April Norman
Philadelphia,PA
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Billing Specialist
PECO
05.2020 - Current
- Billing and analyzing residential, commercial, private outdoor lighting and large commercial accounts using CIMS, MDM, Data Raker and RNI
- Experience in service order, WFM issuance and AMI systems
- Selected as a lead in a project-based customer communication outreach to advise customers on their delayed bills
- Reviewing and analyzing high bills and using CIMS assist to perform cost analysis
- Managing the Large Commercial Service mailbox to fulfill requests to connect, disconnect, make rate changes, bill adjustments, outlines of service, update contract limits, provide credits and pull bills form PIVOT system based on process guidelines
- Updating configurations in MDM to match CIMS and upgrading or downgrading meter if necessary
- Processing and adding sales tax exemptions in CIMS
- Perform trend analysis to improve already existing processes
- Training new hires and perform onboarding process.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Maximized revenue potential by identifying and resolving under-billed accounts.
- Increased efficiency within the department by automating routine processes using specialized software tools.
- Simplified complex billing procedures for clients by creating easy-to-understand documentation and training materials.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Optimized workflow processes for increased productivity within the Billing Department, enabling staff members to focus on more strategic tasks.
- Monitored customer accounts to identify and rectify billing issues.
- Verified accuracy of accounts payable payments, resulting in 15% reduction in payment errors and check reissues.
Customer Service Analyst
PECO
03.2014 - 05.2020
- SME (Subject Manner Expert) - Assisting peers with questions regarding processes, issues, and procedures while handling customer calls
- Scheduled appropriate field and high bill appointments via Mr
- Web and CIMS
- Member of Customer Solutions Center team
- Conducted comprehensive billing analysis, within the provisional guidelines of the Pennsylvania Public Utility Commission.
- Achieved high customer retention rates with exceptional communication skills and a deep understanding of client needs.
- Collaborated cross-functionally to develop strategies for continuous improvement in service quality.
- Conducted thorough root cause analyses for recurring issues, implementing preventive measures to minimize future occurrences.
- Assisted in user acceptance testing for new software implementations, ensuring seamless integration into daily operations without negatively impacting customers'' experience.
- Answered constant flow of customer calls with minimal wait times.
- Boosted team productivity through effective coaching, performance monitoring, and regular feedback sessions.
- Enhanced customer satisfaction by 20% swiftly resolving complex issues and providing tailored solutions.
Education
Bachelor of Science - Business Administration
Gwynedd Mercy University
Philadelphia, PA06.2024
Associate of Science - Business Administration
Gwynedd Mercy University
Philadelphia, PA05.2022
Skills
- Excellent written and verbal communication skills
- Customer Engagement
- CIMS, CC&B, Power BI, CX wrapper, ABS Tool,
- Oracle Online Transaction Database and MDM
- Daily usage of Operations Optimizer, Exelon Billing Tracker, Pivot, and RNI
- Microsoft Office Suite
- Attention to Detail
- Data Analysis
- Billing Systems and Software
- Analytical Thinking
- Teamwork Abilities
- CC&B Subject Matter Expert
Timeline
Billing Specialist
PECO
05.2020 - Current
Customer Service Analyst
PECO
03.2014 - 05.2020
Bachelor of Science - Business Administration
Gwynedd Mercy University
Associate of Science - Business Administration
Gwynedd Mercy University