Jer'Maya Lott
Spring,US
Summary
Dynamic customer service professional with a proven track record at Apple One, enhancing customer satisfaction by 15% through effective problem-solving and active listening. Proficient in Microsoft Office Suite and conflict resolution, I excel in managing complex billing inquiries and ensuring accurate account documentation while maintaining a strong focus on results.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Apple One
Austin, US
01.2023 - 10.2025
- Listening to customer questions and concerns, providing information about products and services, and answering questions
- Taking orders, calculating charges, processing billing and payments.
- Reviewing customer accounts and making necessary changes
- De-escalating and problem solving
- Resolved complex customer inquiries and complaints through multi-channel communication, improving customer satisfaction scores by 15% and reducing call resolution time by 20%.
- Verified customer account details and coordinated billing inquiries, improving accuracy and reducing delays in service resolutions for Austin Energy clients.
- Handled complex service requests and escalations, accelerating issue resolution and enhancing overall customer satisfaction for energy service users.
- Austin Energy
Billing/Collection Representative
RK Group
Houston, US
11.2021 - 09.2023
- Identify overdue payments, and address payment discrepancies.
- Provide billing support to customers, addressing payment status inquiries and account issues while offering personalized, solution-oriented service.
- Track and report collection activities, providing updates on outstanding accounts and repayment progress.
- Recorded detailed customer interaction logs, ensuring comprehensive and up-to-date account documentation.
Billing Representative
Sabrina's Daycare
Houston, US
06.2016 - 08.2019
- Generate and send invoices to parents, often using specialized childcare software.
- Track and post payments received from parents via various methods, such as checks or online portals.
- Manage the accounts receivable for childcare accounts, ensuring that outstanding balances are followed up on.
- Process financial aid and voucher applications or reassessments, requiring careful documentation and understanding of relevant guidelines.
- Ensure that all billing data is accurate and reconcile payments with attendance records.
- Respond to billing inquiries from parents and communicate professionally regarding account details.
Education
HIGH SCHOOL DIPLOMA -
Benjamin 0. Davis High School
Houston, TX06.2020
Skills
- Microsoft Office Suite
- Operational systems (Enwis and CC&B)
- Organizational skills
- Communication skills
- Volunteer experience
- Attention to detail
- Planning abilities
- Computer proficiency
- Problem solving
- Mathematical skills
- Multitasking
- Conflict resolution
- Data entry
- Scheduling
- Dependability
- Active listening
Timeline
Customer Service Representative
Apple One
01.2023 - 10.2025
Billing/Collection Representative
RK Group
11.2021 - 09.2023
Billing Representative
Sabrina's Daycare
06.2016 - 08.2019
HIGH SCHOOL DIPLOMA -
Benjamin 0. Davis High School