Detail-oriented and methodical Billing Analyst offering twelve years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance. Accomplished financial analyst, banking and management professional with proven effective leader skills in development and oversight of high-performing, multi-disciplined and quality-oriented teams. Adept problem solver, employing creativity and innovation to overcome challenging and complex issues across employees, processes and costs. Focused and meticulous in all financial and regulatory compliance objectives to strategically plan and execute budgets, forecasts, cost-reduction techniques and safety initiatives. Outstanding communicator with Spanish fluency and well-versed in employee, vendor and partner relations.
Skills
Account management
Operations management
Resourcefulness
Effective Strategic Thinker
Goal-oriented
Safety Advocate
Superior attention to detail
Strong in-depth knowledge in (MDMS), (CSS), (SAP), (EDM), (CCA), (NEM), Un-Metered Streetlights, Public Authority Validations, and (IEE)
Detailed knowledge of SCE Tariff Books, Rules, Rates, and Prices Choices
Team Player
Dependable and reliable
Self-motivated professional
Training development aptitude
Work History
Customer Service Billing Analyst, 06/2020 - Current Aaa Auto Club – Clive, IA,
Analyze and interpret billing data, processes, procedures, and polices to frame identified issues, inclusive of capturing a problem statement, details of the current process and root cause of the issue, recommend and find alternative solutions, and the impact to operations based on identified solutions.
Collaborate with project and program managers to conceptualize, develop, and communicate strategic innovative solutions to address complex billing issues.
Point of contact within my peers and multiple departments during collaborations with SAP efficiency, complex usage, and billing related issues that have a direct impact on accuracy and timeliness of customer billing.
Provide operational and technical support to ensure my peers are successful in their roles.
Create innovative solutions and operational procedures within the Streetlight Billing Desk.
Provide exceptional support in CBO's transition and stabilization of SAP.
Create operational foundations for Streetlight Billing Desk and Routine Billing such as resolving complex, escalate issues that include customer complaints, department backlog, training gaps, create job aids, develop process for complex billing scenarios, technical issues and or limitations.
Complete BPEM cases efficiently, timely, and accurately matter.
Member Representative II, 04/2018 - 06/2020 Rent-A-Center – Clarksville, TN,
Delivered World Class face-to-face service to Members requesting account assistance
Processed new memberships, additional share accounts, savings services, consumer loan requests and general consumer loan funding as requested by Members
Provide consultative services to Members regarding credit union products and services by assessing Member's needs, addressing their concerns and gaining agreement
Complete documentation for accounts and loans according to credit union procedures
Tech Ambassador
Pilot Branch Coordinator
Find solutions, create efficiency, and work with help desk to find solutions as one Team
Created job aids for fellow pilot branches
Assistant Manager, 09/2016 - 04/2018 U.S. Bancorp – City, STATE,
Supported management through risk identification, control testing and process improvement procedures
Established operational objectives and work plans and delegated assignments to subordinate managers
Provided direction and leadership to all employees to maximize productivity and bottom-line
customer relations
Oversaw a branch team consisting of three customer service representatives and four personal bankers
Managed branch operations and made continuous improvements in each area
Assessed clients’ financial situations to develop strategic financial planning solutions
Originated, reviewed, processed, closed and administered customer loan proposals
Acting Branch Manager
Center Consultant, 09/2015 - 09/2016 FedEx – City, STATE,
Received calls and personal inquiries regarding questions and problems associated with usage of basic to advance FedEx office online software
Maintained a system for documenting help desk and repair request calls. Made compile lists of
questions and solutions to computer and software related problems, indexed in such a way
that it facilitates consistent response by other Technicians and users
Instructed users in one-on-one situations, either in person or by telephone or other media, on the use of common business and educational software such as learning tools, word processing, spreadsheet, databases, and graphics
Developed and maintained up-to-date documentation supporting assigned and related areas of
responsibility
Maintained activity records for production, troubleshooting, and changes
Contacted third party vendors for warranty repairs. Collected information on computer and technology related problems. Determined active warranties. Arranged with vendors for visitations, and dispatched non-warranty repairs to on-site technicians
Operated peripheral data processing and other related equipment such as printers, terminals, and sorting equipment according to established procedures or instructions
Provided basic troubleshooting of user problems accessing databases, network, and email
Respond to requests and inquiries from system users. Provides training in data processing systems and report/data generation procedures and steps
Demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to all customers
Grew revenue through customer education of business solutions and product offerings
Implement onsite marketing programs
Maintain and regularly update customer data base and other systems and reports
Perform administrative duties, including ordering supplies and inventory controls
Created and review financial reports including daily sales, close-outs, and bank deposits
Business Advocate, 08/2007 - 05/2015 Wells Fargo Bank – City, STATE,
Business Advocate
Researched clients' business issues and goals to offer appropriate solutions
Created alternative business plans to improve customer relationships
Uncovered and qualified prospects and sales opportunities in targeted markets using external resources
Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations
Networked and interacted with local, national associations to optimize industry connections
Evaluated current service needs and product satisfaction levels with established customers
Personal Banker
Troubleshooted any technical issues with computers, printers, network, and software
Provided frontline branch level IT support before it was escalated
Assisted Technical Support with Epson RFB scanners and windows software
Received superior customer service satisfaction scores for numerous consecutive quarters
Submitted loan applications directly to underwriter for verification and recommendations
Assessed clients' financial situations to develop strategic financial planning solutions
Processed monthly vault and ATM audits with zero error rate
Answered phone inquiries on banking products and services
Created innovative financial solutions to meet customer needs and provide competitive edge
Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue
Customer Service and Sales Representative
Executed customer transactions, deposits, withdrawals, money orders and checks
Rapidly and efficiently prepared customer and ATM cash and change orders
Coordinated daily cash reconciliation at a high-volume location
Executed wire transfers, stop payments and account transfers
Maintained friendly and professional customer interactions
Opened new accounts including checking, savings, credit cards, and line of credit
Resolved customer relations issues effectively
Education
Current Student: Computer Engineering, Expected in - Crafton Hills College - Yucaipa, CA, GPA:
Current Online Student: Information Technology, Expected in - Coursera - , GPA:
High School Diploma: , Expected in 05/2008 - Montclair High School - Montclair, CA GPA:
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