Billing & Customer Service Specialist

Keisha Lecato

Monroe, NC • 980-***-**** • ********@*****.***

Customer Service & Billing Specialist

Professional Summary

Customer service and billing professional with 15+ years of experience in telecom and call center environments. Skilled in account management, billing audits, order processing, and resolving complex customer issues with accuracy and empathy. Proven ability to streamline processes, support high call volumes, and deliver excellent customer experiences. Proficient in CRM systems, Salesforce, and Microsoft Office.

Core Skills

• Customer Service & Call Center Support

• Billing & Account Maintenance

• Order Processing & Corrections

• CRM Systems (Salesforce, Promax, Citrix)

• Inbound & Outbound Calling

• Account Reconciliation & Audits

• Problem Solving & Conflict Resolution

• Technical Support (Internet/PC/ISP)

• Microsoft Office (Word, Excel, Outlook, PowerPoint)

Professional Experience

Provide billing support including payments, adjustments, and account maintenance for mobile and internet customers.

Drive sales for mobile and internet services through consultative support during inbound calls.

Deliver technical support for mobile devices and internet connectivity issues, ensuring timely resolution.

Manage high call volumes in a fast-paced inbound call center while maintaining excellent customer satisfaction.

AT&T – Charlotte, NC Feb 2025 – Present

Billing & Sales Support Representative

Back Office Support

Kinetic by Windstream – Charlotte, NC May 2008 – Apr 2024

Process customer applications and billing adjustments with accuracy and attention to detail.

Perform account maintenance including disconnects/reconnects, billing for repairs, and internet speed upgrades.

Handle inbound and outbound calls to resolve customer issues regarding billing, service interruptions, and account discrepancies.

Conduct billing audits that reduced discrepancies and improved invoice accuracy.

Dispatch technicians and coordinate scheduling to ensure timely service delivery.

Draft customer correspondence and provide ongoing support for escalated billing and service concerns.

Recruiter & New Hire Trainer

New Vision Sales – Fort Mill, SC Nov 2007 – May 2008

Recruited and onboarded new hires for sales teams across multiple clients.

Trained staff on sales tactics and customer engagement strategies.

Monitored performance and provided coaching to improve retention and sales outcomes.

Customer Service Manager / Business Development Rep

Donald Craig Automotive Group – Charlotte, NC May 2005 – Nov 2007

Managed customer service operations and coordinated delivery of new vehicles.

Guided customers through financing applications and ensured timely follow-up on sales.

Supported sales and repair departments by handling client accounts and customer concerns.

Education

Associate of Arts in Psychology

Central Piedmont Community College – Charlotte, NC (2012)

Certifications

Valid Driver’s License (expires Apr 2026)

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