Customer Service Care

Linda Buchanan mailto:*****@*****.***

*** ******** ***** **. ****** GA 30084

*****@*****.***

770-***-****

April 2022- present

Billing Analyst II/Miller Environmental Group, Tucker Georgia

Generate complex customer invoices thru NetSuite to ensure timely and accurate invoicing of labor, equipment and supplies to customers in a multi-location environment

Produce billing and project reports to monitor, track and mitigate potential issues

Manage multiple programs and project plans in a timely and effective manner

Established strong communication and maintain cross-functional relationship with Customers, Operations management, Coordinators, Accounting and other personnel

July 2021-April 2022

Loan Processor/CRIF Select, Atlanta Georgia

Interface as the key liaison between Dealerships and Lender Partners to ensure complete and accurate automobile loan packages are processed in a timely manner

Research, interpret and explain loan programs and guidelines

Ensured strict adherence to operational policies and guidelines during validation of loans

Established strong communication and maintain cross-functional relationship with Management, Underwriting, Sales, Operations and Mortgage Loan Processors

AT&T - Atlanta, GA – 03/06 – 03/21

BILL OPERATIONS ANALYST

·Perform invoice analysis to drive accuracy of complex billing arrangements from order to invoice

·Perform root cause analysis to drive optimization of corrections for future bill invoices

·Implement reports to document trends to apply continuous improvement approach to work processes

AT&T - Atlanta, GA – 01/00 – 03/06

Coach – Local Services/ADL, Directory

·Coached, developed, and implemented change management activities for staff of 20+ employees resulting in a high performing teams receiving commendations and recognition for their achievements

·Trained and guided team members to maintain high productivity and exceed key performance metrics

·Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet daily demands

AT&T - Atlanta, GA – 02/98 – 01/00

Manager – Quality/M&P/Process – Outsourced Vendors

·Supported transition of work to vendors by providing on-site training and hands-on floor support during release periods

·Created and updated outsourced partner training and provided training support for Customer Care partners

·Demonstrated fundamental training concepts; including facilitation, skills practice, instructional and classroom management skills to ensure learning transfer, reinforcement, and on-the-job application

AT&T - Atlanta, GA – 02/95– 02/98

Training Instructor

·Delivered new hire training (including systems, data and operational training) new product launch training, soft skills training, functional training and any necessary refresher training or supplemental training to existing staff, as required

Further detail and references available upon request

Skills

37+ Years Excellent customer service skills

Strong research skills with ability to resolve issues timely and accurately

Ability to manage multiple priorities and respond to needs of team without jeopardizing client deliverables

Training and Vendor Management

Supervisory skills

Highlights:

Identified and mitigated over $12M in billing errors thereby decreasing contra revenue

Project oversight in correcting billing issues totaling over

$250K; ensuring trouble tickets were entered and root-cause analysis conducted for future correction

Managed client relations for over 300 persons to ensure 100% compliance with billing and ordering procedures

Education & Certifications

University of Missouri, St. Louis Business Administration

Six Sigma White Belt Certification (AT&T)

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