Customer Service Manager

Natasha Owens

**** ******** ****, ****** ******, MD 20904

301-***-**** . *******@*****.***

Employment

Sr. Billing Specialist 01/05 - 02/08

3M - Health Information Systems Division

(Formerly Softmed Systems, Inc.)

12215 Plum Orchard Drive, Silver Spring, MD 20904

Supervisor: Jennifer Volk (Sr. Accounting Manager) 301-***-****

Duties & Responsibilities

< Managed Annual Enhancement and Support Contracts

o Primary point of contact for contract clients

o Prepared monthly, quarterly, semi-annual and annual quotes and

invoices

. Reviewed returned invoices and address cards due to

incorrect billing addresses and updated the database

accordingly

o Processed purchase orders and made adjustments to customer

accounts

o Investigated, processed, and responded to a variety of routine

and moderately complex billing adjustments, inquiries, and

routine correspondence.

o Analyzed problems independently and took appropriate action with

allowed boundaries and made supervisor aware of all matters

requiring her attention

o Worked with collections' department to resolve customer disputes

< Provided accounting & administrative support to Accounting Manager,

Staff Accountants, Comptroller, Client Support Center, etc.

< Provided excellent customer service to clients

< Emailed Control File to clients

< Performed other duties as assigned such as research, audits & other

special projects

Business Office Manager 6/97 - 8/04

Gasch's Funeral Home, P.A.

4739 Baltimore Avenue, Hyattsville, MD 20781

Supervisor: Christine Bowser 301-***-****

Duties & Responsibilities

< Managed day-to-day business office operations and supervised staff

< A/R functions

o Maintained up-to-date billing system

o Processed and generated billing invoices according to contract

agreements

. Reviewed and mailed manual invoices

o Reconciled accounts and resolved invoice discrepancies

o Created and maintained accounts receivable customer files

o Accepted & posted payments to accounting ledger

. Received and counted cash, and issued receipts

o Authorized representative for company check writing

o Investigated and resolved customer queries/issues

o Processed refund requests, adjustments and payments

o Performed credit inquiries with all major credit bureaus to

determine credit extension

o Periodically reviewed records and subsequent computer printouts

to balance accounts and to identify suspense items or delinquent

accounts requiring further action

. Organized recovery system and initiated collection efforts

o Communicated with clients and vendors via phone, email, mail and

personally

o Reviewed returned invoices and address cards due to incorrect

billing addresses and updated the database accordingly

< Managed and provided general administrative support to all aspects of

business operations

o Prepared daily agenda, assignments and activities

. Scheduled appointments and arranged meetings

o Answered telephones on multi-line system

. First point of contact

o Set up new customer files and maintained existing customer

records (both manual and electronic)

. Prepared documents, forms, memos, letters, signs, registry

books, prayer cards, programs, special requests as needed

o Reviewed and proofread documents and statements

o Prepared and filed vital records documents with DHMH (ex. Death

certificates)

o Oversaw IT coordination/support/troubleshooting, etc for all

office equipment

o Notary public

o Ordered and purchased services, supplies & equipment, and

maintained inventory

o Received and distributed mail

< Performed other duties as assigned: newspaper death notices, airline

travel, burial arrangements

Education

B.S., Business Administration 2007

University of MD University College Adelphi, MD

Additional Skills

< Strong prioritizing, organizational, analytical, interpersonal and

communication skills, confidentiality, quick thinker, self-starter,

extensive customer service experience

< Strong Attention to detail and accuracy, confidentiality, judgment

< Information management, problem-solving & decision-making skills,

stress tolerance, tenacious, negotiation and conflict management

skills

Computer/Technological Literacy

< Computer literacy, with word processing skills in the following:

Computer Platform: Windows, MS Office: Excel, Word, Outlook,

PowerPoint, SBT, SofTrax, Support Magic, LotusNotes, Documents-On-Demand,

Adobe, Control File, Quark Express, Mortware 2000, Internet, Search

Engines

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