Aleda McNerney
Payment Operations
Pickerington,OH
Summary
Efficient Cash Office Associate offers resourcefulness, computer proficiency and financial systems knowledge. Works quickly and accurately to update systems, check reports and verify totals. Highly organized and methodical with disciplined approach and excellent communication skills. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
Nisource
Pickerington, OH
07.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Cash Exceptions Processor
NiSource Cash Operations
Columbus, OH
02.2010 - 07.2021
- Maintained 100 % accuracy on QA since date of hire.
- Focused on creating strong relationships based on high end customer service, follow through and participation in NiSource Team Building events.
- Mentor to coworkers and new hires by providing cross training in multiple roles for future growth.
- Exceeded standards of customer expectations and satisfaction through effective and sound judgement.
- Collaborated in creation and implementation of multiple RPA's, Modules, and Payment Portals to streamline work functions, as well as assisting in creation and implementation of Payment Operations Job Aid.
- Posted and researched Energy Assistance payments for OH, MD, PA, VA and MD including but not limited to, posting and research for payment exceptions made through lockbox for OH, MD, PA, KY, VA and MD.
- Worked directly with multiple vendors, departments and customers to ensure accuracy of payment posting.
- Maintained accurate daily and monthly accounting for Kentucky bank reconciliations, as well as daily balancing for Kentucky for multiple departments.
- Completed return check coding for vendors and customers.
- Processed cash transfers made through GTS, Premise Collections and Warranty Services departments.
- Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
- Maintained records of Deluxe paper rejects and Energy Assistance payments in accordance with established policies and procedures.
- Identified and suggested remedies for areas of improvement based on detailed daily reports and analysis.
- Assisted in monthly COF reports.
- Supported in daily Exceptions Report.
- Maintained petty cash records of debits and credits in accordance with established policies and procedures.
Customer Care Specialist
NiSource Strategic Initiatives
Columbus, OH
11.2008 - 02.2010
- Worked closely with PUCO in identifying customer issues, investigated causes, and initiated resolutions.
- Maintained close working relationships with Energy Assistance agencies, processing pledges and determining customer payment plans.
- Initiated reports through DIS for missing Energy Assistance payments in addition to researching and locating payments.
- Training and development of new hires and their understanding of job responsibility.
- Helped large volume of customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Directed customers to appropriate departments for additional support.
- Scheduled technician repair appointments at customer request.
- Coordinated timely responses to online customer communication and researched complex issues.
- Verified accuracy of customer account information and updated when necessary.
Education
High School Diploma -
Elida High School
Elida, OH 08.1996 - 06.2000
Skills
Software proficiency in Red Mainframe, Microsoft 365, Microsoft Edge, OneNote, OneDrive, PowerShell, IBM Sametime, IBM Notes, IBM Tivoli, HCM Workforce Management, ServiceNow, SharePoint, PingID, SailPoint, Cisco WebEx, PeopleSoft, LMS, Citrix Workspace, Citrix Receiver, Adobe Acrobat, NiSource Apps, CDM, Paymentus, ImageLook, SinglePoint, CGI Advantage, Pinacle, GTreasury Report, CSI Portal (ACI), OH/ID Portal, Google Chrome, WebMail, MyPay, Performance Manager
Search Engine Optimization
Automation understanding
Research experience
Multitasking abilities
Self-motivated professional
Troubleshooting
Customer service
Complaint resolution
Report preparation
Recordkeeping strengths
Creative problem solving
Professional telephone demeanor
Technical Support
Key stakeholder relationship building
Service standard compliance
Additional Information
Liza Hughes 614-477-0091 Nisource - Manager Payment Operations/Billing Exceptions
Paige Nesper 949-903-0788 Nisource - Team Lead Payment Operations/Billing Exceptions
Scott Samson 614-530-1969 Magna - Payroll Management
Timeline
Customer Service Representative
Nisource
07.2021 - Current
Cash Exceptions Processor
NiSource Cash Operations
02.2010 - 07.2021
Customer Care Specialist
NiSource Strategic Initiatives
11.2008 - 02.2010
High School Diploma -
Elida High School
08.1996 - 06.2000