Dina O'Kelley
Sacramento,CA
Summary
Committed to providing excellent customer service and making operational and procedural improvements to better the organization. Trusted leader that participates in assignments to achieve shared goals. Strong multitasker with excellent time-management, written and verbal communication. Reliable Billing Manager with background in overseeing billing operations within fast-paced environments. Known for effectively managing teams, optimizing billing processes and reducing errors. Strengths include strong leadership skills, problem-solving abilities and commitment to achieving company goals. Previous roles resulted in improved efficiency of billing procedures and significant reduction in client queries regarding invoices.
Overview
17
17
years of professional experience
Work History
Billing Manager
Benefitalign
Sacramento, CA
08.2020 - 01.2025
- Accountable for maintaining managers schedule; booked rooms for various meetings, created agenda for visitors, scheduled and managed meetings, hosted leadership focus groups
- Direct Support to Senior VP of Home Equity and his Team of Project Managers
- Perfected time management and multitasking skills while working in a fast-paced environment.
- Responsible for managing corporate credit cards and processed all purchase transaction receipts in a timely manor
- Ordered and maintained all office supplies
- Supported tram with yearly reviews
- Other functions as required
- Researched complex billing issues using internal resources and external sources as needed.
- Worked with customers to resolve billing disputes in a timely manner.
- Analyzed customer accounts and identified discrepancies in invoices, payments, credits, and deductions.
- Processed customer refunds promptly upon request.
- Collaborated with IT department to troubleshoot and resolve billing system issues promptly.
- Oversaw the preparation of monthly billing reports and analysis to track billing efficiency and accuracy.
- Collaborated with sales team to ensure proper billing of orders.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Team Lead in on-boarding new credit card holders
Capital One
Tigard, OR
01.2011 - 01.2015
- Frontline contact for potential new customers delivering Best-in-Class service
- Team lead of 14-18 associates, instrumental in the training and delivering new material and regulations
- Revamped a recognition program to reward top performing associates across the organization to ensure an entertaining and enjoyable experience
- Gained agent, peer and leadership buy-in to create inspiring visuals to motivate and increase awareness for staff
- Collaborated with peers to ensure a consistent approach to all quality monitoring as to prevent moral decrease
- Created appealing monthly challenges to create a engaged and motivated team
- Helped to create and develop a Leadership Development Program where high performing associates took on manager responsibilities as needed
- Diligently assisted in de-escalating valued customers to create a quality customer experience and maintain a working relationship
Team Lead/ Universal Associate
HSBC
Tigard, OR
01.2010 - 01.2011
- Helped to motivate the team on a daily basis while providing excellent customer service
- Managed daily contests, emails and chats to motivate the team and keep an exciting and fun workplace
- Helped customers with their requests and provided a best in class customer experience; earned awards and recognition for outstanding quality scores
- Performed functions of both a collections and a customer service associate depending on business need
Collections Associate
HSBC
Tigard, OR
01.2008 - 01.2010
- Brought customer accounts current by collecting payments and setting up payment plans when needed
- Earned regular incentive for consistently meeting goals and collecting past due amounts
- Adapted to a call center environment and learned quickly how to handle customer service situations in a non-customer facing role
Education
Bachelor of Science -
Portland State University
Portland06-1994
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Team Development
- Customer Service
- Administrative Tasks
- Statistical Reporting
- Goal Setting
- Interviewing
- Project Management
- Complaint resolution
- Account updating
- Client relations
- Brand representation
- Professional telephone demeanor
- Complaint handling
- Empathy and patience
- Positive and professional
- Microsoft office expertise
- Adaptability and flexibility
- Customer education
- Conflict resolution
- Staff education and training
- Member account management
- Call triaging
- Support case resolution
- Microsoft outlook
- Credit card payment processing
- Product knowledge
- Refunds processing
- Strong teamwork
- Dispute resolution
- Calm demeanor
- Critical thinking
- Grammar
- Collections experience
- Staff training and development
- Payment posting
- Team building
- Training and mentoring
- Payroll liability and deductions
- Billing review
Timeline
Billing Manager
Benefitalign
08.2020 - 01.2025
Team Lead in on-boarding new credit card holders
Capital One
01.2011 - 01.2015
Team Lead/ Universal Associate
HSBC
01.2010 - 01.2011
Collections Associate
HSBC
01.2008 - 01.2010
Bachelor of Science -
Portland State University
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