Summary
Overview
Work History
Education
Skills
Timeline
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Joanna Quezada

Gainesville,FL

Summary

Successful at efficiently handling client inquiries, billing issues and administrative tasks. Familiar with contracts and other documents affecting billing processes. Well-versed in accurately coding different types of bills for clear record keeping and tracking. Team-oriented, dependable and performance-driven.


Overview

4
4
years of professional experience

Work History

Billing Specialist

Gainesville Regional Utilities
11.2022 - Current
  • Serves as primary contact for customers, elected officials and agencies, City employees, and clients to answer, screen, research, inform, advise, process and follow-up all customer requests efficiently.
  • Handles inquiries, complaints, and requests.
  • Analyzes customer information to determine deposit requirement.
  • Independently analyzes and/or reconciles complex utility accounting and/or billing system problems.
  • Performs front-end editing of Customer Information System (CIS) data to ensure accuracy and resolve issues.
  • Calculates, prepares and issues basic and routine bills, invoices, account statements and other financial statements according to established procedures.
  • Prepares, prints and verifies accuracy with processing refund checks and/or credit balances.
  • Handles delinquent accounts and resolves customer account disputes.
  • Creates service on/off work orders and coordinates with field personnel to ensure timely completion.
  • Verifies correctness of data input for accurate processing using data reports.
  • Interacts with other departments to ensure appropriate billing of utility services to customers.
  • Learns and complies with organizational, Federal and state policies, procedures, and regulations.

Customer Service Representative Agent

Gainesville Regional Utilities
06.2021 - 11.2022
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Onboarded and trained customer representatives to meet performance and service goals.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Analyze income and expense information and provide solutions uniquely suited to individual customers.
  • Analyze customer information to determine deposit requirements.
  • Processes utility payments, deposits, permits and services.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Cross-trained and backed up other customer service managers.
  • Handled day-to-day customer contact via phones, faxes, and emails.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.

Billingual Staffing Specialist

EDS Service Solutions
07.2019 - 05.2021
  • Scheduled interviews with potential candidates, filled out required paperwork and prepared introduction manuals.
  • Advertised job opportunities on social media platforms and job boards.
  • Collaborated with manager to determine department's short and long-term hiring needs.
  • Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes, and supporting documentation.
  • Assisted with writing job postings and job descriptions for boards.
  • Processed incident reports and work complaint claims to facilitate corrective action.
  • Providing follow-up correspondence to candidates on recruiting status via phone and email tracking recruiting activities and providing weekly activity reporting.

Education

High School Diploma -

Suwannee High School
Live Oak, FL
06.2017

Skills

  • Contract Preparation
  • Invoice Processing
  • Payment Posting
  • Claims Processing
  • Billing Systems and Software
  • Data Entry Proficiency
  • Problem Solving Abilities
  • Word Processing
  • Account Updating
  • Discrepancy Resolution
  • Payment Collection
  • Account Reviews

Timeline

Billing Specialist

Gainesville Regional Utilities
11.2022 - Current

Customer Service Representative Agent

Gainesville Regional Utilities
06.2021 - 11.2022

Billingual Staffing Specialist

EDS Service Solutions
07.2019 - 05.2021

High School Diploma -

Suwannee High School

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Joanna Quezada