Experience

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  Convergys

  Apr 2000 - May 2003

  Billing services coordinator, manager and trainer

  • I was one of two direct contact persons for the client, AT&T Broadband, that my department was outsourced for. One of my responsibilities was setting up, modifying and cancelling dispatch orders for in-home service calls as escalated by customer service representatives and client contacts, as well as customers. • It was pertinent that I be available to assist Call Center Agents with the dispatch process, including direct service call appointments and issues, as well. • I supervised all aspects of customer billing and the client billing department, and all levels of customer care. The department and individual responsibilities included, but were not limited to customer monthly billing processes, customer care, dealing directly with upset and irate customers, or those with more intricate issues. • Specifically related to billing, I wrote and enforced the billing demarcations, policies and procedures to ensure consistent, correct and updated billing for our customers. I assisted the client (AT&T Broadband), technicians, customer service representatives and other employees with various billing and payment issues, including complex and disputed charges. I provided call monitors, metrics and scoring, and billing training for the CSR's, as well as all up-training and one-on-one assistance, including policy and process feedback. Show less

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  Cisp

  May 2003 - Aug 2007

  Billing services coordinator, manager and trainer

  • My multi-faceted position in this Call Center environment held many responsibilities. I started as the Billing Manager for this small Telecommunications Contractor and reseller of Internet access, which had job requirements that evolved and changed continually. Duties were added as my skills and abilities were advanced. • I supervised all aspects of customer billing, as well as the client billing department. The departmental and individual responsibilities included, but were not limited to customer monthly billing processes as well as complete customer care. This involved dealing directly with upset and irate customers, or those with more intricate issues, relating to their billing, usage or general requests or concerns. I was also in charge of payment issues such as late payments, failed credit cards, returned checks and e-checks, single and recurring credit card payments, ledger adjustments, balancing, credits and debits, ACH (Automated Clearing House) payments and batch uploads, credit card chargebacks, collection of unpaid debts, NSF Checks, and CSR assistance with Billing issues and policies. I assisted the technicians, customer service representatives, and other employees with various billing and payment issues. It was also my responsibility to write the billing training for the CSR's, as well as all group and individual up-training and assistance. This included policy and process feedback and enforcing the billing demarcations, policies and procedures. This ensured consistent, correct and updated billing for our customers and clients. • I was an Administrative Assistant in a supervisory position under the Center Director. In this role, I provided quality control variables and call monitors, metrics and scoring of the calls. The ability to prepare and preset all necessary coaching and feedback was also required and provided in this position. Show less

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  Hcr manorcare

  Dec 2007 - Dec 2008

  Billing specialist

  • My position as a Billing Specialist included, but was not limited to, working with regional Hospice facilities and their employees, following HIPPA guidelines, obtaining and charting patient information and input this critical information into the proper systems. I was responsible for verifying insurances, creating charges and billing for specific medical services, following strict billing processes.• One of my major duties was to process the direct billing of claims to Medicare, Medicaid and Commercial Insurances, as well as the follow-up on all monthly claims. Show less

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  Adolescent and young adult health services

  Apr 2009 - Aug 2009

  Patient services coordinator and medical biller

  • In this private medical practice my responsibilities included, but were not limited to: Collecting and coding patient information, contacting and billing charges, co-pays and medical fees to personal, private and insurance accounts, setting appointments. I made calls for appointment reminders, as well as collection calls, faxes, mailed letters and emails. I contacted previous medical facilities for additional patient info, organizing and completing patient chart information. I answered multiple phone lines, prepared prescription requests, medical forms and miscellaneous data, and prepared bank deposits as well. • My job duties also included updating internal information logs and documents, and I was the network administrator for the office computer system.• For the medical billing I utilized a complete understanding and usage of Athena software. Show less

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  Page plus cellular

  Oct 2009 - Jan 2015

  Lead trainer and quality assurance analyst

  • The Lead Trainer job duties included, but were not limited to, the research, testing, and implementation of internal processes related to customer service, billing, and technical support for the telecommunications products and services offered by the company to individual nationwide subscribers and 3rd-party independent dealer/store representatives. I also composed and maintained this process information and the demarcations for them in an internal Wikipedia that I was an integral part of creating. I wrote the company training guides and manuals, and provided the training of these support tools as well as other information. I provided classroom training and up-training sessions, individual agent assistance, created online training presentations, as well as trained classes and individuals via Webinar and Skype sessions. I was responsible for the training and up-training of new hires, supervisors, trainers, and all levels of customer service and support for Page Plus Employees in the United States, as well as call centers in the Philippines, and in Guatemala.• My duties relating to Quality Assurance were mainly to monitor and score inbound calls, which allowed me the opportunity to improve on all aspects of positive and efficient customer care and support with technical and other issues. • While in the Training and QA positions I made it a priority to spend several hours each month taking inbound customer calls and chats, supervisor escalations, and assisting wherever I may be needed most on the inbound lines. • Within this company I held many positions, and was promoted several times within my nearly five and a half year tenure. This included entry level Customer Service Representative, Tier 2 (second level support for our representatives and customers/dealers), and Tier 3 (third level support for all internal support and caller escalations). I also worked with the Live Chat team assisting customers and dealers via Internet based chat windows. Show less

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  Tracfone wireless

  Jan 2014 - Jan 2015

  Consultant

  • I became a TracFone Consultant after the company was purchased by TracFone in January 2014. I traveled to Guatemala to provide training and coaching in May and June of 2014, as this was the main call center that would be handling all levels of support after January 15, 2015, as all customer support operations were outsourced overseas.• This position also allowed me the opportunity to update all training and documentation for internal policies and processes, and to train the TracFone Corporate Trainers and Development Team to be able to continue the excellent customer support that was expected. Show less

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  Fca fiat chrysler automobiles

  Apr 2015 - Jan 2022

  Oversee production team and members. Main duties include ensuring that operations run smoothly and all safety measures are maintained. Assist team members with training, performance and general guidance. Report directly to Business Unit Leader, and continually monitor, update and maintain performance statistic reports and statistics. Troubleshoot, report, and follow up on all issues regarding production and safety. (Company currently known as STELLANTIS.) 3 years experience on production assembly line. Able to multi-task, adjust to different areas of operation, learn new responsibilities quickly, and follow explicit instructions.

  • Team Leader

    Jun 2019 - Jan 2022

  • Production Operator

    Apr 2015 - Jun 2019
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  Ohiolink corrections and treatment inc

  Apr 2017 - Oct 2017

  Community reentry specialist

  Assisting and monitoring residents of a halfway house. Engaged with clients on a routine basis utilizing cognitive behavior techniques to promote positive behavior and thinking. Maintained personal client files and information, and assisted with all client needs as they transitioned back into the community. Performed coverage desk and area duties.

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  Job1usa

  Nov 2021 - now

  Senior account manager