Stephanie A.

Waldrop

1021 Old Eastern Ave, Apt. D Baltimore, Maryland 21221 443-621-6653 sawaldrop@comcast.net

Skillful communicator with a proven ability to identify and deploy innovative technologies that result in improved
systems, increased revenue and production, improved business relationships, and a positive workplace culture.

Professional Experience:

Comcast Baltimore, Maryland May 2016 Present

Revenue Assurance Representative
Provides monitoring of the revenue stream on a daily basis, ensuring that correct codes
are applied, leading to accurate billing for an exceptional customer experience.
Places orders to reconcile billing errors and inconsistencies.
Runs queries via Pulse and Insight to conduct data analysis while accurately maintaining
process documentation reflecting results.
Performs error resolution and revenue recovery through correction of codes.
Prepares daily and monthly operating reports for management.
Recommends process improvements. Identifies employees not following
prescribed processes and resolves issue(s) with employee and
corresponding management.

Comcast Baltimore, Maryland September 2013 Present

Customer Verification Audit Representative
Provided an invaluable peer-to-peer training resource for management to a team of 15 or
more, resulting in employees being informed and educated about critical information and
strategy needed to be successful in their role.
Demonstrated a high degree of integrity in dealing with sensitive information while
generating skip trace and positive identification verification reports on applicants.
Worked collaboratively with all levels of staff in various internal departments to carry out
subscriber requirements and drive revenue growth.
Processed credit screening as needed to ensure compliance standards are met.
Effectively reduced never pay debt by initiating proper collection actions pertaining to
payment and/or other financial arrangements.
Explained billing cycles, processes, and prorates effectively to ensure that customers
understood their statements.
Analyzed customer accounts for management reports to identify any trends, issues, or
general details that result in bad debt or a never pay account and recommends
necessary changes.
Selected by management to function in a temporary team leader/administrative position.
Answered escalation calls and emails, following established escalation
procedures to expedite prompt resolution.
Reviewed and actioned reports for special projects.
Equipment research
Amnesty audit
Returned mail audit
Business Service Equipment Rate Code Audit
Stephanie A. Waldrop

1021 Old Eastern Ave, Apt. D Baltimore, Maryland 21221 443-621-6653 sawaldrop@comcast.net

Assisted co-workers with negotiating possible settlements or arrangements

Communicated analysis effectively and interprets results into actionable insight
for use in planning strategy.

Comcast Baltimore, Maryland January 2010 September 2013

Collections C.A.E.
Demonstrated a dedicated communication resource to management, resulting in prompt
and courteous resolution of escalated customer concerns.
Initiated all payment collection activities required (inbound/outbound telephonic calls &
internal email requests) and monitored, as well as, collected on historical and current
amounts, making a positive impact on the reduction of past due and written off debt.
Documented all information regarding specific collection actions on a customers account
into the appropriate billing system to ensure accuracy and simplified account review.
Displayed a proven track record of excellence when assigned with meeting or exceeding
debt collection goals in an accountability-based culture.
Demonstrated value by working in a fast-paced, structured, dynamic and high-
transaction environment, with the ability to maintain composure in
stressful situations and manage and diffuse angry or upset customers.
Selected by management to participate in voluntary special projects that would include
however, are not limited to, Equipment Research, and Pending Disconnection Project.
Performed filing, data management, bookkeeping, as well as assisted with administrative
needs related to operations management.
Scheduled and dispatched on-site services such as sales calls and/or installations.
Effectively retained revenue by performing accounting duties related to past due payment
collection on outstanding invoices.

Skills Profile: Microsoft Excel, Expert Oral and Written Communication, Leadership and Guidance,
Microsoft Word, Microsoft PowerPoint, LexisNexis, Equifax, OrderPath ESLAM, Vision,
Comtrac, Amdocs, ERone, Adobe Photoshop, Adobe Illustrator, Composer, GrandSlam,
Einstein, CMS, Cyrious

Awards: Recipient of the Finance Award of Excellence 2014, Comcast - Beltway Region

Earned in recognition of hard work, devotion, and commitment to

excellence

Education: The Community College of Baltimore County Baltimore, Maryland

Associate of Applied Science Information Technology CIS
August 2016 - Present
Expected Graduation - 2019
Stephanie A. Waldrop

1021 Old Eastern Ave, Apt. D Baltimore, Maryland 21221 443-621-6653 sawaldrop@comcast.net

Chesapeake High School Baltimore, Maryland

Maryland High School Diploma - Class of 2000
Horticulture
Culinary Arts & Food Science

Comcast University Training Highlights

Leading Organizational Change

Comcast Leadership Competencies
Respect in the Workplace: A Leaders Role
Handling Escalations
Privacy and Information Security
Guidelines for Effective Communications
Customer Experience Conversations

Volunteer Experience & Causes:

Maryland Food Bank Baltimore, Maryland

Volunteer

United Way of Central Maryland

Benefactor

Susan G. Komen Foundation

Benefactor

Interests: Literature Art Media Writing Cinema Sporting Events

For more details regarding my professional profile, please visit:

https://www.linkedin.com/in/stephanie-waldrop-1255b3113

Professional References are available upon request