Jillian Ortiz
Littleton,CO
Summary
Billing analyst with accounting, finance, and data analysis expertise. Managed billing operations to improve process efficiency and accuracy while resolving billing discrepancies. Delivered measurable reductions in errors and improved productivity using Excel and financial software.
Overview
19
19
years of professional experience
Work History
Billing Analyst
IntelePeer
Denver, Colorado
02.2021 - 10.2026
- Analyzed telecom charges and billing variances to ensure accurate billing.
- Resolved invoice issues by coordinating with finance and operations teams.
- Executed monthly closing tasks, ensuring accuracy of accruals and journal entries for financial integrity.
- Supported month-end close through account reviews and ledger checks.
- Worked with accounting staff on reconciliation efforts for receivables.
- Prepared reports tracking billing activity progress.
- Assisted with monthly financial statement preparation.
- Compiled data for management on customer accounts to facilitate informed decision-making.
Billing Support Specialist
IntelePeer
Denver, Colorado
03.2018 - 02.2021
- Tracked recurring billing problems and proposed process improvements, reducing resolution times for customer inquiries.
- Processed billing adjustments and credit requests in support systems, ensuring high levels of customer satisfaction.
- Reviewed discrepancies between customer expectations and actual charges to ensure billing accuracy.
- Supported customers by explaining billing policies, account details, and payment terms.
- Resolved internal process issues, streamlining workflows to enhance overall efficiency.
Credit & Collections Analyst
AT&T
Englewood, Colorado
12.2016 - 02.2018
- Evaluated AT&T customer accounts to assess credit risk and collection status, identifying potential risks to reduce future delinquencies.
- Analyzed delinquent balances and prioritized collection follow-up activities.
- Contacted customers regarding overdue AT&T payments, facilitating account resolution and improving overall collection rates.
- Supported the credit and collections process through administrative tasks, analyzed inbound/outbound calls for compliance with company standards, and reviewed customer feedback to identify improvement areas for satisfaction and experience. Created call flows to enhance AHT and ensure compliance, participated in weekly vendor meetings to discuss trends and improvements, and facilitated calibration sessions to enhance agent training on scripting and policies.
Credit & Collections Supervisor
AT&T
Englewood, Colorado
08.2013 - 12.2016
- Managed credit collections operations for AT&T consumer accounts and payment recovery workflows.
- Reviewed delinquent accounts using AT&T billing systems and account history to identify payment recovery opportunities.
- Contacted customers to negotiate payment arrangements, facilitating resolution of overdue balances.
- Trained incoming reps on DirecTV/AT&T systems and collection procedures to enhance team readiness.
Credit & Collections Rep 1
AT&T/DirecTV
Englewood, Colorado
01.2010 - 08.2013
- Managed delinquent AT&T/DirecTV accounts, resolving past-due balances to restore service and maintain customer relationships
- Handled inbound and outbound calls with delinquent customers facing service disconnection, securing full payments or establishing payment arrangements.
- Contacted customers regarding billing issues and negotiated payment arrangements, enhancing customer satisfaction and reducing disconnections
- Reviewed account histories in collections systems to ensure accurate follow-up and effective resolution of outstanding balances
Billing & Technical Rep
AT&T/DirecTV
Englewood, Colorado
05.2007 - 01.2010
- Managed inbound calls from customers with technical issues, ensuring timely resolutions and enhancing customer satisfaction through effective troubleshooting and solution delivery. Promoted DirecTV products, highlighting benefits and features while addressing billing inquiries to clarify charges and resolve discrepancies.
- Reviewed account details and resolved billing questions using AT&T customer systems, ensuring accurate information for customers.
- Troubleshot DIRECTV receiver, signal, and satellite service issues for residential customers.
- Guided AT&T customers through internet, TV, and phone setup steps.
Skills
- Billing compliance management
- Billing accuracy checks
- Invoice reconciliation
- Collections oversight
- Financial statement preparation
- Data visualization
- Risk assessment
- Process improvement
- Analytical analysis
- Problem resolution
- Attention to detail
Timeline
Billing Analyst
IntelePeer
02.2021 - 10.2026
Billing Support Specialist
IntelePeer
03.2018 - 02.2021
Credit & Collections Analyst
AT&T
12.2016 - 02.2018
Credit & Collections Supervisor
AT&T
08.2013 - 12.2016
Credit & Collections Rep 1
AT&T/DirecTV
01.2010 - 08.2013
Billing & Technical Rep
AT&T/DirecTV
05.2007 - 01.2010