Customer Service Accounting
Resume:
ROBERT OBESO
**** * ***** *** *** H***, Miami, FL 33137 (Cell) 305-***-****
********@*****.***
Professional Summary
As a dynamic Business Systems Analyst with strong organizational,
analytical, and communication skills, I bring more than 20 years of
experience and leadership in design, enhancement, development, and
implementation of customer information and billing systems.
I offer expertise in:
.process improvement
.gathering business and systems requirements
.modeling
.application architecture
.user acceptance testing
.and end-user training
I am customer-oriented, skilled at relating to and connecting with people
from all backgrounds, and have 31 years of customer service, billing, and
collections experience in the electric utility industry.
Skills
.Superb interpersonal skills
.Groundbreaking thinker with excellent analytical and methodical skills
.20 year experience in diagnostics, data interpretation, and design of
billing systems
.Expertise on SQL and databases
.Excellent PC computer skills
.Excellent mathematical skills
. Effective multi-tasker
.Meticulous record-keeper
.Requirements gathering
.Data modeling - Excel
.Business process mapping
.Test cases and script creation
.Creative
.Fluent in English and Spanish
. Excellent oral and written communication skills
.Flexible team player
.Quality seeker
.Results-oriented
Work History
Sr. Systems Analyst
03/1993 to 11/2013
NextEra Energy - FPL 9250 W Flagler Street,
Miami, FL 33174
.Subject matter expert in electric utility billing and associated
electronic billing applications and processes. I consistently achieved
error-free execution when performing updates, maintenance, enhancements or
implementations of new applications.
.Analyst of business processes and practices with focus on the design and
implementation of technical solutions to meet internal and external
customer needs as well as business objectives.
Scope of responsibilities included:
.Updates to existing electronic billing applications achieving
error free execution.
.Provided a lead role as billing expert in the development or
enhancement of electronic billing systems and customer service
processes.
.Worked with both business and technical groups through
participation in cross-functional teams to gather and document
requirements from both resources.
.Designed and documented technical, billing, and customer
service related processes.
. Implemented and managed testing cycles, including test plan
creation, development of scripts, and coordination of user
acceptance testing with a focus on documentation of defects.
.Coordinated production implementations.
.Designed and executed certain billing processes manually.
.Assisted in the tariff development process.
.Trained and developed other analysts.
.Thru research, helped various Accounting segments answer
questions in regards to variances with consumption and/or
dollars.
Accomplishments
.Developed and implemented billing algorithms used to calculate and model
various refunds, tariffs, discounts, taxing methodologies, and cost
breakdowns while strictly adhering to Florida Administrative Code, Florida
Public Service Commission rules, Florida and Municipal Taxing Statutes, and
Florida Power and Light's Tariff Sheet.
. Designed and coded an Excel spreadsheet/tool used to:
.Calculate bills, discounts, and perform certain billing
processes manually for all tariffs offered.
.Design and model new tariffs, new billing components, updates
and enhancements.
.Document in detail bill calculation methodologies for all
tariffs, discounts, bill components, taxes, and tax exemptions.
.Test.
.Train.
.Provide detailed Billing Systems requirements.
.Provide customers service a detailed breakdown of the bill
calculation for customer communications.
. Designed and implemented an Automated Quality Bill Check process with
which to audit each billing component for tens of thousands possible
billing combinations nightly, reducing potential billing errors going out
the door down to zero.
. Collaborated in the design of Florida Power and Light's Energy Dashboard,
an online application used by customers in order to view their monthly,
daily, and hourly energy consumption and was named co-inventor in US Patent
No. 8,645,239, SYSTEMS AND METHODS FOR ADVANCED METERING INFRASTRUCTURE
CUSTOMER PORTAL for developing the algorithms used to break down monthly
bills into daily and hourly costs for graphical display, as well as to
forecast future bills within a .03% margin of error.
05/1988 to 03/1993
Cust Accounting Rep/Customer Service Rep
NextEra Energy - FPL 4200 W Flagler Street,
Miami, FL 33134
.As a Customer Service Rep., subject matter expertise in all areas of the
organization provided the background needed with which to answer customer
inquiries.
.As an Analyst /Accounting Rep., I analyzed and resolved all billing
process exceptions by following process flows and using hard copy documents
to process various transactions (system updates/data repairs).
Scope of responsibilities included:
.Answered all types of customer inquiries during peak call
volume.
.Cleared all billing exceptions within allowed time frame.
.Cleared all transaction posting exceptions within allowed time
frame.
.Verified all documentation submitted for processing to ensure
error free transaction execution, timely exception resolution,
and a reduction in posting errors.
.Trained new Accounting Reps.
.Assisted others during transitional period between Customer
Information Systems.
.Acted as liaison between Customer Accounting and IT business
units during transitional period between Customer Information
Systems.
Accomplishments
.Cleared all billing exceptions below department target time frame.
.Had transaction posting exceptions below department allotment.
.Call handle time was below department average.
.Zero elevated customer complaints/dissatisfied customers.
03/1983 to 05/1988
Sr. Cust Accounting Representative - Customer Service Rep - Revenue
Recovery Representative
NextEra Energy - FPL 701 Lincoln Road Mall, Miami Beach, FL
33139
.Analyst /Accounting Rep. See above
. Customer Service Rep. See above
. As a Revenue Recovery Rep. I learned all areas of the back-office
collections process
Scope of responsibilities included:
.Answered all types of customer inquiries on a face to face
setting.
.Cleared all billing exceptions within allowed time frame.
.Cleared all transaction posting exceptions within allowed time
frame.
.Verified all documentation submitted for processing to ensure
error free transaction execution, timely exception resolution,
and a reduction in posting errors.
.Trained new Accounting Reps.
.Scheduled meter readers' field work.
.Scheduled bill delivery field work.
.Scheduled collectors' field work.
.Phone Collections
.Scheduled and coordinated special service disconnects.
.Processed Uncollected Accounts Receivable debits and credits.
.Audited cashiers.
.Prepared bank deposits.
Accomplishments
.Completed all inside collections training within a year and a half of
being hired.
.Completed Customer Service Training.
.Joined Customer Accounting and became a lead rep within a year.
.Held temporary supervisory roles in Customer Accounting and Meter Reading.
Education
2011
.Business Computer Skills
Training Class - Microsoft Excel 2007 Advance
2009
.NextEra University
Training Class - Principles of Electricity
2000
.Financial Accounting Institute
Seminar - Utility Finance and Accounting for the Non-Financial
Professional
1984
.NextEra University
Course - Customer Service Training
1982 - 1986
.Miami-Dade College
AA in Art and Art Education - Degree not completed
1981
.Miami Senior High School
High School Diploma
References
Available upon request.
Contact this candidate