ERICA MANCHENO
Summary
Over Six years of experience as a Billing Professional with a strong background in customer service of over 15 years. Productive and diligent with a passion for resolving discrepancies through attention to detail and problem solving. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Senior Billing Account Representative II
Metropolitan Life Insurance
11.2022 - Current
- Collaborated with cross-functional teams to create and present training material to support structured lessons and optimize billing process.
- Update and or create work instructions for new and existing processes and procedures.
- Trained and mentored various new associates to fulfill various roles within MIB List billing market such as new Billing Representative, FC roles, and cross departmental training for CSCs.
- Managed new hires during onboarding process and continued support by leading group working sessions additionally assist management with screening and interview process.
- Aid team members in handling complex case escalations by delivering resolutions and guidance through investigative research and analytical reasoning.
- Coach team members facing challenges to boost their productivity.
Senior Voluntary Benefits Billing Account Representative
Metropolitan Life Insurance
04.2022 - 11.2022
- Developed strong relationships with key clients, ensuring their billing needs were met in timely and efficient manner.
- Collaborated with customers and internal partners to resolve discrepancies.
- Gained extensive knowledge in data entry, analysis and reporting within multiple systems.
- Reviewed and worked daily reports to ensure compliance with billing terms and procedures.
- Supported other billing account representatives in problem resolution and acted as SME for processing inquiries by leading weekly office hour sessions.
- Assisted in training new hires additionally, volunteering to act as learning partner for new associates.
Billing Account Representative I
Metropolitan Life Insurance
10.2017 - 03.2022
- Monitor billing, transmission and payment processes for 60+ assigned group customers.
- Reconciled group billing accounts to ensure all suspense has been cleared and all due and unpaid has been collected.
- Build and maintain strong relationships with group customers and internal partners to enhance en exceptional customer experience.
- Analyze all issues and inquiries from customers, sales executives, brokers and other units within MetLife and resolve, respond promptly.
- Assisted in maintaining and documenting MetLife Way RCPS topics for team.
- Reviewed and worked daily reports to adhere to department SLA to stay within compliance.
- Processed customer refunds and adjustments according to company policies.
Welcome Center/ Real Estate Services Specialist I & II
Cartus Corporation
01.2016 - 10.2017
- Introduce, promote and sell customers on Cartus revenue-generating products and services, including departure and destination broker referrals as well as mortgage services.
- Assist in cross departmental projects and special tasks as needed.
- Schedule policy counseling appointments with Client Service Consultants.
- Follow up with customers and brokers on real estate needs and encourage use of network brokers.
- Conduct preliminary real estate needs assessment with relocating employees to place broker referrals as needed.
- Provide service to specialty programs and VIP customers.
Event Planner/Sales
Villa Borghese Caterers
10.2010 - 11.2015
- Responded to inquiries and continual follow up to prospective clients.
- Obtained referrals by maintaining customer relationships with previous and existing clients.
- Assisted, as well as, lead in coordinating and preparing for various bridal and business events.
- Provided tours and offered suggestions in effort to sell banquet for any occasion.
- Calculated client budgets, created banquet contracts, invoices and arranged prompt payment for all events.
- Develop banquet event orders to include updates and changes as required by clients.
- Assisted clients plan special events including menus, entertainment and all other aspects.
Education
Bachelor Degree of Business Administration - Fashion Marketing and Management
Berkeley College
White Plains, NY09.2007
Skills
- Presentation Skills
- Analytical reasoning
- Microsoft Office
- Salesforce knowledge
- Teamwork and Collaboration
- Organization and Time Management
- Written Communication
- Interpersonal Communication
- Supervision and leadership
Timeline
Senior Billing Account Representative II
Metropolitan Life Insurance
11.2022 - Current
Senior Voluntary Benefits Billing Account Representative
Metropolitan Life Insurance
04.2022 - 11.2022
Billing Account Representative I
Metropolitan Life Insurance
10.2017 - 03.2022
Welcome Center/ Real Estate Services Specialist I & II
Cartus Corporation
01.2016 - 10.2017
Event Planner/Sales
Villa Borghese Caterers
10.2010 - 11.2015
Bachelor Degree of Business Administration - Fashion Marketing and Management
Berkeley College
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