Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Sormrude

Milwaukee,WI

Summary

Experienced team leader with a proven track record in call center, billing, and process development. Skilled at fostering positive relationships, instilling trust, and guiding teams towards organizational objectives. Adept at collaborating with co-management and top-level leadership across departments to drive seamless operations. Recognized for exceptional training and mentoring abilities, ensuring the professional growth and success of team members.

Overview

10
10
years of professional experience

Work History

Senior Billing Clerk

Waste Management
01.2016 - Current
  • Lead Billing Clerk (2017- present)
  • Execute billing tasks and recorded information in company databases.
  • Verify accuracy of billing data and corrected discrepancies.
  • Collaborated with sales team to ensure billing accuracy and customer satisfaction.
  • Assist with month-end closing procedures, contributing to an organized and punctual financial reporting process.
  • Contributes to policy updates by providing insights into billing challenges and opportunities for improvement.
  • Assess accounts to ensure correct debits and credits applied
  • Assists in Managing team of 18 Bill clerks
  • Conducts team huddles
  • Conducts team 1:1’s
  • Generated daily, weekly and monthly reports for billing department.
  • Train new hires on process and procedures
  • Resolve escalated billing issues
  • Works with other departments including Operations on opportunities
  • Manage billing department mailbox- resolving issues, concerns, and inquires
  • Streamlined billing processes for increased efficiency and reduced errors through meticulous organization.
  • Worked on multiple projects from start to finish
  • ADS Migration
  • Roll off Auto close for Upper Midwest market area
  • Disposal Validation
  • Created and rolled out yearly department goals
  • Point of contact when supervisor out of office.
  • Adapted quickly to changes in company policies or procedures, maintaining consistent performance levels during periods of transition.

Customer Service- Call Center

Waste Management
01.2015 - 01.2016
  • Resolved customer questions and concerns via inbound and outbound calls
  • Took escalated calls to resolve customer billing issues
  • Conducted team huddles
  • Trained new hires
  • Managed customer service mailbox.


Assistant Store Manager

Eddie Bauer
  • Driving sales and reaching company sales goals
  • Trained new sales associates
  • Recruited new talent
  • Provided coaching to store associates
  • Drafted store associates weekly work schedules
  • Managed store goals
  • Named employee of the month.

Education

Online program- In Progress - Human Resources Management

Wilmington University
08.2026

Some college -

UW Milwaukee
Milwaukee, Wisconsin

Coaching for peak performance -

WM
11.2022

Communicating for leadership success -

WM
11.2022

High school degree -

West Allis Central High School
West Allis, Wisconsin
06.2008

Skills

  • Call Center
  • Escalations
  • Kronos
  • Training and Development
  • Customer Service
  • Project Management
  • Problem Solving
  • Computer
  • Outlook
  • Microsoft Excel
  • Team Leading
  • Communication

Timeline

Senior Billing Clerk

Waste Management
01.2016 - Current

Customer Service- Call Center

Waste Management
01.2015 - 01.2016

Assistant Store Manager

Eddie Bauer

Online program- In Progress - Human Resources Management

Wilmington University

Some college -

UW Milwaukee

Coaching for peak performance -

WM

Communicating for leadership success -

WM

High school degree -

West Allis Central High School

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Kayla Sormrude