Data Entry Clerk with 20+ Years in Customer Service

LaDonna Kolling, AAP

Harrison, TN 423-***-**** **************@*****.*** https://www.linkedin.com/in/ladonnakolling/

PROFESSIONAL SUMMARY

Customer service specialist with over 20 years of experience in the FinTech and financial services sector, excelling in client interactions and technical support roles. Highly skilled in addressing complex billing inquiries, managing sensitive customer data, and ensuring policy compliance. Proven track record of process improvements and swift issue resolution, resulting in increased customer satisfaction. Adept at translating financial procedures to clients, with recent experience supporting high-volume account management and training.

PROFESSIONAL EXPERIENCE

Customer Service Representative, LiveOps (Remote)

January 2026 – Current

Assist newly registered members for remote access to healthcare providers.

Document and update all member encounters in secure databases, demonstrating strict adherence to confidentiality protocols.

Treasury Management Specialist, Vericast (Remote)

July 2023 – Current

Assist Treasury Management clients with system migrations, ensuring a 100% client data integrity rate during transitions.

Document and update all client encounters in secure databases, demonstrating strict adherence to confidentiality protocols.

Conducted individualized virtual training for up to 50+ clients, explaining detailed workflow differences and billing impacts between legacy and new systems.

Managed scheduling for 20+ concurrent client migration projects, meeting 99% of all critical deadlines.

Consultant, Plinqit, Inc. (Remote)

April 2022 – August 2022

Served as primary customer support contact, resolving 95%+ of user inquiries within 24 hours.

Implemented email channel for Zendesk, resulting in a 30% improvement in response efficiency for billing and account queries.

Coordinated project completion ahead of schedule by 2 months.

Sales Media Content Manager, Fiserv (Remote)

July 2018 – February 2020

Designed training materials for sales and engineering teams, improving comprehension of payment system policies by 40%.

Developed and maintained template decks used by 100+ staff members to explain service charges and features to clients.

Helped implement SharePoint resources, elevating internal knowledge-sharing and team efficiency by 25%.

Director, Customer Response Team, ACH Alert (Ooltewah, TN)

May 2010 – May 2015

Managed a portfolio of 120 accounts, generating $500,000 in monthly revenue and driving a 95%+ issue resolution rate.

Resolved customer queries and billing discrepancies through the Help Desk, achieving 98% client satisfaction rates.

Trained 100+ financial institution clients in billing procedures and compliance best practices.

National Account Manager, Autoscribe (Remote)

January 2009 – February 2010

Oversaw 20 top accounts generating $4 million/month in revenue; achieved a 10% cost reduction via digital invoicing innovations.

Increased monthly revenue by $18,000 through account reviews and billing accuracy improvements.

Collaborated with executive teams to develop strategies for expedited collections and reduced denials.

Various Titles, MoneyGram Payment Systems / ACH Commerce (Remote)

January 2003 – December 2008

Managed cross-functional teams to implement payment processes for 500+ clients.

Served as project lead and technical expert for system implementations, helping streamline claims and collections processes.

Instrumental in ensuring policy and procedure compliance for all implemented solutions.

Other Experience: Reseller, Self-Employed (Chattanooga, TN)

February 2020 – Current

Proactively monitor market and trends, maintaining a >55% profit rate through keen financial analysis and customer engagement.

Managed multiple listings and provided high-quality customer support under tight deadlines.

EDUCATION

Computer Science, Waubonsee Community College

High School Diploma, Naperville North High School

ADDITIONAL SKILLS

Account management and collections

HIPAA compliance and confidentiality practices

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Project, SharePoint)

Zendesk, Salesforce, Adobe Acrobat/Photoshop, Camtasia

Customer service, communication (written/verbal), organization, problem-solving, multitasking

Team leadership and cross-functional collaboration

Financial analysis and reporting

RELEVANT STATISTICS

20+ years of customer service and account support experience

Handled billing and account management for 100+ clients monthly

Achieved client satisfaction rates of 95%+ in previous roles

Reduced operational costs by 10% through process improvements

Completed large-scale migrations and training projects by deadlines 99% of the time

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