Jacqueline Garcia

• Monitored customer accounts and resolved billing issues
• Collaborated with departments to ensure accurate billing
• Provided timely responses to billing inquiries and generate monthly invoices for transparency
• Offered expertise in billing process improvements
• Resolved customer billing problems and coordinated project information
• Ensured accurate and timely invoicing, researched issues and conducted data quality analysis
• Evaluated aging reports and produced reports on collection issues
• Identified and resolved billing variances, generated billing reports, and clarified customer issues to resolve complaints.
• Create and build an analytics report to showcase how billing goals are being met.
• Subject matter experts in various types of billing services that we provide to our customers.
• Develop policies and procedures that support a transparent, effective, and accountable division to the public and help identify efficient solutions.
• Develop and implement policies and procedures to ensure data integrity.
• Answer billing and accounts receivable-related questions in a friendly, effective, and efficient manner.
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.
• Document new issues, FAQs, and resolutions for a robust knowledge base.
• Track and document inbound support requests and ensure proper notation of customer problems and issues.
• Stay abreast of current product technology, design changes, and new product offerings.
• Identify critical issues that may impact all clients.
• Work closely with the Team Leader, Technical Experts, and Field Monitors to provide data analysis, visualization, and graphs.
• UAT Tester Participate in discussions and planning on E2E testing across Cross-Functional teams
• Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.
• Collaborated with cross-functional teams to ensure proper application of contract terms and conditions during the billing process.
• Worked with multiple departments to check proper billing information.
• Complete system audits and prepare reports and dashboards that clearly convey analyses
• Analyzing billing data, identifying discrepancies, and resolving billing issues in a timely manner
• Attention to detail and strong analytical skills are essential in this role to effectively review billing records and identify opportunities for process optimization
• Responsible for managing all aspects of billing processes

• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Conducted regular audits of billed items to verify adherence with contractual terms, identifying opportunities for revenue recovery where appropriate.
• Enhanced customer satisfaction by addressing inquiries, resolving issues, and providing timely solutions.
• Updated internal databases with accurate customer contact information, ensuring effective communication channels were maintained throughout the sales process.

• Conducted troubleshooting and diagnostic procedures on customer devices, resolved customer issues, answered questions about billing and account issues, optimized operational productivity, worked closely with senior leadership, managed diverse projects, streamlined operational processes, and implemented corrective actions to fix root causes of issues.

Created and processed orders, reviewed pending orders for adherence to fulfillment schedule, responded to customer inquiries, managed administrative duties of sales team, tackled customer concerns within 24-48 hours, managed customer accounts, learned and used multiple sales systems, collaborated with sales and marketing teams, prepared and presented sales reports, followed up on web leads, and developed working knowledge of CRM.