Dawn Havens
Murrieta,CA
Summary
Experienced Call Flow Specialist and Billing Expert with a successful history of enhancing call-to-cash processes, overseeing high-performing teams, and handling multimillion-dollar accounts. Skilled in KPI analysis, process enhancement, training program creation, and utilizing various third-party systems to streamline operations and boost financial outcomes.
Overview
14
14
years of professional experience
Work History
Call Flow Specialist I Lead
The Arcticom Group
02.2024 - Current
- Enhance efficiency across the full call-to-cash cycle, from “complete” through “closed.”
- Provide leadership, direction, and hands-on mentoring to Call Flow Specialist staff and new functional counterparts.
- Monitor team performance against company KPIs and dashboards; articulate financial impact and implement improvements.
- Facilitate individual and group problem-solving sessions to drive continuous process enhancements.
- Develop, refine, and deliver training materials, user guides, and SOPs to accelerate team proficiency.
- Collaborate with cross-functional teams to meet internal and external KPI targets.
- Scrub calls for billing accuracy; create and submit AFQs.
- Process credits, perform voids and refills, and manage TPS invoice rejections and approvals.
- Utilize Payee Central, Ariba, PMWA, Maximo, Workday, and Open Wrench for invoice submission and billing workflows.
- Communicate discrepancies between Customer SOPs and actual billables to Account Managers, ensuring adherence to profit-margin targets.
- Submit invoices via TPS, mail, and other channels.
Billing Specialist
The Arcticom Group
12.2020 - 02.2024
- Scrubbed calls for billing, backed up related files, and closed them in TPS.
- Submitted invoices through Service Channel, Corrigo, ViryaNet, fmPILOT, Nuvolo, and other systems.
- Proficient in Microsoft Dynamics GP through VM Ware Horizon platform.
- Handled invoice rejections and approvals; partnered with field teams to secure missing documentation.
- Generated after-fact quotes (AFQ) and collaborated with Service Managers and Account Managers for invoice review.
- Analyzed billing trends, identified discrepancies, and recommended process optimizations.
- Managed billing for major accounts valued at over $10 million each, with a combined portfolio exceeding $100 million.
Payroll Assistant
PMC Southwest / The Arcticom Group
09.2020 - 12.2020
- Processed payroll data entry and reconciled payroll for company staff.
- Managed third-party payroll systems, resolved discrepancies, and ensured timely payment runs.
- Prepared payroll reports and distributed payroll information to employees and leadership.
- Maintained accurate payroll records in compliance with corporate policies and federal regulations.
Substitute Teacher
Murrieta Valley Unified School District
08.2011 - 09.2020
- Taught and supervised students in kindergarten through twelfth grade across diverse classroom settings.
- Collaborated with lead teachers to implement lesson plans, maintain classroom management, and ensure student engagement.
- Oversaw up to 1,200 elementary students during playground and extracurricular activities, maintaining safety and order.
Education
Bachelor of Science - Business Administration, Concentration in Marketing, Minor in Mass Communication
Arizona State University
Skills
- Analytical strategist
- Effective prioritization skills
- Forward-thinking
- Client relationship management
- Empowering coach
- Integrity in communication
- Flexible in dynamic environments
- Process optimization for call-to-cash
- Collaborative project engagement
Accomplishments
True Act of Greatness Award - December 2023
Fire Storm Member -2024
White Glove Specialist - January 2025
Timeline
Call Flow Specialist I Lead
The Arcticom Group
02.2024 - Current
Billing Specialist
The Arcticom Group
12.2020 - 02.2024
Payroll Assistant
PMC Southwest / The Arcticom Group
09.2020 - 12.2020
Substitute Teacher
Murrieta Valley Unified School District
08.2011 - 09.2020
Bachelor of Science - Business Administration, Concentration in Marketing, Minor in Mass Communication
Arizona State University
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