Billing Analyst

MARCUS C. WHITEHEAD

JR.

Atlanta, ***** Ga

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

PERSONAL SUMMARY

Results-oriented Billing Analyst with extensive experience in customer service, billing systems, and client relationship management. Expertise in processing invoices, resolving disputes, and utilizing software like Oracle, Salesforce, and Jira. Proven ability to improve operational efficiency, meet goals, and manage complex billing runs. Strong analytical skills with a focus on providing exceptional service and supporting cross-functional teams. SKILLS

Customer Service

Employee Management

Product Presentations

Computer Intelligence

Business Development

Inbound/Outbound Calls

Analytical Skills

Strategic Planning

Problem Solving

Client Billing

Contract Terms

Billing Systems

WORK HISTORY

Billing Analyst / First Advantage Corp. 09/2020 - 07/2024 Uploaded and processed monthly invoices for John Deere, Walgreens, and Resident accounts, ensuring accuracy and timeliness in billing.

Utilized Oracle, Confluence, Salesforce, Excel, Jira, and other software to perform weekly and special bill runs, and resolved invoice disputes promptly, including providing credits as necessary. Collaborated with IT support to resolve complex billing issues, and assisted clients with Epay password resets and other related inquiries.

Managed inbound and outbound calls, providing exceptional customer service while meeting daily ticket closure targets and maintaining efficient issue resolution processes. Fedex Assoc Customer Care Rep / First Advantage Corp. 04/2019 - 09/2020 Provided dedicated assistance to clients, including HR teams and candidates, guiding them through the application process with clarity and efficiency.

Delivered comprehensive support to FedEx Ground, HR, Freight, and Driver teams, ensuring alignment with Confluence policies and procedures.

Collaborated with cross-functional teams to address inquiries and resolve issues, maintaining high standards of customer care and satisfaction.

Streamlined communication channels between departments, fostering efficient workflows and adherence to company guidelines.

MC

Associate Customer Care Rep / First Advantage Corp. 03/2018 - 04/2019 Assisted candidates and clients with background applications via phone, chat, and email, ensuring efficient issue resolution.

Provided technical support for Profile Advantage across various devices, ensuring seamless application submissions. Managed large accounts like Kohl's, Home Depot, and Lowe's while collaborating with IT and HR teams to resolve complex issues.

Supported background verification teams, maintaining accurate communication and timely problem-solving. Manager / Vendor Scootwear; LLC 10/2014 - 03/2017

Directed statewide marketing initiatives across Georgia, driving brand visibility and customer engagement through targeted campaigns and events.

Managed and coached a team of 15 employees for traveling booths, ensuring seamless operations and consistent delivery of exceptional service.

Analyzed sales trends to accurately forecast performance during major holiday seasons, implementing strategies to maximize revenue and meet targets.

Oversaw daily operations, including creating employee schedules, resolving customer service issues, ensuring accurate cash deposits, and training new hires to align with company standards. Sales Associate (Part-Time) / Aldi Supermarket 03/2013 - 09/2014 Operated Point-of-Sale (POS) systems efficiently, ensuring accurate transactions and providing a seamless checkout experience for customers.

Handled cashier responsibilities, including opening and closing procedures, cash reconciliation, and maintaining financial accuracy.

Maintained inventory control by stocking and receiving goods, organizing warehouse items, and ensuring product availability in meats, general foods, and other departments. Delivered exceptional customer service by assisting shoppers, addressing inquiries, and upholding store standards to enhance the shopping experience.

Assistant Manager / Walgreens 11/2003 - 08/2011

Spearheaded sales presentations and implemented interactive training programs to enhance store efficiency, ensuring seamless operations for both new and experienced employees. Optimized inventory management processes, maintaining loss rates well below company standards while ensuring stock levels were accurately monitored and replenished. Led a team of 15–25 employees daily, developing and executing staffing strategies to improve workflow, enhance customer experience, and achieve operational goals. Ensured financial accuracy by managing ledgers, processing vendor invoices, and upholding compliance with OSHA regulations and company policies.

EDUCATION

Bachelor of Arts: Marketing 12/2000

Grambling State University

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