Darlene Pierce
North Kingstown,RI
Summary
Energetic and optimistic customer service representative with over 30 years of professional experience assisting customers in solving complex issues.
Overview
32
32
years of professional experience
Work History
Vendor Invoice Specialist
NWN/Carousel Industries
01.2021 - Current
- Process vendor invoices against purchase order
- Reach out to vendor if discrepancy with purchase order vs invoice
- Create detailed customer invoices from Service Orders, Technology Contracts, and Projects
- Assess client quotes and purchase orders to then invoice based on pre-payment, milestone, or quarterly invoices
- Review contracts and create detailed invoices according to the terms and conditions
- Knowledge relating to State Tax Rates, Tax Exemptions, Direct Pay Permits etc.
- Prepared and mailed invoices to customers, processed payments, and documented account updates
- Prepared monthly and deliverable-based invoicing
- Conferred with clients to explore solutions to identified billing errors and enacted prompt resolutions
- Reviewed and reconciled customer accounts to manage accuracy of payments
Billing Specialist
NWN/Carousel Industries
01.2018 - 01.2021
- Create detailed customer invoices from Service Orders, Technology Contracts, and Projects
- Assess client quotes and purchase orders to then invoice based on pre-payment, milestone, or quarterly invoices
- Review contracts and create detailed invoices according to the terms and conditions
- Pull reports and construct detailed spreadsheets in order to process project reconciliations
- Knowledge relating to State Tax Rates, Tax Exemptions, Direct Pay Permits etc
- Apply Return Merchandise Authorization credits and vendor reimbursements
- Log and apply ACH & check payments to balance invoices.
Senior Relationship Specialist
Bank of America
01.2015 - 01.2018
- Full knowledge of systems used by Preferred Sales
- Identify ways to improve client’s financial lives by servicing their needs and growing their relationship with the bank
- Achieve business sales goals each quarter.
Blended Relationship Specialist
Bank of America
01.2014 - 01.2015
- Adhered to all applicable banking and investment laws, regulations, company policies and procedures
- Balanced between inbound and outbound service calls and identified ways to optimize sales opportunities
- Multi tasked between many different systems while still providing excellent customer service.
Financial Account Service Supervisor Collections
Cox Communications
01.2013 - 01.2014
- Manage Credit and Collections Residential and Commercial Accounts Receivable teams to ensure optimum productivity and profitability while providing oversight to the Residential Account Services teams
- Create a high performing team through the implementation of targeted training to grow and develop our people, incentive programs, and continuous feedback
- Forecast team capacity and develop staffing models to optimize team efficiency.
Account Service Supervisor
Cox Communications
01.2010 - 01.2013
- Managed 18 inbound agents engaged in all facets of customer inquiries involving Cox products, services, billing, and payments
- Increased customer satisfaction from 21 points to 49 points in the Net Promoter System in 2013
- Recognized for being number one in the enterprise in customer service (NPS) Net Promoter Score month over month
- Mentor the team to exceed revenue goals through coaching, monitoring, and feedback presented on a daily and monthly basis with each representative with Service to Sales.
Account Service Lead
Cox Communications
01.2006 - 01.2010
- Produced daily metrics via Discoverer and ICOMS to identify areas for process improvement and drive business process re-engineering
- Partnered with Supervisors to evaluate individual performance and, when necessary, develop corrective action plans
- Resolves department issues by evaluating work of team members, determining proper action needed for customer satisfaction, and making decisions with significant financial impact.
Quality Solutions Specialist
Cox Communications
01.1998 - 01.2006
- Responded to internal and external inquiries related to all products and services
- Managed customer escalations on a daily basis, providing first call resolution
- Motivated call center, utilize experience and skill, and assist in development of call center incentives
- Monitored quality scores and reviewed customer care work orders to drive best in class customer service.
Universal Agent
Metropolitan Insurance
01.1992 - 01.1998
- Directly sold property and casualty products and services to customers to meet and exceed individual and department goals
- Utilized effective listening skills, consulted with customer to uncover their product need to maximize company revenue and retain customers.
Education
High School Diploma -
North Kingstown Senior High School
North Kingstown, RI06.1987
Skills
- Month-End Closing Procedures
- Research
- Office Supplies and Inventory
- Creating Treatment Plans
Timeline
Vendor Invoice Specialist
NWN/Carousel Industries
01.2021 - Current
Billing Specialist
NWN/Carousel Industries
01.2018 - 01.2021
Senior Relationship Specialist
Bank of America
01.2015 - 01.2018
Blended Relationship Specialist
Bank of America
01.2014 - 01.2015
Financial Account Service Supervisor Collections
Cox Communications
01.2013 - 01.2014
Account Service Supervisor
Cox Communications
01.2010 - 01.2013
Account Service Lead
Cox Communications
01.2006 - 01.2010
Quality Solutions Specialist
Cox Communications
01.1998 - 01.2006
Universal Agent
Metropolitan Insurance
01.1992 - 01.1998
High School Diploma -
North Kingstown Senior High School
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