JACQUELINE GARCIA

• Maintained strict confidentiality with all personal data as per company guidelines.
• Researched portals issues related to non-payment within e-billing vendor portals.
• Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
• Determined key areas prime for process improvements.
• Evaluated aging reports to identify members to be included in monthly outbound collection calls.
• Designed and produced reports to highlight and explain collection issues and balances due
• Researched and resolved billing discrepancies to enable accurate billing.
• Monitored customer accounts to identify and rectify billing issues.
• Worked with multiple departments to check proper billing information.
• Provided excellent customer service, developing and maintaining client relationships.
• Assisted with billing inquiries and provided timely responses to enhance customer satisfaction.
• Generated monthly invoices for customers in multiple formats to provide transparency.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Used data entry skills to accurately document and input statements.
• Responded to customer concerns and questions on daily basis.
• Generated monthly billing and posting reports for management review.
• Handled customer inquiries and suggestions courteously and professionally.
• Updated account information to maintain customer records.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Provided primary customer support to internal and external customers.

• Works as part of Sales Support team, to assist with Business Development and Marketing activities. It provides dedicated and professional solution knowledge base, together with deployment and domain expertise.
• Collected re-billable tooling evidence to support customer invoicing.
• Identified and analyzed project risks and developed mitigation strategies.
• Conducted research and analysis to develop model-based solutions to complex operational problems.

• Conducted troubleshooting and diagnostic procedures on customer devices.

Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings.

• Answered customer questions about billing, account issues and upgrade possibilities.
• Optimized operational productivity and collaborated with staff to share and implement process improvements.
• Worked closely with senior leadership to complete projects and solve complex issues on strict schedules and budgets.
• Managed diverse projects and resolved complex issues to support timely completion.
• Streamlined operational processes and collaborated with management to implement process improvements.
• Implemented corrective actions to fix root causes of various issues.
• Identified issues through root cause analysis to implement corrective action.

• Created and processed orders and reviewed pending orders to verify adherence to fulfillment schedule.
• Responded to customer inquiries for scheduling of meetings, sales appointments and order status follow-up.
• Managed administrative duties of sales team as required, effectively anticipating and meeting day-to-day operational needs.
• Tackled customer concerns and responded to inquiries within 24-48 hours to provide immediate issue resolution.
• Managed customer accounts, responding to inquiries and resolving customer service issues
• Learned and frequently used multiple sales systems to investigate, track, and correct customers' issues.
• Collaborated with sales and marketing teams to create and execute promotional campaigns.
• Prepared and presented sales reports and customer profiles to upper management.
• Followed up on web leads, pre-qualified contacts and converted potential customers into sales appointments.
• Developed working knowledge of CRM to effectively track sales leads and activities.