Customer Account Manager with Billing Dispute Expertise

Robin Garnett

CUSTOMER ACCOUNT MANAGER

Akron, OH 330-***-**** *****.*********@*****.***

Objective

Account Manager with years of inbound call experience resolving billing disputes, improving processes, and coordinating field operations to shorten outage follow-ups. Seeks to apply strong customer focus and attention to detail to drive retention and operational efficiency.

Experience

FirstEnergy Corporation Customer Service Associate Akron, OH Oct 2019-2026

Investigated charge discrepancies by extracting billing histories.

Resolved complex billing disputes by auditing meter reads and transaction logs.

Processed move-in/move-out orders in SAP with accurate account updates

Trained new hires in CRM/SAP workflows and complaint scripts to raise first call resolution rates.

Coordinated daily with field dispatch to schedule new meter installs or replacements.

Reviewed late-payments patterns and flagged recurring exceptions for collections review.

Resolved billing disputes by comparing meter logs to customer histories.

Coordinated with field teams to confirm meter-read schedules on existing and new installs.

Salon Owner/Operator Nu Dimensions Hair Salon Akron, OH Apr 2002-Dec 2024

Expanded salon clientele by executing personalized consultations and targeting local referrals.

Managed daily salon finances through POS and ledger records to reconcile cash and card receipts.

Designed a service menu that clarified offerings and simplified checkout transactions.

Applied sanitation protocols for the salon that passed state health inspections without citations.

Customer Service Assistant Just in Time Staffing Akron, OH OCT 2018-Oct 2019

Answered inbound calls resolving account inquiries

Verified customers identity and updated billing information in CRM.

Reconciled billing discrepancies, corrected invoices, and reduced future payment disputes.

Assisted in working storm duty during high outage situations.

Processed payment arrangements through billing system and documented terms to prevent unexpected service suspensions.

Processed reinstatements by coordinating with Meter Service

Education

The University of Akron, Akron, OH Aug 2008- Aug-2010

Dual bachelor’s degree in communication

Skills & abilities

Leadership Conflict Resolution Customer Focus

Critical Thinking Process Improvement Team Collaboration

Communication Adaptability Detail Oriented

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