Customer Service Microsoft Office

*** *. **** **. ******, TX, ***** #***

214-***-**** ac4nwf@r.postjobfree.com

Linda Wilcots

Objective

To acquire a position in an innovative department and utilize my more than twelve years of management experience in billing operations and system conversions with a variety of complex clerical, accounting, and regulatory functions for billing discrepancies, including tariff and contract interpretation, verification of invoices, maintenance of third party billing records, resolving a variety of issues. Operate Xerox 4112 printer, Pitney Boise insertion machine DI600 and Pitney Boise mail meter 800.

Key Words: Excel, MS Word, Microsoft Office, MS Outlook, Customer Service, Trainer, Supervisor, Analytical, Fraud Prevention, Billing Analyst, Bill Verification-Revenue Assurance, Billing Specialist, Collections, Regulatory Tariffs

Experience

2017-Current BSN Sport via Pride Staff

Accounts Receivable/MTS Dept.

Down load MTS payment report, reconcile, process fundraiser credits.

Work the CSR Notification emails and process the refund and credit request sent in by CSR and Sale’s Pro.

Process new fundraiser credits.

Process 3.0 FBL5N Balances and properly notate accounts.

Work CC refund tag for newest aging to review and process

2015–2017 AmerisourceBergen Richardson, TX

Customer Care Representative II

Customer’s first point of contact; answer incoming customer calls.

Verify the account and the contact via Salesforce and customer eligibility to order certain medications.

Work ABC company email queue.

Create cases, add contacts and send formatted emails to the customer and internal departments via Salesforce.

Document customer complaint s and delivery issues in Salesforce

Place customer orders, alt-serv orders, drop ship orders, and emergency orders, and enter return authorization request and claim request in SAP.

Cancel, change, and update customer orders in SAP.

Locate invoices, credit memos and returns in SAP and email or fax copies to the customer.

Provide product information and replenishment dates using SAP

Work with National Accounts and Specialty Accounts

BCP member, emergency work from group, contingency plan group

2006–2015 AT&T Mobility Plano, TX

Reseller Tech Support/Billing Ops Analyst

Reviewed contract billing information via SAP and made corrections or updates as needed.

Generated monthly invoices, create specialty invoices, roll-up invoices and mailed them to the customer by month end deadline or sent via email if required.

Process decommits via SAP and VPM.

Work to resolve customer invoice issues and provide customer account statements as needed.

Act as backup for our customer service person and process return mail.

Answered incoming calls from resellers and verify account information via Telegence system.

Resolve reseller technical mobility issues (BlackBerry, Data/Laptop Connect, wireless device, roaming, porting, and billing issues).

Expert on Snooper (switch control), ODIE (CTN, ICCID, IMSDN, IMSI validation process), MTI Map Tool (coverage validation process), Clarify (issue tracker and create trouble ticket for the customer) BORG (create Network Issue Tickets etc).

Educated customer on use and capability of devices

Work special projects and back office assignments

2006–2006 Self Employed Terrell, TX

Health & Beauty Distributor / In-home Daycare Operator

Distributor for of health products / cosmetics.

Processed online internet orders, as well as returns and exchanges.

Established and grew a strong customer base.

Provided daycare and after school care for ages 18mths-5yrs.

2004–2006 E F Johnson Irving, TX

Order Administrator

First point of contact; answered incoming calls from customers, dealers and sales reps.

Setup, updated, and corrected accounts.

Provided written and verbal price quotes, discount s and product information.

Processed complex orders for handheld, mobile, and base station radios for city, state, federal and military use; as well as some schools and universities.

Audited city, county, state and federal sales orders for accuracy.

Worked with DOI, GSA, and DOJ contracts.

Processed documentation for international orders.

Ran weekly and quarterly reports.

Trained new employees and assisted other departments in resolving issues.

Verified, processed and submitted dealer commission payment request forms.

Researched and resolved billing and payment discrepancies and issues.

2002–2004 TXU via RHI/ACCOUNTEMPS. Irving, TX

Billing Analyst

Analyzed, researched, and resolved system billing errors.

Determined root cause of billing issues and the corrective action needed.

Verified accuracy of each invoice and corrected tax issues.

Worked with several billing systems and in customer service as needed.

Worked special projects and testing as need.

Worked with manager on system testing.

1995–2001 Citizens Communications Plano, TX

Directory Coordinator / Billing Analyst / Customer Service Rep

Approved updates for print request, verified information to be replaced or updated

Researched, verified and approved updates for print request for directories.

Coordinated integration of city and county directories of newly acquired markets.

Worked closely with marketing, product managers, local chamber of commerce, business and city representatives to make sure all FCC and PUC mandates were followed

Responsible for strategic positioning of special features, products and services in the new directories.

Worked on conversion team, converting newly acquired properties.

Point person for initiation of DSOC, CAMS, and DPI tables updates and headed billing system audit of ASOC while increasing revenue by more than $50,000 monthly

Identified and resolved complex billing issues and verified invoice accuracy using CAMS, FLEX, CIBP, DPI

Initiated levels one and two trouble tickets and followed through to resolution.

Initiated weekly conference call with carriers involved in joint projects with Citizens Communications.

Interpreted all inter/intra state and local tariff revisions, applications as well as monitoring their implementation.

Answered incoming calls from internal and external customers.

Processed updates to residential and business accounts and setup new account.

Primary for processing Centrex and PBX business orders.

Provided billing information and setup payment arrangements.

Processed business offline work documents and corrected 6110 fallout orders

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