Carla M. Collins

***** ********** ***** ******, ***** 77389 817-***-****

wrqode@r.postjobfree.com

Professional Profile

SAP Certifications: Sales and Distribution, Customer Service and Solutions. Prepare daily reports using SAP, Oracle, and MS Access to ensure company accounting regulations are met. Provide tactical and strategic support to meet business goals, knowledge of principles, theories and concepts in customer support, order processing, billing, invoicing, and asset control. Supervisory experience with the ability to supervise a group of employees doing similar tasks. Ability to demonstrate planning, organizational, and decision-making skills with solid written and verbal communication skills.

Software/Systems Used

SAP, JD Edwards, AS400, CRM, IS-U, People Soft, Great Plains, Peachtree, Meditech (CPT/ICD-9 coding) GroupWise AP Recon-A/P and A/R, Quick books, Arbor, Infinium, Kronos, Microsoft Office (Word, Excel, FrontPage, Access, Power Point, SharePoint and ERP systems)

Professional Experience

TXU-Energy Future Holdings Irving, TX

Resolution Revenue Management Analyst

09/2008 – 01/2011

Accomplishments:

Elected and served on a team that strategically converted joint billed customers to standard billing and or vice versa in order to comply with customers needs.

Elected and served on a team that corrected customers billing profile from business to residential or from residential to business using daily SAP T-codes and then was able to later bill and invoice the customers on the correct product and price plan.

Given the opportunity to assist the training department to implement new processes and training material needed for current and upcoming new specialist.

Implemented SAP system, gaining knowledge of T-codes and proper usage during companies’ merger.

Key Roles and Responsibilities

Duties consisted of analyzing errors on customer’s accounts and investigating the root cause while keeping of possible systematic error trends. Daily use of SAP, CRM, IS-U in order to effectively correct data errors that may have caused billing issue preventing invoicing of customers bills. Constant use of ERCOT, Markettrack, EDI and occasional called to varies TDSP’s to ensure accurate consumption reporting and usage.

Performed payment transactions and reversals, reviewed and adjusted debits and credits on client’s accounts. Performed account maintenance/reconciliation. Generated invoices that included re-invoicing due to invoice failure, adjustments not posted, and account reconciliation. Responsible for making sure accounting and tax requirements were met in accordance with company policies regarding account type of residential or commercial.

Verizon Telecom Dallas, TX

Customer Escalation Specialist

04/2008 – 09/2008

Accomplishments:

Received Supervisory mention for excellent customer feed back survey.

Promoted to the Lions Club Hall of Fame for reaching superior sales quota.

Ability to keep AHT to a minimum while averaging 19,500 to 20,000 points per call.

Attendance and availability remained at 100%

Key Roles and Responsibilities

Investigated and resolved account complaints with business and residential customers regarding issues about account charges and or credits

While performing my daily task I was able to effectively assist customers and handle all of their servicing needs which includes but is not limited to services calls about products and features, adding, changing, moving and deleting services.

Dr Daniels Family Practice Shreveport, LA

Office Manger Assistant

06/2005 – 03/2008

Accomplishments:

Was promoted to office manager assistant within a year

Awarded the "And Then Some" Patient Relations Award

Key Roles and Responsibilities

Perform various duties in order to ensure proper billing of patients’ accounts by verifying insurance and processing claims. Contacted the necessary parties to keep patients records accurate and out of delinquent status. Maintained and monitored tracking log for patient’s accounts that became escalated due to non-payment. Advised a patient of varies insurance providing services in order to ensure account would stay current. Provided assistance in activities related to taking proper care of patients, checking and maintaining medical records and sometimes educated the patients regarding their visit.

Alltel, Shreveport, LA

Customer Service Rep. Team Lead

04/2003 - 5/2005

Accomplishments:

Sales Team was ranked #1 for two consecutive years

Assisted in training of new hires using the company programs and software

Started a new sales help programs for reps that had low sales and high charge backs

Received the “Who’s Who” Award for company wide accomplishments.

Key Roles and Responsibilities

Responsible for providing leadership and direction to the call center and members of the customer service and inside sales teams. Managed overall customer service and coach a team of customer service representatives and inside sales staff, including monitoring and directing the overall activity and performance of call center staff. Establish and support an atmosphere that promotes teamwork in a positive work environment. Conduct team meetings. Coach, train and mentor customer service representatives. Prepare and maintain performance and productivity reports for the call center. Monitor customer service representative calls to observe use of outstanding service skills, technical accuracy and conformity to company policy and procedures. Handled escalated calls and helped coaches and reps with difficult situations

U.S. Support Company, Shreveport, LA

Human Resources/ Payroll Specialist

08/2001 - 04/2003

Key Roles and Responsibilities

Responsible for accurately preparing and processing timely payments to employees in compliance with regulations and in accordance to company guidelines, while processing wage garnishments and benefit deductions. Properly maintained employee records, responded to payroll inquiries, communicated on payroll issues with departments, audited records and produced payroll reports.

Tier II Data Tech Specialist

06/2000 – 08/2001

Key Roles and Responsibilities

Investigated reasons for customers not being able to get online access thru DSL service provider. Occasionally requiring to access customers Hub, DSLAM or REDBACK for more in-depth root cause. Submitted dispatch request in order to correct any issues that may be caused due equipment failure.

Education

Louisiana State University, Shreveport, LA

University of Phoenix, Phoenix, AZ

North Lake, Irving, TX

Contact this candidate