Customer Service Billing Analyst

Nicole Williams

Hazelwood, MO *****

314-***-**** *******************@*****.*** https://www.linkedin.com/in/nicolewilliams777/

BILLING ANALYST

Motivated Billing Analyst with extensive telecommunications background working with CSG and Icoms billing systems. Eager to learn and train co-workers in team environment. Experienced in writing and testing in HP ALM, training, customer service and technical / sales. Skilled in inventory tracking and management. Known for trouble shooting and customer service. Good communicator and collaborator who can delegate work as needed.

Expertise includes:

SQL experience with running queries, some experience with writing queries.

ICOMS

CSG

Ten-Key- 13,500 k.s.p.h

HP ALM

ICOMS

V-Look Up

Power Point Presentations

Advance Excel

MS Office Suite

Typing 60 wpm

PROFESSIONAL EXPERIENCE

SPECTRUM, Maryland Heights, MO 2019 – 2022

Billing Quality Analyst I

Ensured delivery of quality software applications by creating and executing formal test plans in HP ALM.

Created efficient working environment by training new employees on CSG and ICOMS billing systems.

Provided proper test environment by uploading test cases into HP ALM and testing previously written cases while consistently meeting deadlines.

Made certain proper scenarios would be created within HP ALM before testing began by interpreting testing guidelines from BDS and BSSI documents and creating applicable tests.

SPECTRUM, Maryland Heights, MO 2019 – 2020

Billing Quality Analyst II

Assisted Director with running defect reports in HP ALM.

Created efficient Power Point slides for meeting presentations.

Worked in the War Room to assist resolving outages and tech issues in the field.

Run pre-written queries in SQL.

Assisted managers with creating new coin site for the War Room. Served as Admin for the site.

Quality Analyst I, Bridgeton, MO 2016 – 2017

Assisted with maintaining required behavior according to Spectrum standards by coaching employees via written correspondence to supervisors which allowed them the proper tool to correctly coach their employees.

Exceeded monthly goals consistently for number of coaching forms and accuracy by staying focused and minimizing down time.

Making documentations for call auditing in excel to increase the business demand.

Auditing of calls of all the employees.

Ranked in top1% for completing accurate employee evaluations among 70 competing analysts and received 12 awards for reaching top tier of Quality Analyst performance monthly.

TTM/Telephone/HSI and Cable Repair, Bridgeton, MO

2015 – 2016

Increased customer satisfaction rates by assisting customers with missed appointments, late technician reports and setting up of work orders for installs and repair appointments.

Resolved customer disputes by utilizing systems such as Drum to take out and rebuild phone lines, provision equipment and determine outages while assisting customers with service and billing issues.

Maintained high level of professionalism with all customers, even in high-stress situations, by listening and resolving issues in calm manner 1st time they were presented.

Dispatcher, Town and Country, MO 2013 – 2014

Allowed technicians to install customers’ equipment with fewer errors by receiving incoming technician calls and assisting with order correction and equipment placement.

Decreased customer frustration and increased customer retention by correcting customers’ technical issues with Charter services via troubleshooting in collaboration with technicians.

EDUCATION & TRAINING

112 earned credits toward Bachelor of Arts, Business Administration, Linwood University, St. Charles, MO. Currently attending. (Anticipated graduation May 2023)

AWARDS & RECOGNITION

Recipient of several recognition awards for Sales and Quality Assurance and numerous customer commendations during service in call centers at Spectrum.

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