Customer Service & Billing Specialist

Ernestina Rios

Contact number:650-***-**** Email: **********@*****.***

Objective: In search of a Customer Service/Billing Specialist, position where I can utilize my skill

Career Qualification: 18+ years of Customer Service. Highly dependable and trustworthy professional with a solid work record; well versed high business etiquette standards. Track record of providing exemplary support for all levels of employees. Demonstrates integrity when maintaining the highest level of confidentiality while utilizing the utmost diplomacy and tact. Very flexible and adaptable professional; enjoys working dependently and independently, and overtime as needed.

Professional Experience:

ASI, GE Appliances, Remote, TX

06/2023 - Present

Consumer Relations, Case Manager

● Take ownership in resolving GE Appliances' customer concerns, including data management, capturing all the facts surrounding complaints, following the outlined steps to resolve issues and responding to all letters of inquiry.

● Follow up with customers using phone, email, or text to resolve appliance-related concerns, and closeout cases with successful actions.

● Find creative solutions that are in the best interest of the customers and GEA when negotiating and implementing concessions.

● Interact and coordinate with all necessary stakeholders to successfully resolve consumer issues, i.e., zones, dispatchers, technicians, etc.

● Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager.

● Complete consumer reviews for satisfaction before case closure.

● Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies

Recology San Mateo County, San Carlos, CA

08/2005 – 07/2015

Customer Service Specialist/ Billing Specialist/Collection

● Utilize customer service and relations skills to effectively screen and answer heavy incoming phone calls (150+) while simultaneously routing the calls to appropriate personnel/department.

● Quote prices and cash box

● Handle incoming mail, and mail out mail

● Open new accounts and closed accounts

● Schedule deliveries, extra pickups, cleanup and deliveries of debris boxes.

● Responsible for public email and voicemails.

● Handle incoming mail and outgoing mail including incoming fax.

● Prepares monthly billing adjustments, obtains approvals, and enters adjustments into the billing system.

● Researches and resolves routine and non-routine billing questions and discrepancies. Following standard operating procedures, determines the appropriate adjustment codes to process the transaction.

● Reviews invoices for completeness and accuracy. Follow up with customers or other division staff/management to resolve identified discrepancies.

● Gather and summarize supplemental billing information to accommodate customer billing requirements.

● Reviews various billing system reports to identify billing discrepancies. Makes corrections as appropriate to ensure accurate billing following standard operating procedures.

● Posts cash receipts to customer accounts based on information from lock box reports and local cash receipt listings. Performs basic and routine research to resolve differences or unidentified / misapplied payments.

● Posts payments as appropriate into the billing system to clear open obligations or prepares remittance advice to accompany payments sent to the lock box or corporate office.

● Accept credit card payment from customers over the phone and process recurring payments.

● Act as a resource for less experienced personnel within the division or other divisions. This includes answering questions and providing training and support for others. Penwest Insurance Service, Mountain View, CA

09/2001 – 05/2005

Customer Service/Administrative Assistant

● Performed Finance and Accounting duties via accounts payable/receivable functions.

● Cash box and upkeep of new clients database.

● Opened and closed office.

● Quoted prices.

● Deposit money to the bank.

● Successfully performed administrative duties.

● Utilizes customer services and relations skills to effectively screen and answer heavy incoming phone calls (100+) while simultaneously routing the calls to the appropriate personnel/department.

● Demonstrated knowledge of professional business etiquette when greeting clients, vendors, and guests.

Neal’s Insurance Services, Hayward, CA

01/1999 - 06/2000

Customer Service Representative

Quoted insurance prices for customers

Data entry, filing, typing, and answered phones

Open and closed office

Cash box

Data entry

Performed administrative duties

Dealt with customer complaints

Cal State Hayward Department of Public Administration Master Degree, Hayward, CA

09/1997 - 06/1998

Office Clerk Customer Service Assistant

● Answered phones

● Typing, filing and data entry

● Up keep of student database

● Student inquiries

● Set up new Student information file

● Sort out the mail and send out mail

Education:

Woodside High School (High school Diploma) 1997

Cal State Hayward: 3 years

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