Alicia R Hart
White Plains,MD
Summary
Detail-oriented and methodical billing and customer service professional offering over 10 years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance. Looking to leverage my advanced abilities and experience to take on a dynamic new role with long-term potential and room for career advancement.
Overview
12
12
years of professional experience
Work History
Senior Billing Agent
DC Water
Washington, DC
01.2021 - Current
- Handles complex billing issues from billing agents, customer inquiries, the escalations team, and upper management to provide direction due to processes, exceptions, billing errors and SAP system issues to provide optimal resolution.
- Analyze billing disputes for possible credit adjustments and posts manual adjustments for water consumption charges.
- Utilize available resources such as Maximo, STAR, and SAP to research and confirm meter configuration and meter inventory issues
- Monitors daily unbilled reporting and agent productivity to ensure that the maximum number of accounts are being updated accordingly and billed to meet monthly and year-end targets.
- Analyze and monitor billing and service notification exceptions to track trends and make suggestions to the billing supervisor and manager to increase agent productivity and efficiency by reducing the number of accounts to be manually reviewed by the billing team.
- Created, track, and monitor billing agent productivity spreadsheets in Microsoft Excel.
- Runs and reviews billing exception reporting to distribute for processing by the billing team.
- Train and mentor new and existing team members and managers on SAP billing system and policies to build cohesive groups and promote operational performance.
- Creates billing resources such as: job aids, training material, and quick tip emails for team support
- Conducts trainings and one on one discussions to increase agent development.
- Assist in the QA review process of agents, completing 50-100 reviews monthly
- Attends meetings with billing supervisors and billing manager to strategize ways to ensure that monthly targets and goals are met
- Periodically works with the SAP program management team to participate in the testing of system enhancements and provide feedback for better user comprehension and efficiency.
Billing Agent II
DC Water
Washington, DC
05.2017 - 01.2021
- Performed detailed review and analysis of government, key account and commercial accounts that include multiple meters, private deduction meters, fire line and irrigation to determine consumption reasonableness.
- Review of billing and invoicing exceptions to determine billing and invoicing clearance.
- Analyzed accounts for unbilled revenue, consecutive estimates, consumption on inactive accounts, abnormal readings and consumption patterns, zero consumption to determine if field work orders need to be issued to ensure proper billing.
- Reviewed and applied appropriate action to resolve exceptions in field orders and any other field order updates.
- Performed billing maintenance of accounts such as processing adjustments and service orders.
- Reviewed and aided other team-members with complex billing issues, billing error messages, rate changes, and determining meter configuration to ensure customers are billed accurately.
- Exhibited positive action in representing the Authority in making final determinations on customer’s inquiries or problems.
- Processed transactions associated with inbound and outbound customer inquiries.
- Prepared written correspondence to customer inquiries addressing items of concern and provides appropriate resolution.
- Lead in the system testing and implementation project of the SAP billing system.
- Created day-to-day billing-scenario test scripts for testing execution to ensure proper functionality.
- Developed Billing Agent training manual and training tools for end users.
- Conducted Billing Agent training to all end users which provided education on the new system functionality of the day-to-day billing operations.
- Acted as liaison between system developers and end users regarding system functionality issues
Customer Care Supervisor
Southern Maryland Oil Company
LaPlata, MD
10.2014 - 05.2017
- Supervised 20 call center associates to ensure call time, hold time, and calls in queue targets are being met to improve the client experience and achieve client retention targets.
- Overseer of daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Managed and resolved customer complaints/inquiries using Microsoft Customer Relationship Management (CRM)
- Analyzed escalated accounts to approve credit adjustments and exceptions to ensure customer satisfaction.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Established performance and service goals and held associates accountable for individual performance.
- Responsible for maintaining $900,000 in funds provided to clients under the Maryland Energy Assistance Program (MEAP) by budgeting and tracking eligible expenses throughout the season.
- Developed reconciliation spreadsheet to track approved funds, deliveries made, total dollars used, and remaining credit to provide monthly reporting to management.
- Reconciled the Maryland Energy Assistance Program(MEAP) accounts at the end of the heating season to ensure all appropriate accounts were credited and provided the total amount of the funds to be returned to the state of Maryland.
- Overseer of the company’s equipment replacement assistance program for low-income clients by screening customers for eligibility, processing applications for approval or denial, and have the customer scheduled for replacement if approved.
- Responsible for the daily posting of prior day’s credit/debit card and EFT transactions.
- Responsible for the collections handling efforts of past due accounts including customer outreach and making payment arrangements.
Insurance Sales Agent
Self Employed
Mechanicsville, MD
01.2013 - 10.2014
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Met with customers to provide information about available products and policies.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Sold short-term disability and life insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Quoted and calculated premium rates for policies, using company rate book and calculator.
- Finalized sales and collected necessary information for direct payment allotments.
- Attend all available sales training to help market the company products in a more effective manner.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Insurance Sales Agent
State Farm
Bryans Road, MD
03.2012 - 01.2013
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Met with customers to provide information about available products and policies.
- Explained advantages, features and disadvantages of various policies to promote sale of plans
- Conducted research on insurance packages and investment options to generate client recommendations.
- Finalized sales and collected necessary deposits and established payment methods for clients to facilitate customer payments and issue receipts.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Attended all available sales training to keep up to date on current company updates, laws and regulations
Customer Service Representative
GEICO
Fredericksburg, VA
03.2011 - 03.2012
- Interacted with customers by phone to provide customer service for personal lines of insurance and ensure minimal wait times and the best service possible.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Receives and processes orders, provides information concerning pricing, changes in service, and discontinuance
- Investigated and corrected errors, following customer and company records
- Responded to customer requests for products, services and company information.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Provided primary customer support to internal and external customers.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Referred complaints of service failure to the appropriate departments for investigation and resolution.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Education
B.S - Business Administration
University of Phoenix
05.2024
Diploma -
Maurice J McDonough High School
06.2002
Skills
- Data Entry
- Decision-Making
- Multitasking Abilities
- Excellent Communication
- Analytical and Critical Thinking
- Teamwork and Collaboration
- Organization and Time Management
- Billing Systems and Software
- Billing Data Verification and Dispute Resolution
- Fee and Charge Computation
- Microsoft Excel, Word, and Powerpoint
- Email and Phone Etiquette
Timeline
Senior Billing Agent
DC Water
01.2021 - Current
Billing Agent II
DC Water
05.2017 - 01.2021
Customer Care Supervisor
Southern Maryland Oil Company
10.2014 - 05.2017
Insurance Sales Agent
Self Employed
01.2013 - 10.2014
Insurance Sales Agent
State Farm
03.2012 - 01.2013
Customer Service Representative
GEICO
03.2011 - 03.2012
B.S - Business Administration
University of Phoenix
Diploma -
Maurice J McDonough High School
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