Customer Service Account

Sonja Terrell

*** ******* ***** ******

Stone Mountain GA 30083

E-mail: ********@*******.***

Home 404-***-****

Objective: To obtain an exciting, creative, and challenging position,

which will allow me the opportunity to demonstrate my proven

ability in customer service, billing, analytical skills, and

demonstrate my creative and team focused skills in an

environment that work towards achieving the organization's

success.

EXPERIENCE:

Wincup Holdings Inc December 2008 - Present

Accounts Receivable Specialist

. Responsible for the research and resolution of customer disputes and

discrepancies related to billing, short pays, returns, and quality

related invoices

. Process incoming cash, re-bills, research bid rebates, charge backs,

credit memos, and Debit memos

. Responsible for cash applications, account reconciliation, and

reduction of past due receivables

. Verify and process broker commissions, contract bill back and freight

fees

. Establish, control, Coordinate and follow-up on issues related to US

Food

. Service automation maintenance and reporting implementation

. Verify, report, and isolate financial stats using Excel spreadsheets

and Pivot Tables

D S waters (Crystal Springs Water) October 2004 - December 2008

National Account Billing Specialist

. Handled 22 multiple accounts on a daily basis by using Oracle

extensively

for billing, A/R, A/P, credit, re-bills, and collections and reporting

for client invoicing

. Responsible for preparing and sending monthly billed invoices to the

customer via e-mail or by mail; by researching, correcting, and

negotiating contractual products and perform account comparisons

by the contract pricing matrix and completing month end closing

procedures by using Excel spreadsheets and Pivot Tables to create

consolidation and summarize invoices in a timely manor

. Verify, correct, and perform account extract reconciliation reporting

and explain

discrepancies in revenue variances

. Execute and assist in account receivables processing, monitor

preparation and control

of customer financial records (i.e. account ledger); monitor account

ledger activities

and follow-up on any invoice or dispute issues

. Verify, report, and isolate financial status for National Accounts by

correcting billing

errors and making adjustments as needed

. Execute and assist with tracking and reporting of third-party vendors

. Identify and resolve over billed, duplicate and other questionable

discrepancies on the

customers' account involving billing, contract, payment and customer

complaints

Responsible for applying all incoming checks, Ach, and Purchase

Express payments as well as maintaining all account ledgers for the

National Accounts Team

. Create training materials and instruct new Billing Specialists in

systems and procedures for Oracle

IKON Office Solutions January 2003 - October 2004

Customer Billing Associate -ATM Marketplace

. Identify and resolve high priority unbilled contracts assigned by

marketplace

. Create final billing as required for end of term contracts

. Process and maintain maintenance contracts into billing system for

single,

multi-machine, multi-metered and complex contracts

. Modify, cancel and renew contracts as required

. Obtain and correct meter reads, purchase order numbers and other

information

as necessary from customers and other IKON personnel

. Requests credit memos for any erroneous or changed billing

. Create additional reporting/spreadsheets as requested by customer and

supervisor

. Develop and implement strategic sourcing direction for the procurement

of products and services in line with corporate objectives. Negotiate

best in class price, quality, service levels, and delivery terms for

purchased products and services that deliver the lowest total cost.

. Assist in training Associate Contract Billing Representatives

Harland July 2000 - January 2003

Billing Coordinator

. Analyze and audit billing, production, and contract information and

investigated discrepancies

. Ensures new customer accounts are forwarded to appropriate

departments.

. Establishes, controls and follow-up on issues related to contract

implementation

. Acts as a liaison between customers and account mangers for contract

expiration notifications

. Coordinate new customer set-up with Customer Support Representatives

and ensure

the appropriate documentation has been provided

. Coordinates automated billing, maintenance, and reporting, price card

and other

billing related issues and systems with the appropriate departments

. Performs administrative and adhoc responsibilities as well as account

receivable and account payable duties

Sprint Communications September 1999 - April 2000

National Accounts Customer Support Representative

. Managed and maintained front-line technical support and consultation

to customers; Performed emergency remedies for restoration of troubled

production

. Interfaced with and served as liaison between customers, vendors and

field agencies

. Provided service and product information on a daily basis by Utilized

technical applications in isolating and analyzing problems

. Identified /recommended leading growth opportunities and upgrades in

over utilization issues and submitted to the account teams.

GE Capital Credit Services (Monogram Bank of Georgia) October 1994 -

September 1999

Research Representative

. Identified and resolved account discrepancies and encoded deferred

billing purchases

. Processed customer file maintenance and account adjustments Account

receivable, account payable

. Maintained and assisted with account transcripts and disputed sale

deviations process

. Post sales and payments to customer accounts Performed administrative

tasks for several departments

. Formulated spreadsheets displaying daily percentages of mail received

from customers

. Managed and maintained off-site storage for Home Depot Credit Service

and ABG

. Established/terminated credit accounts

. Educated temporary/new employees during orientation

Attributes:

. Strong interpersonal skills and exceptional organizational skills/Work

independently

. Effective motivational skills for culturally diverse work groups

. Exceptional oral and written communication skills

. Proven track record for Customer Assurance/Integrity Performance

. Complete tasks and meet objectives in a timely manner

. Quickly grasped the concept to work procedures for reporting trouble

tracking systems,

billing systems, dispute processes, and service plans

Skills:

Proficient in the following telecommunications services, protocols and

Microsoft Software applications:

OMAR Systems, Microsoft Access, Microsoft Excel, Microsoft PowerPoint,

Microsoft Word, Microsoft Outlook, Windows 95 and 2000

Education:

North Carolina Central University fall-2004 - present

Major: Criminal Justice; Minor: Business Administration

REFERENCES: Available upon request

Contact this candidate