Summary
Overview
Work History
Education
Skills
Timeline
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Cornelius Campbell

Stone Mountain,GA

Summary

Meticulous, analytical and dedicated Customer Billing Supervisor, credited with 20+ years of expertise leading account resolution, internal and external customer engagement. Develops, implements, and improves Standard Operating Procedures (SOP) for properly maintaining customer’s account. Provides collaborative communication with all members and levels of the organization.

Overview

18
18
years of professional experience

Work History

Supervisor II

Ricoh USA
01.2022 - Current
  • Oversaw daily operations of the department of 10 team members, ensuring smooth workflow and timely completion of tasks.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.

Customer Advocate

Ricoh
01.2020 - 01.2022
  • Responsible for developing a strong working relationship with internal and external customers to research and resolve customer discrepancies
  • Direct point of contact for sales to assist with escalated customer disputes
  • Review and rectify meter, service contract, and invoice discrepancies in timely manner in accordance with established company metrics
  • Clearly communicate root causes to leadership team and advise steps needed in order to ensure proper corrective action to resolve dispute
  • Create and/or update outdated account guidelines
  • Provides account oversight and guidance to account administrator to ensure that newly created, updated, or current guidelines are followed to prevent future billing discrepancies.

Billing-Team Lead

Ricoh
01.2018 - 01.2020
  • Assist the manager in coordinating day-to-day operations in accordance with billings guidelines and metrics
  • Responsible for relaying and ensuring that the company’s policies and procedures are followed
  • Establish accurate and timely contract billing revenue for Ricoh
  • Assist team members with reviewing complex problems and developing steps to resolve the dispute
  • Ensure that excellent customer service is delivered to all customers at all times
  • Communicates expectations regarding quality, productivity, and meeting requested deadlines


Billing-Senior Specialist

Ricoh
01.2006 - 01.2018
  • Assist with the training and coaching of teammates in reference to resolving customer disputes and escalated customer issues
  • Process and create manual invoice corrections and transactions for the Healthcare Billing and Order Management teams as needed
  • Serve as Subject Matter Expert for billing related questions within the Healthcare billing team
  • Work with area sales representatives and service managers to ensure a strong working relationship between RICOH’s Internal as well as external customers
  • Reviewed the workflow queue and assigned internal and external disputes evenly between the billing associates in order to ensure a balanced workload
  • Participate in bi-weekly PRS calls to provide status updates on open SR’s for customers on the reports sent from Macon AR team.

Education

Certified Mortgage Specialist -

Capstone Institute of Mortgage Finance
Marietta, GA
01.2003

Academic Diploma -

McNair Sr. Highschool
Atlanta, GA
01.1994

Skills

  • Account Reconciliation
  • Quality Assurance
  • Dispute Resolution
  • Communication Excellence
  • Training and mentoring
  • MS Office Suite
  • Oracle 11i/R12
  • Portal Entry

Timeline

Supervisor II

Ricoh USA
01.2022 - Current

Customer Advocate

Ricoh
01.2020 - 01.2022

Billing-Team Lead

Ricoh
01.2018 - 01.2020

Billing-Senior Specialist

Ricoh
01.2006 - 01.2018

Certified Mortgage Specialist -

Capstone Institute of Mortgage Finance

Academic Diploma -

McNair Sr. Highschool

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Cornelius Campbell