Danielle Smith
Joshua,USA
Summary
Detail-oriented customer service professional with a strong focus on billing accuracy and invoice dispute resolution. Successfully resolved complex order discrepancies, enhancing customer satisfaction through effective communication. Aiming to leverage analytical and problem-solving skills in an Accounts Receivable role.
Overview
18
18
years of professional experience
Work History
Associate II, Customer Service
Alcon
08.2025 - Current
- Completed Surgical Customer Service Training Phases I-IV, developing advanced expertise in order management, billing accuracy, and customer support operations.
- Act as the primary point of contact for Guam, resolving complex order processing issues, shipping discrepancies, and customer concerns.
- Serve as the Digital Subject Matter Expert (SME) for Esker and Disputes, providing guidance and support to associates and business partners.
- Managed back-office operations, streamlining order processing, customer inquiries, claims creation, returns, complaint resolution, and data management.
- Partner with Customer Operations, Finance, and Commercial teams to improve workflows and enhance customer experiences.
- Facilitated Esker training for Sales Rep Care Line and AGS (India) teams, providing one-on-one coaching that enhanced employee onboarding and development.
- Researched and resolved order and invoice discrepancies through effective communication with customers via phone and email, ensuring accurate billing and order fulfillment.
- Process credits, rebills, and account adjustments to resolve transaction discrepancies and maintain billing accuracy.
- Earned four perfect Quality Assurance evaluations for outstanding customer service and communication.
- Maintain Salesforce Knowledge Articles as a Quad Squad member, ensuring accurate and compliant documentation.
- Perform account research, order corrections, unbilled implant corrections, backorder management, and incomplete order resolution.
- Demonstrate strong attention to detail, account reconciliation, and problem-solving skills applicable to Accounts Receivable functions.
Associate I, Customer Service
Alcon
02.2024 - 08.2025
- Maintained SCC queues across North America, ensuring timely processing and resolution of customer requests to enhance service delivery.
- Communicated professionally with customers by phone and email to resolve order and billing issues.
- Supported customer satisfaction through timely issue resolution and accurate account maintenance.
- Resolved invoice discrepancies through corrective transactions and thorough account research, improving billing accuracy.
- Processed high-volume electronic purchase orders with exceptional accuracy and attention to detail.
- Trained and mentored associates on Esker workflows, enhancing onboarding support for AGS team in India.
- Completed Surgical Customer Service Training Phases I-III with a focus on order management, invoicing, and customer support.
Customer Care Associate
Alcon
04.2023 - 02.2024
- Processed high-volume electronic customer orders, ensuring accuracy and exceptional service.
- Resolved order discrepancies through effective communication and thorough account investigation.
- Investigated and resolved shipping and delivery issues by coordinating with internal teams and carriers.
- Provided shipping updates, tracking information, and delivery support.
- Conducted account history and order research using SAP and Salesforce.
- Maintained accurate customer records and documentation within company systems.
Accounting Associate, Customer Service Manager & Digital Fulfillment Associate
Walmart Inc.
03.2008 - 04.2023
- Progressed through multiple roles with increasing responsibility in accounting, customer service leadership, and operations management.
- Managed daily financial activities, ensuring accuracy in cash reconciliation, transaction research, register audits, check processing, bookkeeping, and financial record maintenance.
- Investigated and resolved transactional discrepancies while ensuring accuracy and compliance with company procedures.
- Supervised front-end operations, coordinated employee scheduling and training, and resolved customer escalations to uphold service standards.
- Supported cash management activities, change orders, register balancing, and end-of-day financial reporting.
- Performed high-volume data entry and maintained accurate financial and operational records.
- Managed online order fulfillment, inventory control, and shipping processes while meeting productivity and accuracy goals.
- Demonstrated strong customer service, problem-solving skills, and attention to detail in daily operations.
Skills
- Invoice Dispute Resolution
- Accounts Receivable Support
- Account Reconciliation
- Billing Research
- Order Processing
- Transaction Management
- Data Entry & Data Management
- SAP
- Salesforce
- Esker
- Issue resolution
- Customer Service Excellence
- Collaboration skills
- Onboarding Support
- Time Management
- Organization
- Onboarding Support
Timeline
Associate II, Customer Service
Alcon
08.2025 - Current
Associate I, Customer Service
Alcon
02.2024 - 08.2025
Customer Care Associate
Alcon
04.2023 - 02.2024
Accounting Associate, Customer Service Manager & Digital Fulfillment Associate
Walmart Inc.
03.2008 - 04.2023