Jill Browning
Daytona Beach,FL
Overview
24
24
years of professional experience
Work History
Senior Customer Service Advisor/Complex Billing
Portland General Electric Co.
01.2020 - Current
- Worked in all specialty areas of billing. Analyzes, investigates and negotiates complex billing issues not calculated through traditional methods of billing with limited supervision.
- Focused daily performance on highest priorities and critical tasks while adapting to frequent changes.
- Researched and rapidly resolved customer conflicts for our high-profile customers, ensuring exceptional service levels and fostering long-term relationships.
- Collaborated with cross-functional teams to optimize customer support strategies.
Senior Billing Specialist/Billing Department
Portland General Electric
01.2018 - 01.2020
- Respond to customer’s billing related questions via various channels.
- Streamlined billing processes by applying new software and creating easy-to-understand documentation and training materials reducing errors and increasing efficiency.
- Mentored junior advisors, fostering camaraderie among colleagues while supporting them in their learning journeys.
- Reduced customer complaints by proactively identifying areas for improvement.
Specialized Billing Advisor/Special Billing Dept.
Portland General Electric
01.2012 - 02.2018
- Cross-trained and Performed Job Shadows in associated departments to get better understanding of billing needs and foster cross-functionality in departments.
- Inform Internal customers about Company polices, process and procedures while supporting the best overall customer experience.
- Assisted with Special projects assigned by leadership while using my subject matter expertise.
- Received Award/Bonus from company for process improvements in reduce billing time and efficiencies while receiving additional annual bonus each year.
Senior Billing Advisor /Miscellaneous Billing
Portland General Electric
01.2001 - 01.2012
- Trained new and existing employees on daily, monthly and weekly assignments needed for department.
- Facilitated communication and collaboration between departments to help business function smoothly.
- Managed high volume of invoices, consistently meeting deadlines while keeping accuracy and organization according to Sarbanes-Oxley Act and Tariff guidelines.
Customer Service Representative
Portland General Electric
03.2000 - 01.2001
- Resolved customer complaints with empathy and active listening, resulting in increased customer loyalty and trust.
- Managed escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike while Negotiating payment arrangements to minimize loss of revenue.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Associate of Applied Science - Law (Pre-Law)
Everest College/Western Business College
Oregon04.1995
Skills
- Dispute and Complaint resolution
- Data Analysis
- Billing Software Proficiency
- Research and Analysis
- Provide Excellent Customer Service
- MS Office including Word, Excel, Outlook, Teams and Powerpoint
- Database management
- Advanced accuracy and attention to detail
Summary
Experienced billing professional with proven track records of efficiency, diligence and passion for resolving discrepancies through attention to detail and creative problem-solving, committed to upholding company values with impeccable work ethic and drive.
Timeline
Senior Customer Service Advisor/Complex Billing
Portland General Electric Co.
01.2020 - Current
Senior Billing Specialist/Billing Department
Portland General Electric
01.2018 - 01.2020
Specialized Billing Advisor/Special Billing Dept.
Portland General Electric
01.2012 - 02.2018
Senior Billing Advisor /Miscellaneous Billing
Portland General Electric
01.2001 - 01.2012
Customer Service Representative
Portland General Electric
03.2000 - 01.2001
Associate of Applied Science - Law (Pre-Law)
Everest College/Western Business College
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