CHASSITY KING-WOMACK
Spring,TX
Summary
Accomplished Billing Specialist and Customer Success Manager with over 20 years of proven expertise in delivering superior customer service and achieving company goals. Renowned for effectively managing projects, streamlining billing processes, and fostering strong client relationships. Demonstrates exceptional leadership, problem-solving abilities, and proficiency in CRM systems to elevate customer satisfaction. Adept at operating efficiently under pressure and excelling in dynamic environments. Possesses robust time management skills and excels in strategic planning and facilitation.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
CIBTvisas
Spring, TX
01.2024 - Current
- Managed end-to-end processing of visa and passport applications, ensuring accuracy and compliance with international travel regulations
- Delivered exceptional customer service by guiding clients through complex documentation requirements and addressing inquiries promptly
- Verified whether customers were required to travel with passports or visas, ensuring compliance with international regulations and avoiding travel disruptions
- Streamlined application handling processes, reducing processing times by 15% and improving operational efficiency
- Coordinated with consulates and embassies to resolve issues, ensuring timely resolution and customer satisfaction
- Maintained detailed records of client interactions and application statuses using CRM tools, enhancing data accuracy and accessibility
Customer Success Manager
Shell Energy
Spring, TX
07.2022 - 08.2024
- Spearheaded process automation efforts, improving billing accuracy and reducing errors by 15%, ensuring timely and precise customer invoicing
- Enhanced customer loyalty by fostering strong client relationships and addressing billing and account-related inquiries with empathy and efficiency
- Provided expert guidance to customers on billing discrepancies, payment methods, and account adjustments, achieving a 20% increase in customer satisfaction scores
- Collaborated with cross-functional teams to resolve complex customer inquiries, ensuring seamless issue resolution and promoting positive experiences
- Designed and implemented training programs for billing staff, enhancing team efficiency and reducing onboarding time by 40%
- Monitored and analyzed billing data to identify trends, proactively addressing discrepancies and achieving a 10% improvement in financial accuracy
- Played a key role in the deployment of a new CRM platform, ensuring seamless integration and training for staff across departments
- Partnered with IT teams to develop custom reporting tools, improving visibility into billing cycles and streamlining decision-making processes
- Led customer success initiatives, including personalized account reviews and proactive outreach campaigns, resulting in a 30% boost in retention rates
- Established metrics to track customer health and satisfaction, enabling timely interventions and fostering stronger client relationships
- Developed strategic solutions to address customer pain points, creating a more seamless and supportive experience for end users
- Developed custom solutions for customers based on their individual business objectives.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Worked closely with marketing team to create content that educates customers about our services.
Billing Specialist
CenterPoint Energy
Spring, TX
01.2021 - 06.2022
- Oversaw a team managing high volumes of inquiries and escalations, maintaining a 100% response rate and exceeding service-level agreements
- Delivered superior customer support by handling payment processing, billing adjustments, and account inquiries, ensuring accuracy and compliance with company policies
- Streamlined service workflows through data analysis and innovative solutions, reducing response times by 20% and enhancing operational efficiency
- Implemented and led customer feedback initiatives to identify service gaps, resulting in a 15% boost in customer satisfaction
- Provided mentorship and training for new hires, fostering a knowledgeable and cohesive team capable of addressing complex customer needs
- Resolved escalated customer issues with professionalism and efficiency, directly contributing to improved retention and loyalty metrics
- Developed and sustained inter-departmental communication frameworks, enhancing collaboration and operational alignment to deliver a seamless customer experience
- Conducted thorough reviews of customer billing cycles, identifying and rectifying errors to improve accuracy and prevent disputes
- Collaborated with billing and finance teams to implement automated processes, reducing manual entry errors by 20%
- Generated detailed financial reports to monitor billing trends and provide actionable insights for leadership, driving strategic improvements
- Supported regulatory compliance by ensuring all billing practices adhered to ERCOT and PUC standards
- Worked directly with customers to set up payment plans and resolve overdue accounts, maintaining positive relationships and minimizing revenue loss
- Tracked changes in legislation that could affect billing procedures.
- Generated periodic reports summarizing account balances and collection activities.
- Resolved discrepancies between customers' remittances and invoices received.
- Implemented new policies related to billing processes when required.
- Provided support to other departments within the organization as needed.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Worked closely with patients to discuss payment arrangements when needed.
- Monitored accounts receivable activity to ensure timely payment of invoices.
- Investigated incorrect billings and processed refunds as necessary.
- Worked with team members to identify and develop process improvements.
Customer Service Lead
Diligent
Spring, TX
01.2018 - 01.2020
- Increased customer retention by 20% through tailored service strategies and proactive follow-ups, ensuring client satisfaction
- Utilized advanced CRM tools to streamline operations and improve tracking of client interactions, enhancing service quality
- Successfully led multiple projects, demonstrating strong leadership and the ability to meet tight deadlines
- Processed payroll for over 50 employees, ensuring accurate calculations, compliance with labor regulations, and timely disbursements
- Managed accounts receivable, overseeing invoicing and payment tracking to maintain financial accuracy and improve cash flow
- Created and implemented financial reports to provide insights into billing cycles and account status, supporting data-driven decision-making
- Recruited, hired, and trained new team members, fostering a cohesive and high-performing team
- Conducted regular performance evaluations and provided actionable feedback to support staff development and goal achievement
- Adapted to evolving business processes while maintaining consistent performance and productivity
Representative Lead/Sales/Coach
NRG
Spring, TX
01.2015 - 01.2017
- Led a team of 15, fostering collaboration and improving team morale, which drove a 12% increase in sales conversions
- Conducted comprehensive process audits and implemented actionable changes, improving overall efficiency by 10%
- Delivered tailored coaching and training sessions, equipping employees with skills to exceed sales targets and KPI expectations
- Leveraged expertise in SAP and CRM systems to optimize account management, ensuring data accuracy and customer satisfaction
Education
Associate of Arts - Human Resources
University of Phoenix
01.2025
Dental Assistant Diploma -
Remington College
Spring, TX01.2010
Skills
- Customer Success Management
- Customer Service
- Customer Retention
- Account Management
- Salesforce
- CRM
- SAP
- ERCOT Regulations
- PUC Regulations
- TDSP
- TDU
- Time Management
- Team Leadership
- Billing
- Invoicing
- Payroll Management
- Compliance
- Accounts Receivable
- Financial Reporting
- Verbal and Written Communication
- Microsoft Excel
- Word
- PowerPoint
- HubSpot
- Zendesk
- Fresh Desk
- Fresh Caller
- Operational Efficiency
- Price quotes
- Customer retention
- Customer relationship management
- De-escalation techniques
- Customer relations
- Telephone etiquette
- Complaint handling
Timeline
Customer Service Specialist
CIBTvisas
01.2024 - Current
Customer Success Manager
Shell Energy
07.2022 - 08.2024
Billing Specialist
CenterPoint Energy
01.2021 - 06.2022
Customer Service Lead
Diligent
01.2018 - 01.2020
Representative Lead/Sales/Coach
NRG
01.2015 - 01.2017
Associate of Arts - Human Resources
University of Phoenix
Dental Assistant Diploma -
Remington College
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