Katina Sullivan
Monroe,NC
Summary
Efficient billing professional with nine years of experience. Productive and diligent with passion for resolving discrepancies through attention to detail and creative problem-solving. Passionate about perpetuating company values through impeccable work ethic and drive.
Overview
17
17
years of professional experience
Work History
Billing Clerk
Union Power Cooperative
04.2015 - Current
- Process monthly billing files for all billing cycles, investigate missing reads, and solve any issues with billing reads.
- Processed customer refunds and adjustments according to company policies.
- Maintained confidentiality of sensitive customer information by adhering to strict privacy guidelines, upholding company''s reputation for professionalism in handling personal data.
- Interacted with customers to resolve billing disputes and respond to inquiries.
- Verified accuracy of billing data and corrected discrepancies.
- Used data entry skills to accurately document and input statements.
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within department.
- Proven ability to learn quickly and adapt to new situations.
- Managed time efficiently in order to complete all tasks within deadlines.
- Identified issues, analyzed information and provided solutions to problems.
- Passionate about learning and committed to continual improvement.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to develop and implement creative solutions to complex problems.
- Skilled at working independently and collaboratively in a team environment.
Customer Service Representative
Union Power Cooperative
02.2013 - 04.2015
- Provided primary customer support to internal and external customers.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Self-motivated, with strong sense of personal responsibility.
Customer Service/Scheduler
Union Services
04.2012 - 02.2013
- Scheduled HVAC and electrical appointments with customers
- Responsible for scheduling inspections for HVAC and electrical with Union, Mecklenburg, Cabarrus and Stanly counties
- Answered incoming phone calls, routing them to appropriate personnel, and called customers to schedule maintenance appointments.
- Enhanced customer satisfaction by efficiently scheduling service appointments and addressing inquiries.
- Promptly responded to inquiries and requests from prospective customers.
Retail Sales Team Lead
Pier 1 Imports Inc
07.2011 - 05.2012
- Contributed to positive work culture by actively participating in team meetings and offering constructive feedback when appropriate.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Ensured compliance with all company policies, legal regulations, and safety protocols by staying informed of updates and communicating changes to staff.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Oversaw daily cash management, ensuring accurate accounting and minimizing discrepancies.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Enhanced customer experience by addressing concerns promptly and providing exceptional service.
- Increased sales volume by effectively training and motivating retail sales team members.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Managed efficient cash register operations.
- Maintained high standard of store presentation, adhering to company guidelines for cleanliness and organization.
- Managed conflict resolution among team members, fostering positive and collaborative work environment.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Bookkeeper and Tax Preparer
H & R Block
12.2006 - 03.2010
- Responsible for obtaining new clients for bookkeeping services.
- Responsible for preparing personal and business returns for my existing clients as well as any new clients.
- Provided support during audits by supplying requested documentation promptly and accurately.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Identified accounting errors when cross-referencing documents and database information.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Completed tax forms in compliance with legal regulations.
- Handled payroll processing for employees, ensuring timely payment and adherence to tax regulations.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Utilized tax software to prepare returns and meet deadlines.
- Managed multiple deadlines efficiently, ensuring all clients'' taxes were filed on time without compromising quality or accuracy.
- Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Ensured compliance with federal and state tax regulations by staying up-to-date on latest tax laws.
- Assessed client tax situations to determine best filing options.
- Participated in continuous professional development opportunities to stay current in industry trends, elevating personal expertise as Tax Preparer over time.
- Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
- Maintained compliance by adhering to current tax laws and regulations.
- Completed and filed returns with tax departments at local, state, and federal levels.
Education
Bachelor of Liberal Studies - Organizational Communication And Management
Wingate University
Wingate, NC08.2024
Certificate - Medical Secretary
Metro Business College
Rolla, MO01.1994
Skills
- Team and goal-oriented
- Excel in project and multi-task management
- Emphasis on completing tasks in timely manner
- Conscientious and detail-oriented
- Invoice Processing
- Strong interpersonal skills
- Excel in bookkeeping
- Customer Communication
- Billing statement review
- Records Research
- Payment Transactions
- Dispute Resolution
- Customer Service
- Correspondence Preparation
- Organizational Skills
References
References are available upon request.
Timeline
Billing Clerk
Union Power Cooperative
04.2015 - Current
Customer Service Representative
Union Power Cooperative
02.2013 - 04.2015
Customer Service/Scheduler
Union Services
04.2012 - 02.2013
Retail Sales Team Lead
Pier 1 Imports Inc
07.2011 - 05.2012
Bookkeeper and Tax Preparer
H & R Block
12.2006 - 03.2010
Bachelor of Liberal Studies - Organizational Communication And Management
Wingate University
Certificate - Medical Secretary
Metro Business College
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