JOYCE A.GAMBRILL

443-***-**** ad0uqd@r.postjobfree.com Severn, MD 21144

SUMMARY

Seasoned professional with a wealth of experience in a fast-paced, call center-based environment. Superb interpersonal communication skills. Working knowledge of Microsoft Office products and the ability to work cohesively in team team-oriented environment. Well-rounded, self-motivated, detail-oriented and dedicated team player with strong administrative and clerical skills. Possesses a strong work ethic, sound judgement and ability to work effectively on multiple tasks.

SKILLS

Areas of Expertise:

Accounts Receivable Expertise

Collections

Research and Due Diligence

Billing Dispute Resolution

Invoice Processing

Rapid Resolution Times

Troubleshooting and Issue Resolution

Detailed Documentation

Focused on Customer Satisfaction

Proven Leadership Capabilities

Results Oriented

Collaborative Worker

EXPERIENCE

Billing Specialist

1ST Choice, Washington Suburban Sanitary Commission SILVER SPRING, MD Jun 2019-May 2023

Processed and sent invoices, adjustments, and credit memos to customers.

Responsible for investigating and performing in-depth analysis and research as well as processing and responding to a variety of routine and moderately complex billing adjustments, inquiries, and routine correspondence. Forward processes for meter ordering as needed. This position plays a key role in supporting the Commission by being responsive to customers and generating revenue.

Analyzed and processed field activities, such as repair work, final readings, true readings, meter changes, turn-ons, turn-offs, check readings, and inspections to ensure timely and accurate billing of accounts.

Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.

Administrative Billing Clerk

Pyramid Consulting, Inc. Alpharetta, GA Dec 2017-Oct 2018

Answered customer invoice questions and resolved issues discovered during the invoicing and collection process.

Accomplished Billing Clerk for leased vehicles that was returned in a timely manner. Follow new procedures as advised and provided.

Review and provide comments on the adequacy of EWU, mileage, and refunds and initiate the necessary steps to cure any deficiencies.

Successfully requested Security Deposit refunds which has resulted in a reduction of pending refunds to customers and dealers with a high accuracy.

Monitor multiple databases, such as Rumba ITS/Rumb Host, Word, Excel, Outlook, Access, Auto Ims, CEP, and Dealer Direct Host to keep track of all company inventory.

Conduct analysis to address discrepancies with inaccurate accounts for Matured Lease Extensions, which had led to customer billing errors.

Oversaw key exceptions processing for both back-end and front-end rejects

Research Representative III

Global Payments Inc. Owings Mills, MD Feb 1998-Oct 2018

Collected and reported on customer demographics, preferences and buying habits to help marketing teams target strategies.

Accomplished specialist with a wide range of experience in the payments industry. Utilized knowledge of the payments industry to provide front-line support on inquiries regarding the company's products and service offerings. Maintained rapid resolution times with accuracy. Focused on customer satisfaction through ongoing coaching on corporate policies and procedures.

Functioned as team lead to assist with escalated issues and team building. Training new/existing hires.

Functioned as liaison between merchant and financial institutions to facilitate issue resolution.

Gathered data, determined appropriate resolution, and reprocessed transactions for debits and credits as needed.

Managed key exceptions processing for both back-end and front-end rejects

Masterfile Representative III

Summarized raw data and analyses and made recommendations based on findings.

Results oriented with a focus on maintaining world class standards and delivering excellent service levels. Collaborates with other specialists to create a team environment. Training new/existing hires.

Top performer elevated to lead position and charged with providing assistance with team members as needed.

Exhibit sound judgement and effectively interpret policies for ongoing coaching.

Retroactively key merchant information within specified timeframes

Credit Representative

Utilized analytical skills when processing merchant credit applications. In compliance with corporate policy, verified all merchant credit applications.

Performed preliminary site inspections for business entities.

Used sound judgment to effectively interpret policies and procedures for application approvals.

AWARDS

Winner of the Commitment & Accountability Award for being productive and efficient and continuously meeting my deadlines and objectives in the Research and Masterfile Departments.

Recipient of the Circle of Excellence Award for excelling during the year as a Masterfile Rep.

Winner of the Above and Beyond Award – solid contributor to a pilot program for a revised research quality program when approached by Management.

Best Performer Research Agent – Best Performer in the Research Department for the month.

Contact this candidate