Alyse Houser

Accomplished Operations & Billing Specialist with a proven track record of authoring corporate standard operating procedures (SOPs), designing enterprise-wide cancellation architectures, and engineering customer communication macro libraries. Combines hands-on experience in high-volume customer queues with strategic process engineering—having authored the official corporate Retention Manual, implemented the cancellation workflow from scratch, and co-managed Add-to-Billing account portfolios. Expert at bridging cross-departmental workflows between Billing, Technical Support, Retention, and Sales to protect recurring monthly revenue, defuse complex customer disputes, and optimize back-office efficiency.

Operations, Billing & Retention Specialist - SPECTRUMVOIP

(2021-01)

• Enterprise SOP & Playbook Architecture: Authored the official corporate Retention Manual (v16.1), establishing company-wide standard operating procedures for account offboarding, retention email protocols, exit strategies, and lease buyout workflows across major third-party leasing vendors.
• Process Design & System Implementation: Conceptually designed and implemented the company-wide cancellation workflow from scratch, creating system governance around account offboarding, bill-stop tracking, and unreturned hardware loss prevention.
• Operational Macro & Communication Engineering: Engineered the centralized operational macro repository and email guide ('Reusable Emails Sheet') utilized across Billing, Support, and Retention teams to de-escalate customer disputes, standardize offboarding, and streamline team workflows.
• Official Scripting & Contract Disambiguation: Authored the official corporate 'Two-Bill' explanation script ('You will receive two bills...') and Business Personal Property (BPP) tax frameworks, resolving customer confusion regarding equipment rentals, $10 DID packaging, and Certificate of Insurance (COI) requirements.
• Dual-Track Portfolio & Queue Management: Co-managed the Add-to-Billing account portfolio within a lean 3-person team from 2016 through 2021 (scaling from solo management to a 3-person team by 2019)—driving high-volume account additions, seat upgrades, and recurring billing activations while simultaneously maintaining frontline queue coverage across inbound billing calls, complaints, and payment processing.
• Cross-Departmental Workflow Mapping: Authored comprehensive operational training decks ('Billing Powerpoint' and 'Common Topics for Incoming Calls'), establishing clear escalation and routing protocols across Billing, Technical Support, Retention, and Sales.
• Dispute Defusal & Audit Protocols: Created standardized workflows for handling toll-free usage disputes, Technical Support (TS) audit requests, e911 registration fees, and past-due disconnect queue rules, significantly reducing handle times and protecting recurring monthly revenue.

Business Operations & Billing Systems