Support Specialist Customer Service

Mary Bland

1-214-***-**** ***********@*****.*** DeSoto, TX 75115

SUMMARY

Results-driven Billing Specialist with sound knowledge of billing systems and firm grasp of successful fiscal management strategies. Improves financial management standards with accountability, integrity and process improvements. History of success in demanding environments with ambitious targets.

SKILLS

Excellent Communication, Customer Service

and Organizational Skills

Customer Engagement

Bookkeeping

Computer Skills: Microsoft Excel, PowerPoint,

Access, and Microsoft Word

Customer Relations

Verbal and Written Communications

EXPERIENCE

Customer Support Specialist, Princess Cruises, February 2022-Current DeSoto, TX

Maintained up-to-date knowledge of company products, services, policies, and procedures. Researched customer inquiries using available resources such as FAQs and online forums. Working with and responding to travel agent and passengers via phone calls. Requiring prioritization of work flow to maximize efficiency and achieve closed case quotas. Independently make decisions and statements on the company's behalf in regards to policies, procedures, and

compensation.

Refer the more complicated issues to guest services and supervisor for resolution and approval.

Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.

Billing Support Specialist, Comcast, August 2018-February 2022 DeSoto, TX

Provided customer support and assistance to clients related to billing and payment issues. Assisted customers with understanding their bills, making payments, setting up payment plans, and resolving discrepancies.

Performed daily reconciliation tasks to ensure that all transactions were accurately recorded in the system.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Educated customers on special pricing opportunities and company offerings. Assisted customers in making payments on accounts and setting up payment plans. Revenue Management Specialist, Atmos Energy, March 2012-June 2018 Dallas, TX

Researched and responded to customer inquiries regarding billing issues in a timely manner. Researched and resolves complex meter read exceptions and service order issues. Evaluates and processed meter adjustments as required. Research misapplied payments and transfer payments Investigate and address situations involving meter installation at the incorrect location. Created and updated financial reports on frequent basis to present information to leadership teams.

Billing Coordinator, Atmos Energy, December 2006-March 2012 Dallas, TX

Performed billing adjustments, including reversing bills and allocating consumption. Evaluated billing and meter reading exceptions to determine appropriate corrective action. Processed default customer setup and maintenance in ISU and CRM. Worked with field personnel to determine the correct resolution to customer account errors. Ensured customer service standards were met while completing job duties. Processed invoices, credit memos, and other financial documents. EDUCATION AND TRAINING

Associate of Arts

Business Administration And Management, Ashford University, San Diego CA August 2011

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