Summary
Overview
Work History
Education
Skills
Timeline
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Henry Russel

Springfield,IL

Summary

Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel. With over 47 years of successful experience in customer service and problem resolution. Recognized consistently for performance excellence and contributions to success in financial, account management, human resources, sales, and bookkeeping, in the telecommunications industry.

Overview

48
48
years of professional experience

Work History

Senior Billing Operations

AT&T
11.2011 - 03.2021
  • Worked with customers to develop payment plans and bring accounts current.
  • Reviewed billing problems, researched issues and resolved concerns.
  • Trained and mentored staff on procedures, compliance requirements and collections techniques.
  • Performed billing, collection and reporting functions for office generating over $35,000,000.00 annually.
  • Created new standard operating procedures improving billing accuracy and cash flow.
  • Conducted performance reviews and implemented improvement plans.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Coordinated several leadership workshops to educate team members on best practices to optimize productivity.
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Promoted positive customer experience through day-to-day supervision and management of Call Center facility.
  • Demonstrated exceptional knowledge of process optimization in relation to profit and loss.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Assisted in recruiting, hiring and training of team members.
  • Managed 10 team members across multiple departments, resulting in increase in annual revenue.
  • Built loyal account base and long-term business relationships with Large Business Customer accounts.
  • Supported regulatory compliance by overseeing all audits to verify protocol adherence.
  • Eased team transitions and new employee orientation through effective training and development.
  • Interacted well with co-workers and customers to build connections and nurture relationships.
  • Drafted invoices for completed work.

Service Representative

AT&T
06.1973 - 11.2011
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Accepted payments and updated accounts with latest information.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Helped average of 30 customers every day by approaching conversations with positive attitude and focus on customer satisfaction.
  • Provided information about company products and services, and capitalized on upsell opportunities.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Maintained productivity and quality standards at all times.
  • Scheduled appointment to resolve more complex issues.
  • Described and explained details about telecommunication products and payment options to inform customers and guide purchasing decisions.
  • Entered customer interaction details in various computer systems and software programs to track requests, document problems and record solutions offered.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Described and explained details about telecommunication products and various payment options to inform customers and guide purchasing decisions.

Education

Bachelor of Arts - History And Political Science

University Of Illinois At Springfield
Springfield, IL
05.1983

Associate of Arts - Liberal Arts And General Studies

Lincoln Land Community College
Springfield, IL
05.1977

High School Diploma -

Springfield High School
Springfield, Illinois
05.1973

Skills

  • Interest calculations
  • Payroll liabilities
  • Payment processing
  • Process improvements
  • Team Building
  • Collections understanding
  • Project Management
  • Business Development
  • Recruitment
  • Delegation
  • Effective leader
  • Coaching and mentoring
  • Employee scheduling
  • Inventory management
  • Staff training/development
  • Product development
  • Client account management
  • Relationship building
  • Scheduling
  • Training and mentoring
  • Power BI
  • Trainer
  • Train the Trainer
  • General accounting
  • Accounting systems and controls
  • Financial statement analysis
  • Tax reporting
  • Subject Matter Expert
  • Motivational Speaker
  • Project Manager
  • Project Supervisor
  • Temporary Supervisor in Call Centers
  • Human Resources
  • Payroll
  • Benefits
  • Timekeeping
  • MS Office
  • Microsoft Excel
  • Power Point
  • Microsoft Word
  • Researcher

Timeline

Senior Billing Operations

AT&T
11.2011 - 03.2021

Service Representative

AT&T
06.1973 - 11.2011

Bachelor of Arts - History And Political Science

University Of Illinois At Springfield

Associate of Arts - Liberal Arts And General Studies

Lincoln Land Community College

High School Diploma -

Springfield High School

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Henry Russel