Customer Service Billing Specialist

Donna L. Finney

Middletown, DE ***** 302-***-**** ***********@*******.***

Customer Service Billing Banking

Customer Service and Financial Industry professional with experience gained in Fortune 500 companies.

Billing Specialist with expertise in responding to/resolving government, agency, and escalated issues.

Excellent analytical and listening skills for accurate problem identification and beneficial solution outcomes.

Use Microsoft Word, Excel, and proprietary CRM and Account Management software.

CRITICAL SKILLSET

Customer Experience Technical Troubleshooting/Support Government Agency Liaison

Escalated Issue Resolution Industry Regulation Compliance Relationship Development/Communications

PROFESSIONAL EXPERIENCE

Cablevision—Bethpage, NY Executive Customer Service 08/2010–09/2015

Responded to/researched/resolved customer issues escalated to the CEO and VP level.

Interfaced with local/federal government agencies, BBB, AGO, and Consumer Protection Board for complaint research and resolution. Provided process information, obstacles, final solutions, and customer compensation.

Obtained critical situational information, and interfaced across corporate internal departments to identify and secure fair and equitable solutions.

Regarded as the Billing SME (Subject Matter Expert) department-wide addressing the most complex problems.

Educated customers regarding policies/procedures and Customer Service protocols.

Provided technical troubleshooting and tech support for internet issues.

Authorized to issue refunds/credits to customer account.

Highlights:

Recommended call queue customer callback system accepted for implementation increasing efficiency, customer experience, and customer satisfaction.

Recipient of numerous Letters of Recognition for Customer Excellence and Customer Satisfaction.

Monitored Customer Service performance providing representative feedback and education achieving Quality Assurance and performance excellence improvements.

Cablevision—Bethpage, NY Customer Service 08/1997–08/2010

Performed consumer product sales for premium cable services and packages.

Educated customers regarding products and bundles to meet/exceed expectations.

Researched and explained billing charges, taxes, fees, and regulations.

Recommended and successfully closed sales.

Highlights:

Named #1 in HBO Sales for 3 consecutive months.

Earned Las Vegas Trip incentive for Sales Excellence.

Chemical Bank—Southampton, NY Head Teller/Teller 1987–1997

Trained/educated new teller hires.

Managed vault transactions to meet teller and customer demands.

Executed cash drawer and vault reconciliations daily.

Complied to stringent security protocols and FCC guidelines.

Opened and closed accounts. Researched account statements for issue resolution.

Burger King—Southampton, NY Assistant Manager/Front Line 1982–1987

NON-PAID PROFESSIONAL EXPERIENCE

Galilee Church of God and Christ—Riverhead, NY President of Youth Department 20+ Years

Galilee Church of God and Christ—Riverhead, NY President of First Lady Board 20+ Years

EDUCATION

HB Ward Technical School—Riverhead, NY Food Service Certificate 1982

Southampton High School—Southampton, NY Graduated 1982

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