Silva Emmanuel

Phone 431-***-**** ad03zw@r.postjobfree.com. Calgary. AB,

Customer/ Billing Support Analys

Result-Oriented and proficient Customer/billing support analyst with over 6 years of cognate experience and proven ability to build trust and develop effective relationship. Having impactful customer relationship across various sectors. Solution driven while dealing with problems and resolving conflicts and the desire to deliver exceptional client experience.

Skills

Proficient in Microsoft Excel, Word, Outlook, teams, and SharePoint

Innovative, problem solver, Good analytical Skills and detailed.

Multi-line phone talent and professional telephone demeanor

Excellent organizational and prioritization skills

Ability to assess situation and make decision undependably using sound judgement and interpersonal skills.

Ability to work in fast paced environment while prioritizing responsibilities.

Excellent oral and written communication skills.

Self-motivated and confident approach to working collaboratively within a team.

Ability to multi-task and meet time sensitive deadlines with minimal supervision

Work History

Customer /Billing support July 2023- till date.

Secure Energy Services Inc.

Calgary, Alberta.

Responsibilities

Present and follow up on with customers on past due accounts, as well as track payment as against invoice.

Cultivates and maintain relationship with clients to make the most of business opportunities as well as improve in their payment process.

Managed a portfolio of client accounts, maintaining an average collection rate of 95% and decreasing the number of delinquent accounts.

Implemented a new communication system to improve collaboration between internal departments and external clients, leading to a 30% decrease in customer inquiries and dispute resolution time.

Identifies services/operational inefficiencies and make valuable contribution

Reconcile all account receivable invoices and escalate all aged receivables to the appropriate department for follow- up.

Managed and resolved an average of 50 client inquiries per week, ensuring high levels of customer satisfaction and retention.

Collaborated with internal service departments to develop and implement innovative solutions for A/R issues, leading to a 20% decrease in overdue payments.

Consistently exceeded collection targets by implementing proactive collection strategies resulting in a 30% reduction in outstanding balances.

Customer Services Representative July 2022 – July 2023.

Arctic Glacier Premium ice,

Winnipeg, Manitoba

Responsibilities

●Resolved existing and prospective clients’ concerns and seek resolution on inquiries via phone, email, live chat and/or social media, which results in regularly surpassing sales targets.

●Ensured that international schools are sourced to meet demands of each student.

●Made daily reports on progress of each student as well as given feedback to students on their admission process.

●Conduct onboarding of new clients and educate prospective clients on programs available.

●Developed documentation and logs of implemented solutions while generating and submitting reports.

●Increased customer retention by developing and offering unique discount options while driving interest in new product lines.

●Developed and implemented growth strategies for achieving more revenue.

Billing specialist March 2018- July 2022.

Multiplan Nigeria Limited

Responsibilities

Ensured that all transaction is vetted and recorded accurately according to general accounting standard.

Reported control weaknesses and any deviation from company policy as well as provided sound recommendations for improvement in overall control process.

Developed and implemented streamlined audit procedures, reducing the average audit time by 20% for each client.

Maintained and update employee individual records such as attendance records, leave and overtime.

Resolved payroll discrepancies and coordinated monthly payroll functions for over 150 employees.

Prepared and verify each employee statement of earnings, benefits and tax due, thereby reducing employee dispute.

Identified and resolved 100+ credit balances, refunds, and adjustments within a 4-month period, ensuring timely and accurate financial reporting.

Education

MSc. (Master) Accounting and Finance Oil and Gas

University of Glasgow, UK.

BSc (Bachelor of Science) Accounting and Finance

University of Nigeria, Nigeria.

Professional Development and Certification.

Advance Excel Workshop Certificate.

Advance QuickBooks training Certificate.

Certificate in Business Analysis training.

Certificate in as a Scrum Master.

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