Customer Service Operations Specialist

KELLY LEE ALLEN

Customer Service & Financial Operations Specialist

Atlanta, GA 404-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Seasoned Customer Service and Financial Operations Specialist with 10+ years of experience in healthcare, telecom, financial services, and government sectors. Highly skilled in remote communication via phone, email, and chat, with a proven ability to manage customer inquiries, resolve complaints with empathy, and process orders and returns. Proficient in Microsoft Office, Salesforce, Oracle, SAP, and CRM platforms. Known for maintaining client satisfaction, accuracy, and professionalism in high-volume environments.

CORE SKILLS & TOOLS

• Customer Service & Escalation Resolution

• Phone, Email, and Chat Support Remote Readiness

• Order Processing Returns CRM Documentation

• Microsoft Office Suite Salesforce Oracle SAP FICO

• Problem-Solving Empathetic Communication

• Time Management Service Workflow Execution

PROFESSIONAL EXPERIENCE

Strativia — Atlanta, GA

Revenue Financial Analyst II (Lead) Jul 2024 – Dec 2024

• Communicated with government clients regarding telecom billing issues and service inquiries.

• Resolved vendor discrepancies and ensured timely account reconciliation.

• Handled high-volume billing data with customer-centric focus and professionalism.

SHEIN (Seasonal) — Atlanta, GA

Technical Designer Aug 2023 – Present

• Supported internal teams in resolving customer complaints about fit, fabric, and design issues.

• Provided remote collaboration with international teams and ensured client satisfaction.

Tech Providers Avanos Medical — Alpharetta, GA

Revenue AR / Order Administrator Oct 2022 – Aug 2023

• Managed inbound communications via Salesforce to resolve order discrepancies and product returns.

• Processed adjustments for shortages, damages, and price disputes, maintaining a high service standard.

• Assisted healthcare customers with product questions and timely delivery tracking.

Collabera Bank of America — Remote

Financial Analyst Aug 2021 – Sept 2022

• Remotely resolved account issues for customer ATM deposits and financial record corrections.

• Provided clear, empathetic communication to customers regarding errors and resolutions.

Ampcus Verizon — Atlanta, GA

Billing & Order Processing Administrator Nov 2019 – Feb 2020

• Handled customer service tickets involving telecom billing discrepancies and order fulfillment.

• Communicated with clients to clarify invoices and correct system mischarges using NetSuite.

Infosys PwC — Various Locations

SAP Financial Consultant Apr 2018 – May 2020

• Supported client-side finance teams with SAP troubleshooting and ticket response workflows.

• Acted as internal service liaison, responding to technical support queries efficiently.

Lucas Group Rubicon Global — Atlanta, GA

A/R & Billing Analyst Mar 2017 – Apr 2018

• Communicated with clients about billing and rebate inquiries and provided account reconciliation.

Collabera ABB Software — Atlanta, GA

Revenue Contract Administrator Nov 2016 – Feb 2017

• Handled customer renewal questions, service quotes, and account adjustments via email and Salesforce.

• Supported order and project setup with attention to customer contract accuracy.

Lucas Group Fisher & Phillips LLP — Atlanta, GA

Billing & A/R Analyst Sep 2016 – Nov 2016

• Monitored customer payments, provided resolution for unapplied cash, and processed refunds.

CBS 46 Meredith Corp — Atlanta, GA

A/R Analyst Nov 2015 – Sept 2016

• Responded to advertiser account questions and managed daily payment postings in WideOrbit.

Pareto Argos USA — Atlanta, GA

A/R Analyst Jan 2015 – Nov 2015

• Processed payment entries, responded to customer payment inquiries, and ensured monthly account closings.

Intersect Group NCR — Atlanta, GA

A/R Specialist Oct 2014 – Dec 2014

• Provided support for unresolved credit card payments and reconciliations with small business customers.

Aerotek Delta Dental — Atlanta, GA

A/R Analyst Aug 2014 – Oct 2014

• Handled insurance member payments and responded to benefit plan questions.

RemX BeavEx Corp — Atlanta, GA

Credit & Collections Analyst Mar 2014 – Aug 2014

• Reached out to customers to settle unpaid invoices and applied payments to correct accounts.

RemX HSS Staffing — Atlanta, GA

HR Employment Specialist Sep 2013 – Oct 2013

• Provided candidate support, answered employment status questions, and handled background verifications.

Aerotek Evoca Inc — Atlanta, GA

HUD Coordinator / A/P Analyst Feb 2013 – Sep 2013

• Communicated with utility providers and banks to verify property service and invoice status.

Encadria Georgia Pacific — Atlanta, GA

HR Enrollment Analyst Aug 2011 – Oct 2011

• Assisted employees with benefit plan selection and open enrollment inquiries.

Humana Inc — Atlanta, GA

Billing Analyst & Customer Service Nov 2007 – Feb 2011

• Provided direct customer support to over 1,500 employer accounts and processed 250+ weekly transactions.

• Resolved billing issues and responded to email and phone inquiries regarding insurance premiums.

Duke Energy — St. Petersburg, FL

Customer Service Representative Oct 2004 – Nov 2007

• Answered billing-related calls and assisted customers with service questions and payments.

• Logged and followed up on complaints and ensured resolution within utility guidelines.

EDUCATION

High School Diploma

Pinellas Park High School — Largo, FL

Business Coursework

University of Phoenix — 2011

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