Senior Receivable Operations Specialist

MARSHE WILLIAMS

LinkedIn: https://bit.ly/*KzwK*R Montgomery, Alabama 703-***-**** ********@*****.***

SUMMARY OF QUALIFICATIONS

Dynamic customer service and billing professional with extensive experience across high-growth startups, corporate retail, and technology-focused environments. Proven track record in billing operations, customer success, team leadership, and process improvement. Adept at building relationships, resolving disputes, and ensuring regulatory compliance while delivering exceptional customer experiences.

EDUCATION

Bachelor of Science in Psychology, May 2016

Southern New Hampshire University, Manchester, NH

PROFESSIONAL & COMMUNITY INVOLVEMENT

Member, The National Society of Leadership and Success (since 2016)

Member, The National Society of Collegiate Scholars (since 2016)

Member, The Honors Society (since 2017)

AREA OF EXPERTISE

Customer Service: Billing Software, Dispute Resolution, Client Services, Escalation Handling

Management: Team Leadership, Scheduling & Payroll, Onboarding/Offboarding, Recruiting & Training

Technical Skills: Microsoft Office, HubSpot, Salesforce, Zendesk, Stripe, Zuora, CRM Systems, Saas, Netsuite, Quickbooks, Bill.com

Operations: Inventory Control, POS Systems, Audits, Cash Handling, Administrative Support

Industry Experience: Insurance, Consumer Electronics, Merchandising, Retail, Financial Literacy, Entry-Level Accounting, Data-Entry.

WORK EXPERIENCE

Pie Insurance – Washington, DC

Senior Receivable Operations Specialist Jul 2024 – Apr 2025

Analyzed customer accounts to identify discrepancies and ensured resolution of outstanding balances.

Collaborated with cross-functional teams to improve automation in invoicing and reporting processes.

Managed invoice generation, payment collection, and account reconciliations.

Led billing activities to ensure accurate financial reporting and timely collections.

Accounting, including audit support, account reconciliation, and data entry

Pie Insurance – Washington, DC

Customer Success Billing Specialist III Apr 2022 – Jul 2024

Conducted root cause analysis of recurring billing issues and implemented process changes to reduce errors.

Partnered with product and engineering teams to provide billing feedback for system enhancements.

Resolved complex billing disputes and escalations via phone and email.

Trained and onboarded new hires; developed resources including billing templates and training materials.

Ensured compliance with state-mandated cancellation and reinstatement protocols.

Pie Insurance – Washington, DC

Customer Success Billing Advocate II May 2021 – Apr 2022

Supported audits by providing documentation and analysis related to customer billing records.

Collaborated with legal and compliance teams to update procedures in line with changing insurance regulations.

Resolved customer billing issues preventing coverage lapses.

Designed and implemented billing communication templates for customers and agents.

Maintained compliance with state-specific cancellation/reinstatement laws.

Pie Insurance – Washington, DC

Customer Success Associate I Jan 2020 – May 2021

Monitored key performance indicators (KPIs) related to billing inquiries and customer satisfaction.

Provided real-time coaching to team members on effective customer engagement strategies.

Delivered support on payments, renewals, audits, and account management through phone and email channels.

American Girl – Tysons Corner, VA

Sales Lead Jul 2019 – Jan 2020

Coordinated visual merchandising strategies to enhance in-store experience and increase revenue.

Facilitated weekly team huddles to review performance metrics and align on customer service goals.

Led store operations, employee scheduling, and interview processes.

Managed transactions, deposits, and banking; trained new team members.

Amazon – Tysons Corner, VA

Corporate Consultant, Level III Apr 2016 – May 2019

Trained new consultants on customer interaction best practices and technical product features.

Assisted with pilot programs for new Amazon technology initiatives, collecting user feedback and reporting trends.

Represented brand at retail pop-up; educated customers on product features.

Directed merchandising and inventory; helped secure top-three national ranking for the location.

Skechers – Tysons Corner, VA

Assistant Manager Aug 2012 – Jan 2016

Developed weekly sales reports and provided actionable insights to the store manager for operational planning.

Rolled out storewide training initiatives focused on upselling techniques and customer loyalty programs.

Managed day-to-day operations, team hiring, and training.

Led inventory accuracy efforts and optimized operational processes.

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