Results-Driven Billing & Lead Customer Service Rep
Resume:
GREGORIA ANNETTE RIVERA
Email ·********@****************.***
Results-driven Customer Service leader with over 20 years of experience, including 6 years specializing in billing accuracy. Proven expertise in complex problem-solving, process optimization, and fostering collaborative team environments. Seeking to leverage strong analytical abilities and communication skills to drive financial success in a leadership role.
EXPERIENCE
JUL 2023 - FEB 2026Billing Supervisor Trainee - Lead Customer Support Specialist ES,Republic Services
● Training, Onboarding, and Supervising (Billing Team) -fostering a high-performance culture and ensuring accurate, timely invoice processing.
● Direct Communication (Leadership/Interdepartmental) -Acted as the primary liaison between Billing, Operations, Transportation, and Disposal leadership to streamline workflows and resolve invoice discrepancies.
● Support (Customers and Internal Customers) -Delivered comprehensive support to customers and internal departments, acting as a Subject Matter Expert (SME) on billing and waste procedures.
● Mentoring, Guidance, and Troubleshooting -Customers andNECustomer Service Team in conflict resolution and complex troubleshooting processes to ensure complete understanding and satisfaction through hands-on mentoring.
● Waste Profile Review and Compliance -Audited new and reapproved waste profiles for accuracy, reducing approval times, maintaining accurate records and compliance for ongoing disposal operations. JAN 2018 – JUL 2023ER Billing Specialist, US Ecology- Republic Services
● Managedhigh-volumebillingfortheNationalEmergencyDepartment,ensuring100%accuracyandcompletenessof invoices.
● Reviewed and approved complex internal invoices for large-scale, high-priority clients.
● Resolved daily, cross-functional billing inquiries from multiple USE & NRC offices to facilitate seamless revenue cycles.
● Accelerated project setup by creating daily job-specific project numbers and work orders
● Trained and mentored new staff in the Taylor Billing Department, improving team efficiency and accuracy
● Executed on-site, client-facing services for National ER projects as requested by management. AUG 2012 – JAN 2018Onsite Customer Service Representative - Dispatch Assistant, US Ecology
● Maintain all internal and external calls and emailcommunication workflows, consistently exceeding company standards for response times.
● Provide complete understanding & resolution to ensure customer concerns are honored.
● Accurately entered and updated high-volume scheduling data and approval documentation in the company database daily.
JAN 2008 – AUG 2012
CUSTOMER SERVICE, PSC – DETROIT
AUG 2005 – JUL 2007
ADMINISTRATIVE ASSISTANT – INLAND WATERS REMEDIATION DEPT EDUCATIONH.S – DOUGLAS MACARTHUR – GENERAL STUDIES SKILLS
● Results-focused, Target-driven, Achievement-oriented
● Proactive, Solution-oriented, Action-oriented
● Driven, Ambitious, Initiator, Calm-under-pressure
Contact this candidate