Utility Billing Clerk & Customer Billing Support

Tanya Sims

Odessa, TX

) 214-***-**** ************@*****.***

Utility Billing Clerk

Seasoned, accomplished Utility Billing Clerk showcasing 20+ years of expertise in managing all aspects of utility billing, including input, maintenance, and retrieval of records, preparation of monthly bills, and setup and closure of accounts. Ensures accuracy in billing, payments, cash handling, work orders, and meter readings. Skilled in handling multiple high-stress tasks simultaneously, making quick decisions, and resolving conflicts with tact and diplomacy. A strong communicator with proper phone etiquette, adept at interacting with customers and providing clear, accurate, prompt responses. Proficient in data entry, 10-key operation, and managing cash transactions with precision. A proactive team player committed to improving operations and fostering a positive work environment with colleagues. Adept at multitasking, with robust attention to detail, and making quick, sound decisions in challenging situations.

Selected Highlights:

Oversaw the billing cycle for multiple accounts, applying late fees and sewer surcharges, ensuring timely and accurate billing for raw water and fire hydrant services.

Conducted thorough audits of 30-day accounts, correcting discrepancies in meter readings and usage to maintain billing accuracy and compliance.

Set up numerous new accounts and managed monthly account closures for the City of Odessa, handling billing inquiries, processing work orders, and ensuring smooth account transitions.

Awarded City Employee of the Year and received a Proclamation from the City of Seagoville.

Promoted multiple times at the City of Seagoville for managing multi-line phones, closeout reports, cash receipts, and public interactions, while maintaining food permits, and filing systems.

Exceeded expectations at the City of Seagoville, entering tickets, and payment plans, printing complaints/judgments, court scheduling, and sending past-due notices, under high-pressure conditions.

Core Competencies

Billing Procedures & Records Customer Service Team Player Collaboration Project Management Administrative & Clerical Support Conflict Resolution Tact & Diplomacy Phone Etiquette/Multi-Line Phones Billing Systems Policies & Procedures Client Relationship Management Accounts Receivable/Accounts Payable Relationship Building Cash Receipts Fie System Setup Organized Outstanding Communication/Interpersonal Skills Multitasking Sound Decision-Making Attention to Detail 10-Key Microsoft Office Scheduling Records Management

Professional Experience

City of Odessa, Odessa, TX 2021 – Present

Utility Billing Clerk

Managed the monthly billing cycle for 10 to 14 cycles, including raw water and fire hydrant accounts, while applying late fees and adding sewer surcharges to qualifying accounts.

Entered meter readings, cleared exceptions, and corrected readings, addressing issues such as previous readings being lower than current, high or low consumption, and shutoff accounts with usage to ensure accurate billing.

Conducted audits on 30-day accounts, deleting inactive accounts and processing final billing, while checking service dates, verifying readings, adjusting usage amounts to reflect accurate consumption, and selecting the appropriate final bill template.

Generated accounts receivable (A/R) and checked accounts for credits and deposits, verifying accuracy before collaborating with customer service representatives to explain charges and address inquiries about billing adjustments, including express bills for urgent corrections.

Generated and proofed bills through Aqua Mailer, verifying accuracy via Excel spreadsheets before sending finalized bills to the print shop and ensuring proper handling of final bills by removing unnecessary charges and checking work orders.

City of Odessa, Odessa, TX 2018 – 2021

Customer Service Representative

Set up new accounts, and managed the closure of multiple accounts monthly, handling billing inquiries, processing work orders, and ensuring timely account transitions.

Provided exceptional customer service numerous calls daily, set up extensions for seamless internal/external communication, and provided technical support to resolve customer issues efficiently.

Conducted daily analysis of water consumption rates and account data for accounts, utilizing GIS mapping to collect/process information on existing accounts, significantly reducing discrepancies.

Coca-Cola Southwest Beverages, Odessa, TX 2013 – 2018

Route Process Administrator

Collaborated with cross-functional teams to check in drivers daily, accurately counting and balancing deposits, and maintaining a 100% compliance rate in cash handling and reporting.

Developed an efficient filing system, improving document retention and retrieval, which increased faster access to critical reports and records.

Accurately calculated and optimized delivery routes for drivers, enhancing operational coordination, and substantially reducing route errors.

Consistently praised for delivering high-quality, timely reports, demonstrating meticulous attention to detail, and exemplary customer service.

City of Seagoville, Seagoville, TX 1986 – 2012

Customer Service Clerk III / Court Clerk

Earned multiple promotions for exceptional performance while managing multi-line phone systems, preparing closeout reports, processing cash receipts, and maintaining extensive public contact.

Consistently utilized tact, diplomacy, and professionalism while loading/unloading handhelds, managing food permits, and maintaining an efficient filing system.

Excelled as a court clerk by accurately entering tickets, setting payment plans, printing complaints and judgments, scheduling court dates, and issuing past-due notices/warrant letters under a heavy workload.

Played a pivotal role in supporting all aspects of utility billing operations, ensuring accuracy and consistency in all billing processes.

Streamlined payment processing methods, handling daily cash reports, editing/billing monthly accounts, and managing handle taps to ensure smooth organizational coordination.

Leveraged software solutions to efficiently journalize utility transactions, meter change-outs, adjust accounts, generate disconnect lists, and dispatch numerous work orders to field personnel.

Improved processes for managing new service deposits, fire hydrant meters, rereads, and account transfers to enhance service efficiency.

Demonstrated strong technical skills and troubleshooting abilities using multiple 2-way radios to ensure seamless communication and operations.

Additional Credentials

Technical Skills: Microsoft Office Suite, 10-key, DCR, Multi-Line Phone, 2-Way Radios

Honors & Awards: City of Employee of the Year, 2010 / Proclamation, 2012

Professional Development: Continuing Education at Eastfield College – Word Processing

Continuing Education at Odessa College - Typing

Community Engagement: Chamber of Commerce luncheons

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