Dynamic and highly qualified individual with extensive knowledge of customer service, collections and billing who adapts seamlessly to constantly evolving processes and technologies.
Set up and maintain accounts for electronic billing.
Experienced in the following electronic databases- Advocator, Allegiant Systems, Bridgeway, Collaborati, Counsellink, CSC Global, Datacert, Lawtrac, Legal Exchange, Legal Precision, Legal Solutions, Serengeti and Tymentrix 360.
Experienced using the software package Aderant.
Interface with Attorneys, Paralegals, IT departments and Thompson Coburn Account Specialist within Thompson Coburn.
Interface with clients, IT departments and Accounts Payable departments outside of Thompson Coburn.
Currently submitting electronic billing to approximately 150 clients, which accounts for 60% of billing revenue.
Trained Thompson Coburns billing representatives on the websites and processes of electronic billing.
Management of the Accounts Receivable of Electronic Billing Clients using the Collection System ARCS.
Managed a staff of up to eleven Customer Development Representatives responsible for daily client installation operations of Internet connections.
Responsible for Quality Assurance of all SAVVIS orders in the US territories.
Handled client escalations issues.
Developed processes and procedures to handle incoming orders.
Interfaced with other departments to coordinate the installation of Internet circuits, including order entry, sales, provisioning and the installation team.
Performed all managerial duties including interviewing, hiring, performance evaluations and disciplinary reviews.
Developed team building skills within the department to promote increases in productivity and positive morale.
Teamed with sales personnel to cross-sell additional services to existing clients.
Visited client sites to service accounts and develop relationships.
Briefed clients on new telecommunication developments and products.
Interfaced extensively with other departments supporting branch functions, including order entry, contract administration, and customer financial services.
Served as "Billing Specialist" for the St. Louis sales office.
Maintained customer churn below departmental threshold.
Designed, implemented and trained branch personnel on procedures for customer contracts.
Wrote and reviewed work orders for installation of telecommunication services.
Supervised up to eleven collectors assigned to the southern region of the United States.
Consistently exceeded department goals for collection of 60+ aging accounts receivable and write-offs.
Monitored daily workload of collectors.
Handled customer escalation issues for assigned territory.
Prepared and submitted month group statistics, forecasts and reports to management.
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