both Residential and Business customers.

.
Billing System Set up and processing
ICOMS billing system set up
System parameters
Service codes/ rates
Matrix rate tables
Taxes
Campaign offers
Interfaces
System security
Daily Billing
Month end processing.
• Statement presentation/print vendors
Bill Messages
• Collection and Telephone Confirmation letters
• Regulatory / Sarbanes Oxley compliance.
All reports

Payment processing

• Set up and testing of all lockbox payment processing including ACH/direct debit, Credit Card
lock box, and EFT lock box

Upgrades to the ICOMS billing software as required

We started out on ICOMS 3.1 and we were at the 5.1.6 level of the software at the time of the split
of the customer database after being sold.

Additional Employment:
I worked at Time Warner Cable Minneapolis from November 1986 until December 1998 when I took the
position with Seren.

June 1997- December 1998

Position: Upgrade Supervisor
I was responsible for a staff of seven. My primary responsibly was to make sure we had adequate staffing
to take incoming calls and to make outbound phone calls to current customers regarding the upgrade of the
cable system to digital. We were responsible for setting up appointments, closing out work orders from the
field and informing customers about the current upgrade project to the cable system.

January 1995 – July 1997

Position: Customer Service Trainer
In this position, I was responsible for the training of all new employees on the ICOMS billing software.
This also included product knowledge, polices and procedures and call basic training. During this time, I
also helped the billing software manager maintain the billing system.

January 1993- December 1994

Position: Audit Representative
In this position, I was ressponbile for checking customer services work orders for errors. This allowed me
to create new policy and procedures that made the order entry process easier for the CSR’S and more cost
effective. During this time, we converted from CSG to ICOMS. I was involved with all data mapping and
backlog after the conversion.
November 1986-December 1992
Position: Customer Service Representative
I was hired at Paragon cable, (was Rogers Cable at the time) as a CSR. In this position, I was able to learn
the functions of other departments and how each of these affected each other’s daily routine. I then made
suggestions to make the process go smoother and found ways to save time and money. I acquired dispatch
and supervisory skills while in this position.

Previous employment:
1978-1986- Available upon request

Education:
High School Diploma- Edison High School- Minneapolis MN 1978
Various courses at St Thomas College in Minneapolis MN, in writing skills and train the trainer types of
classes.
Several classes in Word, Power Point, Access, Excel, and Project
Many in house related courses with Paragon/Time Warner Cable in relation to the billing software.

References available upon request