Open To Work
Donna Evans
Hampstead,MD
Work Preference
Summary
Results-driven billing professional recognized for improving billing processes and driving timely collections. Proven track record in reducing discrepancies and enhancing customer satisfaction through effective dispute resolution and cross-departmental collaboration. Ready to leverage expertise in billing management to deliver strategic solutions and foster team success.
Overview
29
29
years of professional experience
Work History
Lead Billing Specialist
Brinks, Inc.
Hunt Valley, MD
04.2024 - 07.2026
- Assisted with training and onboarding new department employees.
- Led and contributed to special projects to improve billing accuracy and efficiency.
- Reviewed and audited invoices prior to submission to assigned accounts.
- Researched customer invoice disputes and determined need for credit memos.
- Responded to customer inquiries and initiated corrective actions as needed.
- Monitored assigned accounts to ensure timely payment of invoices.
- Initiated collection activities including correspondence, phone calls, and follow-ups on past-due accounts.
- Supported Accounts Receivable with payment research and posting information.
- Collaborated with internal departments to ensure customer satisfaction.
Finance & Accounting Specialist III
Brinks, Inc.
Hunt Valley, MD
05.2019 - 03.2024
- Reviewed and audited invoices prior to submission to assigned accounts.
- Investigated customer billing disputes and processed credit memos when required.
- Responded to customer inquiries and resolved billing issues.
- Monitored assigned accounts to ensure timely payments.
- Initiated collection activities on past-due accounts.
- Assisted Accounts Receivable with payment application and research.
- Provided cross-departmental support to maintain customer satisfaction.
Collections Assistant
Brinks, Inc.
Hunt Valley, MD
08.2010 - 04.2019
- Responded to customer inquiries regarding billing and payment status.
- Monitored assigned accounts for timely invoice payment.
- Initiated collection activities including phone calls, correspondence, and follow-ups.
- Assisted Accounts Receivable with payment information and account research.
- Supported internal departments to ensure effective customer service.
Client Care Supervisor
Kroll
Nashville, TN
02.2005 - 06.2010
- Led and coached Senior Client Care Representatives supporting high-value, large-scale client accounts.
- Ensuring client needs and service requests were proactively identified and resolved accurately and on time.
- Oversaw professional and timely handling of client calls, emails, and voicemails.
- Managed client issues beyond team scope, delivering effective resolutions and maintaining client satisfaction.
- Identified training gaps and provided resources to strengthen team performance and service quality.
- Continuously evaluated departmental procedures to improve efficiency, consistency, and service delivery.
- Utilized and supported Cisco-based Automatic Call Distribution (ACD) call center technology.
- Kroll was a subsidiary of Marsh & McLennan Co.
Public Records Supervisor
Kroll
Nashville, TN
01.2003 - 02.2005
- Managed Records Specialists responsible for interpreting and accurately typing criminal records.
- Served as liaison with vendors and criminal courts to obtain, verify, and clarify public record information.
- Tracked multiple service requests and turnaround times to ensure timely and accurate delivery.
- Identified training needs and resources provided to help support staff development and performance improvement.
- Contributed to Kroll, part of Marsh & McLennan Co.
Client Care Representative
Kroll
Nashville, TN
01.1998 - 01.2003
- Responded professionally and promptly to calls, emails, and voicemails from internal and external customers.
- Resolved customer issues efficiently while maintaining service quality and compliance standards.
- Followed up on customer inquiries to confirm resolution and enhance customer satisfaction.
- Accurately documented customer requests and actions taken for tracking and follow-up purposes.
- Conducted training for new clients and onboarded contacts to facilitate smoother integration for existing client accounts.
- Interpreted credit, criminal, motor vehicle, Social Security, and other background reports to provide accurate information for client reviews.
- Kroll was a subsidiary of Marsh & McLennan Co.
Education
Associate of Arts - Criminal Justice
University of Phoenix - Axia College
Pasadena, CA01-2010
High School Diploma -
North Carroll High School
Hampstead, MD06-1992
Skills
- Billing expertise
- Billing management
- Billing compliance oversight
- Invoice reconciliation
- Collections oversight
- Dispute resolution
- Financial analysis
- B2B and CRM platforms
- Oracle ERP systems
- Microsoft Office proficiency
- Problem analysis
- Strategic decisions
- Time management
- Department collaboration
- Communication skills
Certificates And Certifications
- Private Detective Certification Maryland, 01/01/06 - 01/01/11
- Managing and Motivating People Certificate, 12/03/08
- Fundamentals of Supervision and Management Certificate, 05/28/06
- Coaching & Counseling Employees - Professional Development Certificate, 06/07/03
Timeline
Lead Billing Specialist
Brinks, Inc.
04.2024 - 07.2026
Finance & Accounting Specialist III
Brinks, Inc.
05.2019 - 03.2024
Collections Assistant
Brinks, Inc.
08.2010 - 04.2019
Client Care Supervisor
Kroll
02.2005 - 06.2010
Public Records Supervisor
Kroll
01.2003 - 02.2005
Client Care Representative
Kroll
01.1998 - 01.2003
Associate of Arts - Criminal Justice
University of Phoenix - Axia College
High School Diploma -
North Carroll High School