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Skills

  • Materials transport
  • High-energy attitude
  • Stockroom procedures
  • Quality control
  • System implementation
  • Technologically savvy
  • Business development understanding
  • Clerical support
  • Store maintenance
  • Billing issue resolution

Work Experiences

  • Handled the needs of up to 7 customers per shift, including collecting payments, tracking rewards, and dealing with customer service issues.
  • Kept meticulous records of all customer accounts, including actions taken, issues resolved, and process data.
  • Conducted customer interviews for process issues and provided feedback to the management team.
  • Prepared and evaluated CRM reports on a regular basis to identify issues and areas for improvement.
  • Achieved a high sales percentage with a consultative, value-focused customer service approach.
  • Shared detailed information about HubSpot options to assist customers in making decisions.
  • Complied with process regulatory agencies' privacy and security requirements.
  • Assessed customer needs and upsold products and services to increase framework sales.
  • Helped customers with their questions and concerns, which resulted in a 15% reduction in complaint calls.
  • Increased customer satisfaction ratings by providing valuable insights into customers' needs and expectations.

Summaries

  • Billing Customer Service Representative is an energetic and dependable Billing Customer Service Representative who has been well-trained and excels in high-end merchandise environments.
  • System regulations and procedures are second nature to me.
  • Bilingual Customer Service Representative with a track record of resolving complaints and issues quickly and effectively.
  • Connecting with business customers to meet account needs, drive growth, and increase retention is a strength.
  • Trained in the use of HubSpot and has in-depth knowledge of strategic planning.
  • Motivated to keep customers happy and contribute to the company's success.
  • Proven performer who can increase and retain long-term customers by leveraging superior communication and relationship-building skills.
  • Professional who is cheerful and upbeat and has a track record of exceeding customer service expectations.
  • Effective Billing Customer Service Representative with 10 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Reliable Customer Service Representative with extensive experience in high-pressure sales and account management situations.

Accomplishments

  • Coordinated with the legal team to ensure all customer billing practices complied with relevant regulations, avoiding potential penalties.
  • Resolved 10 multi-party billing disputes involving intricate contract terms, with 100% accuracy in reconciliation.
  • Monitored and escalated unresolved billing issues to the appropriate teams, ensuring all escalations were addressed within the past year.
  • Processed customer billing adjustments in compliance with company policy, ensuring resolution within several months for all cases.
  • Effectively communicated billing updates and policy changes to 7 customers, improving transparency and reducing confusion.
  • Identified and closed gaps in our billing process, resulting in cost savings of $3 annually.
  • Reduced unresolved billing discrepancies by 26% through cross-functional collaboration with the finance and revenue management teams.
  • Resolved 15 high-level escalated billing issues per week, achieving a customer satisfaction score of 56%.
  • Reviewed 5 accounts monthly to ensure accurate billing, successfully identifying and resolving discrepancies in 72% of cases.
  • Led a project to integrate a new billing system, reducing manual invoice errors by 34% and increasing billing efficiency by 8 hours per week.

Affiliations

  • Participant, Customer Service Excellence Course at Lakeside Partners, 2020
  • Certified Professional Biller (CPB) through American Academy of Professional Coders (AAPC), 2018
  • Member, National Association of Healthcare Revenue Integrity (NAHRI), Boston, method
  • Member, American Association of Professional Billing Specialists (AAPBS), framework
  • Attended the Annual Billing and Coding Symposium at Lakeside Partners, 2018
  • Volunteered in Community Financial Literacy Outreach, educating about Payment Management, Columbus, 2018
  • Student Participant in the Billing & Collection Legal Compliance Webinar at Brightline, 2021
  • Member, National Association of Billing and Coding Specialists (NABCS), procedure
  • Recognized Participant, Best Practices in Customer Dispute Resolution Workshop at initiative, 2015
  • Graduated from process with an emphasis on Customer Relations and Billing Systems, 2016

Certifications

  • Foundations in Billing Resolution Certification - Northwind
  • Certified Accounts Receivable Analyst - Summit Group
  • Certified Healthcare Financial Professional (CHFP) - Meridian
  • Certified Accounts Receivable Manager (ARM) - Vantage
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Customer Support Specialist (CCSS) - Vantage
  • Project Management Professional (PMP)
  • Salesforce
  • Certified Public Accountant (CPA)
  • Billing and Collections Professional Certification - Northwind

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