lead billing analyst resume example with 11+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • :
Professional Summary

Well-qualified financial systems leader offering demonstrated skill and success in managing internal accounting processes, improving controls and strengthening systems for optimal performance. Proficient in all aspects of accounting, including accounts payable and receivable. Gifted in building and leading solid teams to handle high-volume operations with consistency, accuracy and full compliance with regulatory requirements.

  • Resolved product issue through consumer testing.
  • Collaborated with team of 7 in the development of Tyler Munis System and upgrades.
  • Project Management
  • Funds Disbursement
  • Financial Reporting
  • Decision-Making
  • Accounts Payable/Receivable
  • Proficient in Excel (Pivot Table)
  • Fraud Detection
  • Analytical and Critical Thinking
  • Attention to Detail
  • Excellent Communication
  • Leadership and supervision
  • Billing and collections
  • Quality Assurance
Work History
LEAD BILLING ANALYST, 09/2017 to Current
Metlife, Inc.Austin, TX,
  • Provides overall leadership and direction for the Water & Sewer Department by providing high level of direction within the Water & Sewer Accounts including billing, collections, adjustments, refunds, customer communications, Munis system launch and upgrades, Utility Billing grants, annual audits, training, and development
  • Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers
  • Introduces more efficient methods to provide all financial management information for business operations in accordance to accounting internal controls and principles
  • Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities
  • Reviews, analyzes and evaluates programs, systems, reports, and processes
  • Formulates financial reports by creating a Pivot Table in Excel to identify potential trend with Water & Sewer Revenue; Works with Director and Deputy Director to provide resolutions to any financial discrepancies
  • Monitors major projects, reviews policies and objectives for effective and timely accomplishments
  • Reviews, prioritizes, and addresses substantive issues impacting the planning, implementation, and evaluation of programs
  • Works to resolve complex issues that may arise due to commercial vendor invoices and contract agreements with water & sewer billing and third-party vendors
  • Some commercial vendors includes: Federal Bureau Investigation, County of Fairfax Government, Navy Federal CrediT Union Headquarters, and more
  • Prepares vendor check payments; ensures accuracy and safeguard checks until mailed
  • Collects and safeguards cash and checks at the Finance counter; cashes out drawers and balances to deposits; prepares system data entries for deposits
  • Researches misapplied cash, checks, and credit card payments and transferred to appropriate accounts
  • Reviews and processes lockbox payments
  • Reconciles utility billing and delinquent accounts that were sent to the state due to non- payment activity on the general ledger
  • Researches and resolves complicated account problems; updates account status listings, records, and databases to ensure account correctness; manages difficult customer situations, responds to customer needs and solicits feedback
  • Researches and draft responses Water & Sewer customers
  • Performs water and sewer billing process as necessary
  • Processes and reviews monthly water & sewer bills; coordinates data collection with meter reading division; analyzes, reviews and corrects data; enters all adjustments and the majority of payments; directs the bill creation process
  • Determines when to calculate monthly interest, and directs timing and creation of past due bills and two cycles of cutoff notices
  • Responds to escalated customer concerns/issues written and verbally by interpreting Town codes and State for their understanding
  • Processes service orders and account terminations; analyzes accounts, calculates and reviews adjustments; prepares payment agreements; researches payment transactions; and updates resident accounts as necessary
  • Posts transactions to accounting records such as worksheet, ledger or computer files
  • Processes meter reading data
  • Pursues collection of delinquent utility accounts, including preparation of final notices, shut-off and turn-on orders, establishing and monitoring payment schedules, customer follow-up account research, prepare liens, and write-offs
  • Provides online IT customer support to the Water & Sewer payment portal
  • Responsible for filing and completing other administrative paperwork as needed
  • Assisted in the Implementation for new Tyler Munis System, and trained co-workers how to use new system
  • Designed and produced reports to highlight and explain collection issues and balances due, working with customers, town attorney, and directors simultaneously.
CASH MANAGER, 02/2015 to 06/2017
Assured PartnersWestport, CT,
  • Responsible for managing, coaching, training and driving the overall performance of the Front-Line Cash team of 40-60 employees to achieve KPIs
  • Reconciled cash and credit card transactions and researched and investigated chargeback requests
  • Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities
  • Reviews and submits timesheets for payroll processing
  • Recruited, interviewed, hired and trained employees and implemented mentoring program to promote positive feedback and engagement
  • Reviewed internal controls and made necessary process and procedure adjustments to protect organization; repositioned security cameras in vault and cash dispensing machine room for increased security
  • Performed weekly safe and cash dispensing machine audits
  • Daily and monthly cash reporting and monitoring of net indebtedness
  • Assist sales team to ensure finance and sales numbers are reconciled
  • Managed daily pickup process with our armored trucks, ensuring that deposits are picked up on a daily basis
  • Manage credit card transactions with the bank, acknowledging that transactions has been processed successfully
  • Prepared and analyzed month/year end financial statements, G/L reconciliation, journal entries, payroll, accounts receivable, accounts payable and collections
  • Handled escalations for all customer service issues
  • Ensure consistent and high levels of customer excellence at all times
  • Responded to and acts on customer feedback
  • Developed strong links to internal and external stakeholders
  • Provided clear leadership and direction to customer service team daily
  • Inspired and lead customer service teams
  • Promoted hardworking, successful and pleasant team environment
  • Actively identifies areas where processes and systems can be improved so that costs can be saved or revenue increased.
MANAGEMENT ANALYST II, 07/2011 to 02/2015
State Of MassachusettsNorth Andover, MA,
  • Oversaw all cash management, accounting procedures and program administration, including accounts payable, payroll, budgeting, personnel development and accounting functions
  • Responsible for focusing on taxpayers by directing and optimizing call center, billing, collections, customer communication functions, programs, mail, and faxes. Provided oversight for all related areas of regulatory compliance
  • Restructured procedures through coordination with Directors to create and execute projects
  • Reviewed internal systems and organized training plans to address areas in need of improvement
  • Served as point of contact for all collections processes, researches, procedures, and major system projects
  • Managed and supervised a staff of 35 employees and 4 supervisors
  • Managed workflow on Call Center floor between incoming calls, supported functions and special projects
  • Introduced more efficient methods to provide all financial management information for business operations
  • Reviews and provided guidance in the development of policies, programs, and methods for optimal efficiency
  • Developed and maintained strategic plan for addressing workforce challenges to achieving customer service level agreements and customer relations operational stability
  • Assisted taxpayers with Federal Income Taxes filing and mailing
  • Plans and conducts studies to identify and initiate process changes
  • Provided high level direction and supervision to supervisors overseeing call center, collections, and issues, with more specific focus on the operational efficiency of bills generation, processing, collections, adjustments and refunds
  • Responded to escalated taxpayer concerns/issues written and verbally by interpreting the state and county codes for their understanding
  • Responsible for evaluating and conducting performance reviews; provides individual development plan when needed
  • Provided feedback and coaching to ensure call service and call quality goals are met, on a daily basis
  • Promoted a superior and customer focused environment by managing the efficient delivery of quality service to customers
  • Developed a training program individually tailored to employees, to assist in obtaining their individual goals
  • Monitored major projects, reviews policies and objectives for effective and timely accomplishments
  • Monitored POS system and developed alternate procedures, when or if system crashes
  • Responsible for testing of POS system for updates, ensuring all aspects of the software worked properly
  • Implemented written policy procedures and measures to create and increase accounting efficiency and accuracy
  • Monitored accurate and fast processing of tax payments for all Real Estate, Personal Property, and Business taxes,daily
  • Responded to escalated taxpayer concerns/issues written and verbally by interpreting the state and county codes for their understanding
  • Oversaw cash and check management and processes, including managing lockbox
  • Researched and resolved cash, check, and credit card issues
  • Conducted monthly audits to vault and researched any discrepancies
  • Manages the daily pickup process with our armored trucks,ensuring that deposits are picked up on a daily basis
  • Researched, analyzed and resolved taxpayer delinquent accounts
  • Analyzed and reviewed administrative practices, processes, and operations by utilizing qualitative and quantitative skills
  • Prepared reports and meeting notes for senior management, providing recommendations for improvement
  • Managed petty cash fund for the entire County of Fairfax
  • Ensured all mailed in payments were processed by the scheduled due dates
  • Created extensive audit trail and tracking system
  • Reviewed, corrected and processed bi-weekly payroll system for staff
  • Reviewed internal control structures, performed special reviews, conducted internal audits, made recommendations for corrective actions of unsatisfactory conditions, report findings to the Director and Assistant Director.
Bachelor of Science: Computer Science, Expected in to Norfolk State University - Norfolk, VA
Bachelor of Arts: Business Administration, Expected in 12/2023 to Southern New Hampshire University - Manchester, NH

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Norfolk State University
  • Southern New Hampshire University

Job Titles Held:



  • Bachelor of Science
  • Bachelor of Arts

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: