Heather Robertson

Facilitated effective communication by handling inquiries related to utility billing services for both residential and commercial clients via in-person, phone, fax, and email.

Managed daily voicemail retrieval and response processes to maintain operational efficiency.

Resolved billing disputes and customer complaints effectively, leading to improved customer satisfaction. Analyzed data usage and budgets to identify and rectify billing anomalies, enhancing overall billing accuracy.

Facilitated and tracked payment arrangements to ensure compliance with financial policies.

Achieved successful recovery of delinquent accounts through proactive engagement with property owners and title companies. Improved collection processes, resulting in increased efficiency and resolution of outstanding finals.

Facilitated efficient processing of work orders to manage service transfers, disconnections, and reconnection's.

Managed account setups and service installations for newly developed residential properties.

Oversaw maintenance of customer account files, ensuring accuracy of name changes, billing addresses, and phone number updates.

Managed the posting of incoming utility cash receipts utilizing 10 key accuracy, including lockbox exceptions and various payment methods such as ACH , to maintain accurate customer account records.

Executed processing of returned checks to ensure accurate financial records.

Managed daily preparation and delivery of deposits to bank.

Assisted in preparing initial late notices and delinquent notices. Supported the process of disconnect notices and reinstatement of services. Posted miscellaneous account fees and coordinated report transmission to outsourced printer for mailing.

Managed weekly shut-off report updates and maintenance, ensuring accurate physical preparation of notices for field staff postings.

Processed and dispatched customer refunds in accordance with established policies.

Delivered comprehensive training to Utility Billing Specialist 1 to ensure proficiency in billing processes.

Oversaw development and distribution of training materials.

Addressed inquiries regarding residential tap fees, new builds, hydrant meter fes and deposits.

Managed high call volume periods by effectively troubleshooting technical billing matters and providing customer support.

Executed bi monthly billing for residential customers, corrective billings and final transfers for t.

Managed and maintained weekly budgets to ensure financial accuracy.

Validated wastewater and sewer calculations, implementing necessary adjustments.

Oversaw monitoring and application of non-access fees in compliance with established rules and regulations.

Reviewed and refined consumption journal data while coordinating with field personnel to resolve meter reading discrepancies and equipment malfunctions.

Managed entry of meter exchange updates, maintaining precise reading information.

General ledger edits and updates

• Facilitated customer satisfaction by effectively evaluating accounts for assistance options in automotive call center. Achieved seamless processing of auto loan extensions, modifications, and due date changes. Demonstrated professionalism and sound judgment in all customer interactions.

• Achieved improved customer satisfaction through effective monitoring and auditing of calls, leading to enhanced process quality. Resolved contract and billing issues, strengthening relationships with customers. Enhanced customer experience by addressing identity theft and fraud concerns, utilizing de-escalation techniques for escalated cases.

• Managed reconciliation and collection tasks for designated customer accounts. Processed credit memo adjustments and issued refund checks. Handled cash application and management. Conducted monthly account reviews to track progress towards collection goals. Analyzed contracts to identify and resolve billing errors. Generated revenue and credit memos while investigating compensation discrepancies. Collected relevant data from legal contracts and entered it into a customized database for revenue recognition and customer invoicing.
• Led training initiatives for team members and new hires, managing workload distribution and cancellation training processes.
• Maintained comprehensive tracking spreadsheets for reseller commissions and trend analysis, demonstrating strong interpersonal skills while engaging with finance, credit/collections, and sales compensation departments.