Senior Staff

Jamie Miller, Vice President

As Vice President – CSS, Jamie’s responsibilities are extensive and include oversight of all of CSS’s operational issues.

Jamie’s telecommunications career began with Verizon/GTE in San Angelo, Texas. While at Verizon, Jamie held several positions that laid the foundation for her success at CSS, including Senior Specialist in the CABS billing department, Senior Administrator in Verizon/GTE merger team. and Project Manager for customer network installations. Jamie also established herself as a subject matter expert for wireless ordering and billing issues, in addition to being an effective liaison between the ordering/provisioning groups and the billing departments.

Jamie joined CSS in 2000 and filled a critical position in the rapidly expanding company. The skills set established earlier in her career allowed Jamie to hit the ground running and immediately step in to manage conversions and system implementation.

Jamie’s educational background includes a B.A. in Organizational Leadership, with a minor in Labor Relations from Penn State University. Jamie has also attended multiple industry conferences and educational seminars during her career, as well as mastered various CABS billing platforms.

Since beginning her career at CSS, Jamie has continued to prove that she’s an effective leader and demonstrates that through her skillful management of CSS’s daily operations.

Barbara Direnzo, Director of Quality Assurance

CSS’s Director of Quality Assurance Barb Direnzo oversees access billing procedures for various clients. Barb came to CSS in 2007 from The Armstrong Group of Companies in Butler, Penn. While there, Barb held several positions of responsibility, including Director – Revenue Assurance & Intercarrier Services and Controller. Notably, her accomplishments include the implementation of the JD Edwards Accounting System and the implementation of new billing systems for six telephone companies. Additionally, Barb was responsible for the review and trending of carrier services for the LEC, CLEC and corporate telephone operations, as well as creating and maintaining LEC and CLEC tariffs.

As Director of Quality Assurance, Barb puts her telecommunications experience to effective use. In addition to developing processes that conform to client-specific needs, Barb also ensures that her staff has the necessary skills to provide the high-quality service that CSS clients have come to expect.

Crystal LaCroix, Director of Special Access

Crystal LaCroix manages special access CABs billing, disputes, and oversees the ASR order processing from provisioning to billing.

Crystal began her telecom career at CenturyTel, now CenturyLink, in 1999 as a Customer Service Representative and later transitioned to the Access Ordering/Provisioning Team Lead. She joined CSS in 2007 as a consultant where her focus was on ASR validation, as well as submission for processing and provisioning. Crystal was later incorporated into the special access billing team, which she now manages. She applies her now 20 years of experience to the entire ASR process from order inception to billing completion, as well as trains clients and colleagues.

Crystal also assists in process streamlining and development to ensure accuracy and efficacy. She works closely with clients and their teams to produce quality results. In her role as Director of Special Access, Crystal has expanded on skill sets developed during her impressive telecommunications career to become an invaluable resource to CSS and our clients.

Kevin Mann, Director of Usage Management

Kevin is Creative Support Solutions’ Director of Usage Management and is responsible for overseeing all usage-related operations.

Kevin brings more than 30 years of information technology experience to CSS, including system development, system integration, system support, project management, and management experience. Kevin’s career began with American Management Systems, where his focus was on systems development projects for telecommunications clients, including extensive experience on both end-user billing and message processing client implementation projects. While at Pacific Telecom, Kevin held several positions within the IT organization, including Manager – Application Systems, where he was responsible for managing the production support teams responsible for the message processing and end-user billing applications.

Kevin’s experience also includes consulting positions with telecommunications clients such as Alaska Communications Systems, where he worked on several projects over a six-year period, including the system integration of the service order management and end-user billing systems.

Kevin’s information technology background, coupled with his telecommunications and management experience, make him a valuable member of the CSS team.

Rick Wilhelm, Programming Manager

As CSS’s Programming Manager, Rick Wilhelm is responsible for the design, development, implementation, and support of all of CSS’s telecom software systems.

Rick brought with him extensive information technology experience when he joined CSS, including system design, development, integration, support, and project management. Rick started his telecom career at Alascom in 1979 developing a new mediation system to support the industry implementation of EMI. He continued as a mediation/billing systems consultant with Pacific Telecom, GST, ACS, and several other clients as a designer/developer of mediation, end user, and carrier access billing systems.

Rick’s information technology background, coupled with his telecommunications and management experience, make him a valuable member of the CSS team.

Denise Higginbotham, Senior Consultant

Denise joined CSS in June 2017, where her primary role was to provide consulting services regarding Access Service Request (ASR) validation and CABs directly related to the ASRs for clients. In addition to ASR validation and CABs processing, Denise writes, submits and manages ASRs for LECs. She uses her industry knowledge and experience to assist clients with their access-related needs and works as a liaison between clients and their customers to ensure that orders are written in accordance to industry guidelines, tariffs or any interconnection agreements. She manages the communication and organization between client, customer and any other parties that may be involved to avoid complications. Denise also participates regularly in NECA trainings and certifications.

Denise began her telecom career at Associated Network Partners, Inc (ANPI), now known as Inteliquent, in Springfield, Illinois, as a customer support representative in 2006. She provided support to clients across the United States assisting with implementation and maintenance for long-distance and ancillary services. It was during this time that Denise developed her passion for representing rural independent telephone companies. In 2013, she transitioned to Provisioning Specialist and continued to support the community by managing provisioning for products such as Direct Inward Dialing (DID), Local Number Portability (LNP), toll free, and TDM and IP transport and trunks. This provisioning role is where she began working with ASRs and tariffs by writing orders and managing the process. She served as liaison between client, IXC and technical staff. Denise was with the company as it transitioned for over 10 years.