Credit Analyst Billing Specialist

Laurie Backus

Surprise, Arizona

623-***-**** **********@*******.***

I am a highly accomplished and experienced leader with years of Municipal utility billing and customer service experience. I am skilled at managing teams in a rapidly changing environment by staying focused and using situational decision-making skills. I am proficient in streamlining business processes, implementing innovative solutions, and enhancing customer satisfaction.

AREAS OF EXPERTISE

Innovative Leadership

Cisco Call Center Systems

Research, analysis and preparation of reports and projects

New employee training/orientation

Call Center Management

Interpretation of Statutes/Ordinances

Detail Oriented

Coaching Employee Performance

Billing Specialist

Budget Management

Microsoft Applications

Accounts Payable & Receivable

Vendor Relations

Investigation and Analysis of Customer Issues

CAREER ACCOMPLISHMENTS

Led a call center team that took service levels from answering less than 30% of all calls in 3 minutes to answering almost 80% of all calls within 60 seconds.

Designed and implemented a program of just-in-time training focused on inconsistent use of customer service policies and procedures by customer service staff which has stabilized service practices and eliminated customer complaints.

Created and implemented the concept of one-stop customer service for walk-in customers that virtually eliminated wait times in the lobby and improved the customer experience by getting all transactions completed with one CSR.

Implemented an IVR system for Spanish-speaking customers that links to certified Spanish speaking CSRs. Participation by the Hispanic community in this IVR has grown to about 5% daily and greatly improved their customer experience.

Implemented an outbound dialer that reaches out to delinquent final bill customers. Since implementation 25% less bills are being turned over to 3rd party collections.

Lead my team to answer 80% of all calls within one minute.

Lead Solid Waste department to convert solid waste service order creation from the Hansen system to Munis, which improved processing time, reduced input errors and consolidated customer’s information in one database.

RELEVANT PROFESSIONAL EXPERIENCE

Utility Billing Customer Service Supervisor 07/2016-05/2021

City of Surprise

Supervises staff to include prioritizing and assigning work; conducting performance evaluations; ensuring employees follow policies and procedures; maintaining a healthy and safe work environment; and making hiring, termination, and disciplinary recommendations.

Ensures work in the customer service/utility billing call center is completed in an efficient and effective manner and with a high level of customer service, and ensures staff has appropriate training and resources.

Plans, organizes, and supervises the activities and staff in one or more functional areas within the Customer Service Division of Financial Services Interprets codes, laws and City ordinances and provides information to the public or city staff in order to communicate departmental policies and procedures.

Responds to and resolves complaints and more difficult customer inquiries in order to ensure resolution; conducts research, provides solutions to problems and corrects errors; ensures staff compliance with customer service goals.

Performs financial duties by processing payments and/or researching discrepancies and ensures all credit card policies and procedures remain compliant with PCI standards.

Prepares and/or audits various documents, reports, or work papers including batch reports, city write offs, and delinquent utility accounts.

Continuously looks to improve operations through employee development and training, workflow, analyses, and enhanced technology; provides recommendations for management control and financial management procedure.

Utilizes discretion and independent judgment when investigating complex billing and account concerns with customers; this may include developing and implementing multiple period payment arrangements and other acceptable resolutions with customers.

Maintains the call center staffing schedule to ensure established service levels are met.

Financial Services Supervisor 9/2014 – 07/2016

City of Glendale

Supervised high volume call center (20,000 calls/month, 10 employees)

Supervised customer service walk-in traffic (6000/month)

Implemented metric-based performance goals for CSRs

Handled customer billing, customer service, business license and business sales tax escalated issues

Conducted new employee orientation and quarterly/annual performance appraisals

Billing and Compliance Specialist 12/2009-09/2014

Non-titled CSR Lead - 2012-2014

City of Glendale

Performed supervisory duties when requested

As lead, was subject matter expert and handled escalated customer issues

Coordinated the creation and implementation of training materials used to orientate new employees.

Prepared and maintained documentation and computerized work activity and statistical reports.

Resolved complex and sensitive customer inquiries or complaints.

Communicated effectively verbally and in writing

Established and maintained effective working relationships with coworkers, supervisor, the general public, etc. to sufficiently exchange or convey information

Billing Specialist/Customer Service 09/2008- 09/2009

Bryan Texas Utilities

Managed utilities functions in the billing system. Implemented, defined and maintained system controls and information for file maintenance, customer accounts, utility services, rates, charges, and the billing process.

Managed and implemented accounting system for delinquent accounts. Set up and maintained various codes in the utility billing system.

Developed schedules for disconnects, non payments turn offs, and meter reads for office/field personnel.

Generated and transmitted monthly bills.

Interpreted ordinances and procedures and applied them where needed for utility billing.

Participated in the development and implementation of new or revised policies, procedures, processes, and computer applications pertaining to utility and customer service operations.

OTHER RELEVANT PROFESSIONAL EXPERIENCE

First Contact/ Third Party Collector for Sprint 05/2001-04/2003

CUSTOMER SERVICE/ CREDIT ANALYST

Performed all aspects of customer service and satisfaction, including answering busy multi-line phone system, coordinating special promotions, and providing detailed information for various products.

Processed credit/debit card payments for customers.

Coordinated troubleshooting and provided support to supervisors.

Resolved billing questions and disputes, made customer call-backs / follow-ups, and performed data entry.

Setting customers up on payment plans to pay their bill.

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