Job Search Status
Open to workDesired start date: Immediately
Open To Work
Donna Hillman
Lehigh Acres,FL
Work Preference
Summary
Detail-oriented billing specialist with expertise in customer service, billing systems, and collections. Proven track record of resolving discrepancies and enhancing customer satisfaction.
Dedicated professional with a strong background in billing and customer engagement. Known for exceptional problem-solving abilities and time management skills, contributing to streamlined billing processes and improved client communication.
Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven.
Overview
13
13
years of professional experience
Work History
Billing Specialist
Whitestone Fleet Services
Fort Myers, FL
12.2025 - 06.2026
- Processed and verified customer billing statements for accuracy and compliance.
- Assisted in resolving billing discrepancies through effective communication with clients and internal teams.
- Maintained organized billing records using industry-standard software systems.
- Collaborated with team members to streamline billing processes, enhancing efficiency.
- Assisted customers with inquiries regarding billing statements and payment options.
- Developed positive relationships with clients, facilitating open communication regarding payment plans and overdue balances.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Processed payments and applied to customer balances.
- Managed collections activities, following up on overdue accounts through phone and email communications.
- Provided support in preparing monthly reports detailing collections status and aging accounts receivable.
- Maintained strict confidentiality of sensitive information while adhering to company policies regarding privacy protection.
Call Center Representative
Cox Automotive
Indianapolis, IN
07.2013 - 12.2025
- Managed high-volume inbound calls to address customer inquiries and resolve issues.
- Utilized CRM systems to track interactions and ensure accurate data entry.
- Trained new team members on procedures and best practices for effective communication.
- Developed scripts and guidelines to enhance customer service quality and consistency.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Education
High School Diploma -
George Washington High School
Indianapolis, IN05-1987
Skills
- Billing systems and software
- Invoice processing
- Customer service
- Payment posting
- Invoice generation
- Collections
- Customer relations
- Job billing
- Customer contact
- Statement preparation
- A/P and A/R expertise
- Payment collection
- Microsoft office
- Billing and invoicing
- Ttime management
- Statement processing
- Problem-solving
- Multitasking and organization
- Verbal and written communication
- Collection practices
- Customer engagement
- Contract preparation
Timeline
Billing Specialist
Whitestone Fleet Services
12.2025 - 06.2026
Call Center Representative
Cox Automotive
07.2013 - 12.2025
High School Diploma -
George Washington High School