Billing & Customer Service Specialist
Resume:
Tina Williams
Cincinnati, OH
*********@*****.***
Professional Summary
Detail-oriented and reliable professional with over 25 years of combined experience in logistics coordination, billing, fraud investigation, customer service, and accounting. Demonstrates strong analytical skills, excellent communication, and a commitment to accuracy and efficiency in high- volume, deadline-driven environments. Proven ability to resolve issues, support internal teams, and maintain compliance with industry regulations and standards. Work Experience
Shipping Clerk
DHL Express Distribution Center-Cincinnati, OH
December 2023 to May 2024
• Prepared shipments for domestic and international delivery using FedEx, UPS, and freight carriers.
• Verified shipping documents and ensured accurate packing lists and labels.
• Coordinated with warehouse and logistics teams to meet daily fulfillment targets.
• Maintained inventory logs, performed cycle counts, and flagged discrepancies.
• Scheduled shipments by collaborating with clients and carriers; researched and resolved transportation issues to ensure smooth operations
Billing Representative
Spectrum Cable Services-Cincinnati, OH
June 2022 to April 2023
• Provide accurate and timely assistance to customers regarding billing inquiries, payment options, and account balances.
• Explain charges for cable, internet, phone, and bundled services in a clear, customer-friendly manner.
• Process payments, issue credits, set up payment arrangements, and resolve billing discrepancies.
• Research and resolve escalated billing issues, working with internal departments as needed.
• Assist customers with understanding promotional pricing, rate changes, and service adjustments.
• Maintain up-to-date knowledge of Spectrum's billing systems, products, policies, and promotions.
• Ensure customer satisfaction by delivering exceptional service and ensuring first-call resolution when possible.
• Document customer interactions and updates in the customer relationship management
(CRM) system.
• Educate customers on autopay, online billing, and mobile app features for account management.
• Adhere to company policies, privacy regulations, and compliance standards in all billing- related tasks. Fraud Claims Adjuster/billing Agent
Macy’ Inc-Cincinnati, OH
November 2019 to June 2022
• Investigated suspicious or potentially fraudulent claims submitted by clients, vendors, or employees.
• Analyzed documentation, conducted interviews, and reviewed account activity to determine legitimacy of claims.
• Collaborated with legal, compliance, and management teams to document and escalate confirmed fraud cases.
• Drafted detailed reports outlining findings, financial impact, and recommended corrective actions.
• Recovered funds where possible through denial of invalid claims and coordination with recovery teams.
• Maintained confidentiality of sensitive information and ensured adherence to company fraud policies and regulatory standards.
• Educated internal teams on fraud prevention strategies and helped implement process improvements to reduce risk exposure.
Customer Service Representative
ANTHEM, INC-Cincinnati, OH
September 2018 to October 2019
• Responded to high-volume inbound calls from members, providers, and other stakeholders regarding benefits, claims, eligibility, and policy coverage.
• Provided clear, accurate information to assist members with understanding their healthcare plans, billing statements, and prior authorizations.
• Resolved customer inquiries and complaints with professionalism and empathy, ensuring first-call resolution whenever possible.
• Documented all member interactions and updates in Anthem's internal customer management systems.
• Guided members through the appeals and grievances process when needed, adhering to HIPAA and company confidentiality policies.
• Worked closely with claims processors, medical management, and provider relations teams to address escalated issues.
• Educated members on digital tools, self-service portals, and wellness programs offered through their plans.
• Maintained performance metrics in areas such as call quality, handle time, and customer satisfaction.
• Participated in regular training to stay updated on policy changes, plan enhancements, and regulatory requirements (e.g., Medicaid, Medicare, ACA).
Accounting Clerk
DEPARTMENT OF TREASURY/IRS-Covington, KY
February 2009 to November 2017
• Processed financial transactions and maintained accurate records for federal tax payments, refunds, and internal accounting operations.
• Reviewed and reconciled ledgers, journal entries, and account balances in compliance with federal accounting standards.
• Assisted with preparing financial reports, tracking obligations, and verifying disbursements across IRS departments.
• Utilized financial management systems (e.g., Integrated Financial System [IFS], Oracle Federal Financials) to input and audit accounting data.
• Researched discrepancies and coordinated with auditors, analysts, and other government agencies to resolve errors or incomplete records.
• Ensured all accounting activities adhered to IRS procedures, the Federal Financial Management Improvement Act (FFMIA), and GAAP principles.
• Maintained documentation and records in preparation for audits, data requests, and performance reviews.
• Supported month-end and year-end closing processes by compiling data and reconciling accounts. Education
(GED)
El Paso Community College-El Paso, TX
January 1987 to December 1987
Skills
• Computer skills
• Office experience
• Accounting
• Databases
• Microsoft Excel & Office Suite
• Customer Support & Service Recovery
• Accounting Software (SAP)
• SAP
• Inventory & Shipping Logistics
• Typing
• English
• Data collection
• Administrative experience
• Billing & Invoicing Accuracy
• Cross-Departmental Collaboration
• Clerical experience
• Microsoft Word
• Financial Data Entry & Reconciliation
• Organizational skills
• Microsoft Excel
• Data entry
• Confidentiality Compliance
• Microsoft Office
• Microsoft Outlook
• Microsoft Office (Excel, Word, Outlook)
• Fraud Investigation & Claims Analysis
• Phone etiquette
• Time management
• Word processing
• Customer service
• Analysis skills
• Order entry
Certifications and Licenses
Driver's License
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