Customer Service Level 3
Resume:
Sandra J. Keesling
*********@*****.***
https://www.linkedin.com/in/sandra-keesling
A detail oriented and results driven Credit and Customer Service professional with a background in escalated complaint resolution, customer service training, account reconciliation and collection portfolio management.
Professional Experience
December 2014 to April 2024 Lumen CenturyLink (Formerly Level 3 Communications) Broomfield, CO
Billing Coordinator I
Acted as the principal billing and/or collections consultant for pooled customer base. Analyzed and resolved all billing and/or collection related issues for pooled customers. Recommended solutions to billing and/or collection issues, and implement agreed upon solutions with the customer and internal departments. Worked cross functionally with sales and service delivery teams to correct systems, invoices, and improved the customer experience. Helped promote additional sales.
August 2014 to December 2014 Synergy Services Denver, CO
Contractor-Billing Specialist Level II, Level 3 Communications
Temporary position that transitioned to a permanent position.
March 2006 to August 2014 Staples Shared Services Broomfield, CO
Credit Analyst
Managed a portfolio of approximately 700 accounts totaling over $4.5 million using AS400
(Sunrise), Get Paid and Oracle. Contacted customers by phone and e-mail to negotiate payment of past due balances. Provided detailed account reconciliation, resolved customer billing disputes, escalate accounts to management as needed. As of April 7, 2014, personal portfolio was 720 accounts with a total amount due of $4,248.043; portfolio was 76.8% current with 10% over 60 days past due and 5% (or less) over 90 days past due.
Skills
Credit, Account Reconciliation, Analysis, Account Management, Customer Satisfaction, Customer Service, Call Centers, Customer Retention, Microsoft Word, Microsoft Excel, and Microsoft PowerPoint, Negotiation, Accounting, Invoicing, Salesforce.com, Outlook, Portfolio Management, Accounts Payable, Account Receivable, Data Entry.
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