Mara Thrailkill

About Mara Thrailkill

An extensive background in customer relations with over twenty years spent providing leadership and supervision. Outstanding record in developing a motivated work group and able to build a competitive team that is clearly focused on customers’ needs. Proven ability to design and execute effective policies and procedures, to enhance productivity, and increase efficiency. Experienced leader in trend analysis & business strategy for success. Expertise in understanding and influencing people, planning, negotiations, forecasting, sales, coaching, staffing, business strategy, and customer service. Recognized for increased customer satisfaction rates. Outstanding presentation, leadership, and communication skills. Experienced in Negotiation, Result & Operations Management, Sales, and Data Analytics. Excellent project management and operational skills. Works effectively within a team environment, while exceeding expectations as an individual contributor. Strong proven leader with ability to drive large teams to maximize performance. Specialties: Call Center Management, Union negotiation, coaching and development, data analytics, sales, customer relationship management

Experience

1. Director Billing Operations

   AT&T

   Mar 2022 — Present · Dallas, TX, US

   Lead a team of Business Managers & Data Analysts responsible for operational metrics used for disputes management. Data analysis and project management to increase efficiency and shorten cycle times for collections of debt. Metrics provision for strategy creation assisting organizations across the enterprise. process development and execution to increase receivable that impact the bottom line for AT & T Global Billing Resolution Team.

Education

• Moody Bible Institute

  Mass Communications, Communications

  1987 — 1990

• University of Phoenix

  Master of Management, Management

  2009 — 2011

Skills

• Business Process Improvement
• Voip
• Forecasting
• Project Planning
• Customer Retention
• Customer Service
• Process Improvement
• Outsourcing
• Program Management
• Wireless Technologies
• Wireless
• Coaching
• Business Analysis
• Customer Experience
• Call Center
• Contract Negotiation
• Strategic Planning
• Call Centers
• Team Building
• Management
• Managed Services
• Customer Satisfaction
• Finance
• Team Leadership
• Product Management
• Direct Sales
• Cross-Functional Team Leadership
• Negotiation
• Strategy
• Project Management
• Contact Centers
• Account Management
• Change Management
• Solution Selling
• Leadership
• Voice Over Ip (Voip)
• Telephony
• Vendor Management
• Telecommunications