LiveCareer-Resume

billing and customer service specialist resume example with 13+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution.

Skills
  • POS systems expert
  • Training development aptitude
  • Receiving support
  • Sales expertise
  • Staff education and training
  • Professional telephone demeanor
  • Recordkeeping strengths
  • Order fulfillment
  • International sales support
  • Report preparation
  • Service standard compliance
  • Data Entry
  • Route dispatch
  • Credit card processing
  • Key holder experience
  • Multi-line phone talent
  • Money handling abilities
  • Complaint resolution
  • Strategic sales knowledge
  • Account Management
Work History
08/2018 to 12/2019 Billing and Customer Service Specialist Tronc | Norfolk, VA,
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Produced, distributed and tracked more than 10000 monthly invoices for Cox Communications.
  • Worked with Billing Managers to properly apply customer remittances.
  • Applied more than 1000 payments per week.
  • Performed targeted collections on past due accounts aged over 90 days.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues.
  • Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Verified accuracy of accounts payable payments, resulting in 90% reduction in payment errors and check reissues.
  • Generated accounts payable reports for management review to aid in financial and business decision making.
  • Verified vendor accounts by reconciling monthly statements and related transactions.
  • Utilized talents and expertise to complete on-time and accurate monthly closing processes, journal entries and accruals.
  • Generated financial statements and reports detailing accounts receivable status
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
  • Answered constant flow of customer calls with up to 30 calls in queue per minute.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Regularly exceeded daily sales and product add-on quotas.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals 72%.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided information to customers regarding Cox Communications charge card and loyalty program and helped to open and activate new accounts.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Responded to customer requests for products, services and company information.
  • Educated customers on promotions to enhance sales.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Cultivated customer loyalty, promoted repeat customers and improved sales.
01/2017 to 12/2019 Journalist Reading Plus | Winooski, VT,
  • Organized material, determined area of emphasis, and wrote stories according to prescribed editorial style and format standards.
  • Evaluated and followed up on news leads and news tips to develop story ideas.
  • Applied understanding of public opinion, social media and traditional media use to create engaging and attention-grabbing stories.
  • Wrote pieces and news stories for online publication, coordinating images and layout to deliver proper presentation.
  • Pursued and developed stories independently and for assignment, covering range of topics.
  • Performed research and checked all facts to maintain high standard of journalistic integrity.
  • Wrote, edited and produced stories for multiple platforms, including Internet and digital channels.
  • Followed through on beat sources, contacts and leads to gather information for stories.
  • Researched content and grammatical issues to check accuracy of information.
  • Performed administrative tasks such as copying, faxing and reception work with accuracy and efficiency.
  • Managed finished works and version edits for comprehensive record of each file.
  • Checked and corrected grammatical and spelling errors in diverse documents.
  • Monitored social media and online sources for industry trends.
06/2002 to 06/2012 District Property Manager Huntington Properties | City, STATE,
  • Directed property management program by determining requirements, applying use standards, planning for material equipment replacement, and implementing quality control oversight.
  • Administered property-related budgets, reviewed invoices and tracked costs.
  • Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
  • Conducted inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
  • Evaluated and recommended changes in rental pricing strategies to remain competitive in market.
  • Developed, reviewed and submitted property operating and capital budgets.
  • Kept records accurate, detailed and fully compliant with reporting requirements to meet all state, local and federal housing requirements.
  • Established strong, professional relationships with owners, property managers, businesses and residents by promoting team collaboration and delivering exemplary service.
  • Prepared specifications, solicited bids and approved subcontracts for building services.
  • Established and maintained systems to report and track PHAS indicators.
  • Handled disciplinary actions, performance appraisals and terminations of company staff.
  • Conducted property showings to highlight features, answer questions and redirect concerns to close contracts.
  • Coordinated with janitorial and engineering staff on maintenance and upkeep.
  • Handled tenant complaints promptly and appropriately, calling in repairmen and other support services as needed.
  • Responded to messages and inquiries from various parties and used well-developed active listening and open-ended questioning skills to promote quick issue resolution.
  • Generated leads for sales and rental properties through cold calls and referrals.
  • Promoted positive company and owner relationships through proactive attention to concerns.
  • Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
  • Kept properties in compliance with local, state and federal regulations, including prohibiting any form of discrimination in operational practices.
  • Developed annual operating budgets and forecasts, as well as sales and marketing plans.
  • Maintained sufficient number of units market-ready at all times.
  • Worked closely with clients to facilitate appropriate loans, inspections and credit reports.
  • Minimized vacancy periods by collaborating with building owners to strategize improvements to marketing initiatives, business plans and tenant outreach programs.
  • Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
  • Maximized rental income while minimizing expenses through effective planning and control.
01/2002 to 06/2004 Editorial Intern The Daily News | City, STATE,
  • Reviewed and edited 10 stories every week by marking errors and presenting to writers.
  • Worked with writers to assist with story development and research.
  • Proofread, edited, and evaluated final copy to verify content aligned with established guidelines.
  • Wrote articles pertaining to the youth in the area and conductiedn interviews and research to gain verfied facts for editorials.
Education
Expected in 06/2004 GED | Lower Columbia College, Longview, WA, GPA:
Expected in Associate of Science | Early Childhood Education Lower Columbia College, Longview, WA GPA:
Expected in Associate of Arts | Journalism Lower Columbia College, Longview, WA GPA:
  • Member of The Literary Society.

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Resume Overview

School Attended

  • Lower Columbia College
  • Lower Columbia College
  • Lower Columbia College

Job Titles Held:

  • Billing and Customer Service Specialist
  • Journalist
  • District Property Manager
  • Editorial Intern

Degrees

  • GED
  • Associate of Science
  • Associate of Arts

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