Customer Service Accounts Receivable

Tramonte Barley

SUMMARY

A self-motivated, team -driven retail energy professional with expertise in providing a wide range of support within the retail energy industry including billing, sales, collections, customer service, and navigating escalations. Proven track record of leadership skills coupled with exceptional listening and critical thinking skills that contribute innovative ideas to boost company growth. Superior communication and relationship-building strengths leveraged to increase and retain long-term customers via a myriad of mediums including email and over the phone. Successful history of providing first call resolution and successfully navigating escalated issues to ensure client retention. SKILLS AND COMPETENCIES

● MS Office

● Utilisense

● Focus

● CRM

● ERCOT/PJM Energy Market

● Collections

● Customer Service

● Intelometry

● Revenue Manager

● SAP

PROFESSIONAL EXPERIENCE

NRG/Reliant (Contract) Houston, Texas

Commercial Collections Specialist 2023 – 2024

● Monitored aging reports for delinquent accounts.

● Contacted customers by telephone, email, or US Mail to facilitate payment of delinquent accounts.

● Analyzed and resolved customer account disputes.

● Carried out the established program for the follow up and collection of accounts receivable.

● Communicated requests with management for special situations that were outside of standard policies and procedures.

● Conducted skip tracing when contact information was not available.

● Negotiated payment plans.

● Analyzed accounts to determine if service disconnection was warranted based on Texas PUC rules.

● Analyzed accounts to determine if balance transfer was warranted.

● Documented customer accounts within company systems describing customer interaction and collection efforts.

● Processed credit card and bank draft payments.

Shell Energy (Contract) Houston, Texas

Accounts Receivable Representative 2022 – 2023

● Ensured correct interaction between custom billing system and Revenue Manager applications.

● Tested billing transferring data from Intelometry into Revenue Manager.

● Created customer pdf invoices to send out to various companies.

● Billed out aged invoices per daily aging report.

● Communicated with sales representatives about expiring contracts and renewals.

● Pulled daily reports to verify which accounts needed to be placed on hold and released later.

● Responsible for departmental reporting ensuring Texas Ercot/Non-Ercot invoices were dropped into queue for next day billing.

Spark Energy Houston, Texas

Accounts Receivable Representative 2015 – 2019

● Residential mass market and Commercial/Industrial customer portfolio knowledge.

● Performed reconciliation activities from order to cash with a keen focus on key metrics maintaining data integrity.

● Implemented quality assurance processes across multiple platforms for all markets and commodities, ensuring compliance of rules and regulations across all customer segments in all states.

● Provided analytical and technical solutions to difficult system/customer related problems with a focus on root cause analysis including assisting with internal stakeholders to define effective customer solutions to meet business needs.

● Worked with internal and external cross-functional teams to resolve errors and implement process improvement.

● Tracked and reported department key performance indicators related to error resolution and position performance.

● Preformed cash application to ledger accounts on average responsible for entering over $1 million+ in transactions.

Customer Service Representative 2011 – 2015

● Handled 100+ daily in-bound calls from new or existing customers to assist with account service questions.

● Research complicated customer cases to provide comprehensive service to customers with questions or concerns about accounts.

● Offered contract renewals for different states and assisted customers with billing and account inquiries.

● Assisted customers with collections and deferred plans to maintain customer satisfaction and retention.

● Entered payments and verified sensitive information with customers into the internal system.

● Verified identity for soft credit checks and assisted with deposit waiver checks. Shell Oil Houston, Texas

Customer Service Representative 2006 – 2010

● Handled customer disputes and processed orders for Shell Supply Chain organization.

● Reviewed, analyzed, and processed 30+ customers’ orders daily then entered them into SAP.

● Consistently maintained 100% availability goals with 95-100% accuracy in quality.

● Provided invoice solutions daily by resolving inaccurate billings.

● Documented and processed disputes through SAP.

● Handled feedback & issues dealing with product appreciation and complaints.

● Made sure the purchase order was accurate according to the customer’s order detail. EDUCATION

Royal High School Brookshire, Texas

High School Diploma

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