Deborah Martin
Payment And Revenue Specialist
Charlotte,NC
Summary
Payment and Revenue Specialist with proven experience in payment posting, account reconciliation, and billing discrepancy resolution across utility, logistics, and collections environments. Adept at handling high-volume transactions with precision while maintaining compliance and confidentiality. Known for strong customer and vendor communication, problem-solving, and process improvement skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Collections Customer Service Representative
Rhode Island Energy | IQor, Charlotte, NC
Charlotte, NC
09.2024 - Current
- Answer an average of 60+ inbound and outbound customer calls daily, assisting with billing inquiries, account issues, and payment processing.
- Consistently maintain quality assurance scores of 92% or higher, exceeding performance benchmarks for accuracy and compliance.
- Process secure payments and set up structured payment plans, helping customers resolve past-due balances and avoid service interruptions.
- Research and resolve billing discrepancies, ensuring accurate account records and improving payment posting efficiency.
- Document customer interactions across multiple systems, ensuring complete and compliant account histories.
- Collaborate with internal teams to resolve escalated disputes and support revenue cycle workflows.
Logistics Coordinator
Carolina Cross Dock 3PL
Charlotte, NC
09.2022 - 09.2023
- Reviewed and processed daily Bills of Lading (BOLs) for inbound freight, importing data into company systems with a high degree of accuracy.
- Performed extensive manual data entry, maintaining shipment records, verifying documentation, and preventing discrepancies in daily transactions.
- Oversaw transition of freight from inbound staging to outbound loading, ensuring correct routing by city/state and compliance with delivery schedules.
- Printed and distributed outbound BOLs for drivers, ensuring all shipments had proper documentation before departure.
- Communicated regularly with vendors and customers to resolve order discrepancies, confirm delivery details, and support positive business relationships.
- Collaborated with warehouse teams and drivers to streamline workflows, improving efficiency, accuracy, and timeliness of daily operations.
- Coordinated with warehouse staff to stage freight for 5–10 outbound trucks daily, improving delivery accuracy by 15%.
Customer/Revenue Service Specialist, Dispatcher
Charlotte Water
Charlotte Water | Charlotte, NC
01.2021 - 07.2022
- Processed and resolved reports from the Customer Information System (Billing) and service order management systems, ensuring timely and accurate documentation.
- Handled 60+ field unit requests daily, dispatching and scheduling service orders generated by 311, account services, and internal systems.
- Responded to customer emergencies (e.g., water main breaks, leaks, meter issues), documenting cases and coordinating rapid resolutions.
- Communicated with customers to resolve complaints, provide follow-up, and ensure compliance with service-level agreements (SLAs).
- Supplied field staff with critical GIS data, blueprints, and plats to support service completion and accurate repairs.
- Monitored, analyzed, and adjusted the Workforce Optimizer (WO) system in real time, maximizing route efficiency and reducing delays.
- Forecasted workload against staffing to anticipate SLA risks and overtime needs, ensuring consistent service delivery.
- Identified process improvement opportunities and reported trends (e.g., hold times, unauthorized orders) to supervisors and liaisons.
- Maintained compliance with city regulations, policies, and standard operating procedures while supporting supervisors with real-time operational data.
Education
Master of Science - Management
University of North Carolina At Charlotte
Charlotte, NC05-2019
Bachelor of Science - Sociology
University of North Carolina At Charlotte
Charlotte, NC 05.2001 -
Skills
Payment Posting (Electronic & Manual)
Insurance Explanation of Benefits (EOBs) – Transferable Knowledge
Account Reconciliation & Balance Transfers
Denial Posting & Resolution
Revenue Cycle Management (RCM)
High-Volume Data Entry & Accuracy
Financial Discrepancy Resolution
Billing & Collections Support
Customer & Vendor Communication
Compliance & Confidentiality
Process Improvement & Workflow Optimization
Microsoft Office Suite (Excel, Word, Outlook)
Certification
Licensed Life/Health Insurance Producer
Timeline
Collections Customer Service Representative
Rhode Island Energy | IQor, Charlotte, NC
09.2024 - Current
Logistics Coordinator
Carolina Cross Dock 3PL
09.2022 - 09.2023
Customer/Revenue Service Specialist, Dispatcher
Charlotte Water
01.2021 - 07.2022
Bachelor of Science - Sociology
University of North Carolina At Charlotte
05.2001 -
Master of Science - Management
University of North Carolina At Charlotte