Janice D. Nelson

• Process membership, roster updates, payments, and other customer related requests
• Maintain relationships with Group Administrators to secure 98%-member retention
• Resolves incoming customer phone and e-mail communications
• Makes outgoing collection calls to Group Administrators
• Identified, researched and resolved billing variances to maintain system accuracy and currency
• Generated and submitted invoices based upon established accounts receivable schedules and terms
• Contacted clients with past due accounts to formulate payment plans and discuss restructuring options
• Monitored customer accounts to identify and rectify billing issues
• Provided excellent customer service, developing and maintaining client relationships
• Assisted with billing inquiries and provided timely responses to enhance customer satisfaction
• Researched and resolved billing discrepancies to enable accurate billing
• Worked with multiple departments to check proper billing information
• Identified, researched, and resolved billing variances to maintain system accuracy and currency
• Processed and verified invoices to secure accuracy of billing information

• Processed 50 plus membership requests, product orders, meeting and other event registrations, record adjustments and other customer requests as required
• Identify customer needs clarifying information, research issues and provides solutions and/or alternatives
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues
• Boosted customer service satisfaction ratings through consistent quality control
• Performed various clerical duties by filing and faxing documents and creating customer databases

• Provide project management for basic membership and marketing projects
• Provide support to manager and director for larger campaigns and membership and marketing projects
• Coordinate with operations staff on joint projects and handle logistics related to co-sponsored events and programming
• Manages and maintains electronic and paper files, file library

Contributed to weekly team meetings, brainstorming sessions and staff appraisals

• Maintained documentation, detailing assignments, in-progress work and completed project milestones

• Managed 50 plus calls per day
• Provide attorneys world class service and support via computer support system
• Assist attorneys with membership, billing, and technical inquiries.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues
• Adhered to company policies and scripts to consistently achieve call-time and quality standards