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Skills

  • Chargeback prevention strategies
  • Supervision
  • Process optimization
  • Financial data analysis
  • Business operations
  • Relationship development
  • Customer inquiries
  • Internal department liaison
  • Escalation avoidance
  • Guidance on billing adjustments

Work Experiences

  • Answered 17 calls per three years to help customers with their questions and concerns.
  • Advised management on systemic billing issues.
  • Boosted overall dispute satisfaction by 26%.
  • Advised management on systemic billing issues based on trends from one year dispute data, leading to software improvements.
  • Had an excellent attendance record and was always on time for work.
  • Coached team members on charge dispute resolution.
  • Analyzed historical data from 12 disputes.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Advocated for process improvements.
  • Authored internal documentation on billing dispute protocols.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Customer service is a strong suit, as is keeping conflict resolution focused on the client.
  • Achieved 100% compliance with financial and legal standards.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved recovery within 3 months.
  • Consistently recovered $8 in erroneous charges.
  • Collaborative professional with a strong ability to liaise between internal departments and consumers, ensuring consistent 21% satisfaction rates on resolved billing disputes.
  • Customer service skills are exceptional, as is typing accuracy.
  • Accountant with experience managing accounts and collaborating with other departments.

Accomplishments

  • Collaborated with technical support and sales departments to identify and resolve recurring invoice discrepancies.
  • Managed dispute resolution for a client portfolio worth $9, preventing revenue loss and ensuring timely payments.
  • Conducted a comprehensive audit of billing procedures, identifying $15 in unrealized credits for timely dispute resolution.
  • Facilitated corrective training for 4 billing specialists, improving customer satisfaction score by 75%.
  • Documented and resolved initiative which led to program.
  • Successfully resolved 29% of incoming billing disputes within 6 months, exceeding team KPIs by 72%.
  • Developed and conducted cross-departmental training on dispute resolution tactics, resulting in a 27% increase in first-call resolutions.
  • Recognized by leadership for resolving 31% of billing disputes within a 48-hour window, setting the workplace benchmark.
  • Provided detailed reconciling reports to clients, recovering over $7 in unaccounted revenue.
  • Personally resolved high-priority escalations which resulted in a 54% reduction in customer churn.

Affiliations

  • Financial Management Association International (FMA)
  • Toastmasters
  • Certified Billing and Coding Specialist (CBCS) Certification Association
  • American Society of Billing and Collection Professionals (ASBCP)
  • Society of Human Resource Management
  • Association of Credit and Collection Professionals (ACA)
  • Society of Women Engineers
  • National Contract Management Association (NCMA)
  • Federation of Accounting Dispute Management Professionals (FADMP)
  • Association of Information Technology Professionals

Certifications

  • Customer Service Certification - ICSA
  • CompTIA Security+
  • Healthcare Data Analytics Certificate – standard
  • Certified Responsible Person for Dispute Resolution (CRPDR) - Summit Group
  • Billing and Reimbursement Specialist - Harbor & Co.
  • Google Certified Professional Cloud Architect
  • SHRM Certified Professional (SHRM-CP)
  • Certified Accounts Adjuster (CAA) - Northwind
  • ServSafe
  • CompTIA Network+

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