Dawn Briales
Billing Administrator/Customer Service
Bellwood,IL
Summary
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. Seasoned Customer Service Supervisor with unmatched customer service record and successful strategic development. Develops strong working relationships with teams to boost performance and meet objectives.
Overview
27
27
years of professional experience
Work History
Billing Administrator, Billing Specialist
GE CAPITAL SOLUTIONS / XEROX
Rosemont, IL
10.2005 - 12.2019
- Generate invoices, resolve billing discrepancies and unbilled revenue issues
- Billed $1MM+ in revenue
- Customize invoices to meet customer requirements
- Ensure all billing processes and procedures remain audit compliance
- Partner with internal resources to acquire external customer requirements to produce accurate and timely invoices
- Research and reconcile accounts
- Analyze data of recurring invoice errors/disputes and implement process changes to prevent future errors and reduce cycle time
- Received several customer accommodations from field managers for superior customer service.
Customer Service CSR/Group Leader/Supervisor
GE Financial Services
Rosemont, IL
11.1992 - 03.2005
- Managed performance of 15 direct reports and up to 70 CSRs in multi-product inbound customer service call center averaging 12K calls per day
- Implementation of Up/Cross-selling of products at point of customer contact
- Drove change in both process and culture from cost center to profit center
- Hired, trained, and developed staff
- Handled escalated calls
- Product knowledge expert
- Championed “Headset Project” for all 3 call centers
- Negotiated prices resulting in $13,400 worth of credits from damaged and used headsets
- Reduced MOD calls and AHT through enhanced communication and training
- Drove cross-functional cooperation through sharing workloads
- CSRs processed 5,155 pieces of mail within 30 days to assist Billing and Correspondence departments in reducing their workload without decline in customer service levels
- Star Program Coordinator for Schaumburg office. Organized and led quarterly incentive/recognition program increasing morale for Customer Service, and New Business Correspondence departments Team exceeded both client and departmental service goals in AHT, Monitoring, ASA, and Schedule Adherence.
Education
Bachelor of Arts - Sociology/ Emphasis in Criminal Justice
Northern Illinois University
DeKalb, IL12.1980
Associate of Science - Business Administration And Management
Triton College
River Grove, ILSkills
- TECHNICAL SKILLS
- Microsoft Office (Word, Excel, PowerPoint) EA, RUMBA
- Multitasking and Time Management
- Ease with Computers and Technology
- Multi-Line Telephone Systems
- Research and Analytical Skills
Timeline
Billing Administrator, Billing Specialist
GE CAPITAL SOLUTIONS / XEROX
10.2005 - 12.2019
Customer Service CSR/Group Leader/Supervisor
GE Financial Services
11.1992 - 03.2005
Bachelor of Arts - Sociology/ Emphasis in Criminal Justice
Northern Illinois University
Associate of Science - Business Administration And Management
Triton College
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