Hi, I’m
Aviana Taylor
Bolingbrook,IL
Summary
Diligent Customer Service Specialist accustomed to working independently. Collaboratively with a direct response to customer care and support essentials. Communicates well with others and maintains accurate records. Decisive problem solver with an enthusiastic attitude and desire to please customers. Service-focused Customer Service Specialist dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with extraordinary problem-solving abilities and attention to detail. Multitask and manages time well to meet performance targets consistently. I offer a skilled team player with a solid background in Customer Service environments. Works independently to handle assignments. Always ready to go beyond primary tasks. Quick learner with good computer abilities. Well-organized and knowledgeable Customer Service Specialist stays calm under pressure and quickly resolves customer complaints. I offer a call control environment, order management, and team collaboration skills. Effortlessly engage customers with good communication skills to boost satisfaction and build customer confidence and Identifying and resolving common customer issues. Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven. Successful at efficiently handling client inquiries, billing and administrative tasks. Familiar with contracts and other documents affecting billing processes. Prepares professional, polished statements and business correspondence. Efficient billing professional with 7 years of experience. Productive and diligent with passion for resolving discrepancies through attention to detail and creative problem-solving. Passionate about perpetuating company values through impeccable work ethic and drive.
Overview
13
years of professional experience
Work History
City of Naperville
Billing Specialist II
01.2022 - Current
Job overview
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
- Monitored customer accounts to identify and rectify billing issues.
- Provided excellent customer service, developing and maintaining client relationships.
- Worked with multiple departments to check proper billing information.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Processed and verified invoices to secure accuracy of billing information.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Developed and maintained billing procedures to make timely payments.
- Reviewed and reconciled customer accounts to manage accuracy of payments.
- Prepared and submitted monthly billing reports to management for financial overview.
- Identified payment trends and adjusted billing processes accordingly to retain customers.
- Generated monthly invoices for customers in multiple formats to provide transparency.
- Used data entry skills to accurately document and input statements.
- Encoded and canceled checks using bank machines.
- Disbursed petty cash by recording entries and verifying documentation.
- Reconciled accounts receivable to general ledger.
- Created improved filing system to maintain secure client data.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Generated accounts payable reports for management review to aid in financial and business decision making.
- Generated monthly billing and posting reports for management review.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Maintained accurate records of customer payments.
- Collaborated with customers to resolve disputes.
- Monitored outstanding invoices and performed collections duties.
- Utilized various software programs to process customer payments.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Handled account payments and provided information regarding outstanding balances.
- Audited and corrected billing and posting documents for accuracy.
- Processed vendor and supplier payments on weekly basis.
Dashmart
Customer Service Specialist I
02.2020 - 01.2022
Job overview
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Connected with prospective, new, and established customers to assess and determine individual needs
- Studied company products and services to maintain relevant knowledge and deliver top-notch service
- Handled external inquiries during peak periods to reduce wait times and maximize customer satisfaction
- Assessed Customer Relationship Management (CRM) reports identifying strengths and weaknesses, using findings to develop strategic action plans
- Enforced strict cleaning and sanitation standards to meet health care standards
- Engaged and developed food service team members to bring staff up to their fullest potential
- Rotated products using FIFO principles and maintained safe storage practices to avoid spoilage
- Tested food to verify conformance to quality and recipe standards
- Enforced compliance with OSHA, health department, and PPE requirements
- Managed daily deposits, payroll administration, and resource allocation.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Maintained and managed customer files and databases.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Insight Global
Data Entry/PUA specialist
11.2020 - 08.2021
Job overview
- Created spreadsheets with at least 200 claims per day
- Answering questions related to unemployment claims
- Used web-based and proprietary knowledge bases to locate account and transaction information for customers and colleagues
- Shared relevant tools with customers as necessary to reduce support call frequency
- Studied customer interactions and collected feedback to identify potential service improvements
- Used business development frameworks and strategic growth strategies to develop short- and long- term customer service plans
- Responded to pre-sales inquiries, returns, and standard order processing support
- Upheld strict security standards to protect sensitive customer information
- Directed phone calls to shorten service time and steer conversations toward targeted solutions
- Provided targeted customer support via live chat, email, and telephone
- Handled external inquiries during peak periods to reduce wait times and maximize customer satisfaction
- Answered inbound calls to greet and assist customers with various needs and questions
- Resolved customer inquiries, complaints, and issues providing insightful solutions
- Provided solutions, recommendations, and replacements with empathy and positive feedback
- Communicated with clients over the phone, email, and chat platforms
- Advised customers on the status of merchandise ordered and arranged for pickup and delivery
- Handled escalated callers to reach positive outcomes
- Navigated multiple systems to identify the source of the issue
- Generated reports, correspondence, and documentation for internal and customer use
- Completed paperwork and entered important data in company CRM
- Returned customer calls and responded to inquiries and complaints
- Resolved product and service issues promptly
- Shared insights with management regarding member inquiries, concerns, and complaints
- Placed outbound calls to existing members, offering further consultation on products and services
- Opened and closed accounts and processed applications
- Addressed customer concerns and complaints and resolve issues promptly
- Met productivity and quality KPI targets while delivering excellent customer experiences
- Documented detailed notes in the CRM system to track customer interactions
- Routed inquiries or escalated calls outside the area of expertise to the appropriate department or employee
- De-escalated customer complaints using specialized communication techniques.
- Developed and maintained databases to store customer information.
- Developed data entry policies and procedures in compliance with company standards.
- Sorted documents and maintained organized filing process.
- Collated and organized data entry documents into filing systems for easy access.
- Followed established procedures to enter and process data correctly.
Walgreens
Customer Service Representative
03.2017 - 04.2020
Job overview
- Process POS (point of sale) purchases
- Remain knowledgeable on products offered and discuss available options
- Offer advice to customers with regards to services or specific products available
- Monitor the sales floor to make sure that sales shelves and displays are organized, and products are easy to find
- Keep the store tidy and clean by hovering and mopping it daily
- Greeted customers
- Resolved customer issues
- Collected and documented orders
- Responded to inquiries and issues
- Operated the cash register
Speedway LLC
Customer Service Lead Representative
05.2017 - 02.2019
Job overview
- Ensure employees comply with health and food safety standards and regulations
- Oversee food preparation, portion sizes, and the overall presentation of food
- Manage the inventory and order food and beverages, equipment, and supplies
- Assist in hiring and training personnel to perform duties at the gas station, particularly gas station attendants and custodial staff members
- Assessed Customer Relationship Management (CRM) reports identifying strengths and weaknesses, using findings to develop strategic action plans
- Coordinated and oversaw new team member training sessions
- Managed billing and customer service team processes
- Worked with financial and HR teams to resolve billing issues
- Built and maintained positive relationships with team members and supervisors
- Devised labor and recruitment plans for high-volume periods
- Generated, updated, and implemented company policies and regulations
- Maintained profit and loss goals with skilled management of food, labor, and overhead costs
- Directed kitchen team in smooth food preparation according to recipe and quality guidelines
- Planned and led daily team briefings on current menus, special events, and other factors impacting food service delivery.
Amazon Fulfillment Center
Order Selector
09.2015 - 06.2017
Job overview
- Locating and selecting the specific warehouse items to fulfill the customer's order
- Operating forklifts and other warehouse machinery to stack items and prepare orders for shipping
- Keeping the warehouse clean and organized at all times
- Placing the prepared orders in the correct dock locations for loading onto shipping trucks.
Dial America
Customer service representative
08.2010 - 09.2015
Job overview
- Receiving or making a high volume of calls from or XM radio customers
- Responding efficiently to customers and creating a positive experience
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Document all call information according to standard operating procedures
- Assisted customers with a warm and professional attitude
- Processed customer transactions
- Assisted customers with questions
- Kept records of customer complaints
- Handled emails, inbound calls, and outbound calls
- Managed customer accounts
- Wrote call center scripts
- Performed data entry for shipments, orders and customer information
- Booked appointments
- Handled billing issues and order inquiries
- Assisted with technical support duties
- Interacted with customers through live chat
Education
City Baptist SchoolHammond,IN
High School Diploma from High School
05.2010
Skills
- Csr
- Customer service
- Customer support
- Call Center
- Warehouse Experience
- Packaging
- POS
- Order Picking
- Delivery Driver Experience
- Food Safety
- Food Preparation
- Shipping & Receiving
- English
- Sales
- Microsoft Excel
- Microsoft Word
- Merchandising
- Materials Handling
- Food Production
- Driving
- 10-Key Data Entry
- Google Drive
- Billing Best Practices
- Correct Errors
- Medical Transport Billing
- Research
- Claim Processing
- Stop Payments
- Adding, Calculating and Billing Machines
- Invoice Documentation Management
- Process Monitoring
- Organizational Management
- Access Software
- Petty Cash Disbursement
- Process Payments
- Protested Check Handling
- Market Value Estimation
- Medical Billing and Collections
- Office Supplies and Inventory
- Signature Verification
- Scientific Calculators
- Equipment Monitoring and Troubleshooting
- Maintain Records
- QuickBooks Expertise
- Accounts Receivable Expertise
- Charge Slips
- Fixed Asset
- Client Rapport-Building
- Collection Practices
- Billing Document Creation
- Data Imports
- Correspondence Writing
- Manual Processing
- Invoicing Proficiency
- Monthly Reconciliations
- Microsoft Office
- Verify Data
- System Updates
- Billing Dispute Resolution
- Accounting and Financial Management
- Bank Machine Operation
- Collections
- Customer Contact
- Customer Engagement
- Meeting Support
- Insurance Confirmation
- Validation of Discrepancies
Additional Information
- Willing to relocate to: Bolingbrook, , IL - - , Authorized to work in the US for any employer
Timeline
Billing Specialist II
City of Naperville
01.2022 - Current
Data Entry/PUA specialist
Insight Global
11.2020 - 08.2021
Customer Service Specialist I
Dashmart
02.2020 - 01.2022
Customer Service Lead Representative
Speedway LLC
05.2017 - 02.2019
Customer Service Representative
Walgreens
03.2017 - 04.2020
Order Selector
Amazon Fulfillment Center
09.2015 - 06.2017
Customer service representative
Dial America
08.2010 - 09.2015
City Baptist School
High School Diploma from High School