Kia Carey
Middletown,DE
Summary
A self-motivated billing analyst with fifteen years experience in local government and public sector. Possessing strong analytical, process management and problem solving skills. A people-oriented team player with strong interpersonal skills. Experience includes billing, quality assurance, research and training. Having had the opportunity to participate in recruitment, interviewing, training and onboarding of new team members.
Overview
24
24
years of professional experience
Work History
Assistant Community Services Administrator
New Castle County Government
07.2015 - Current
- Execute quarterly reimbursement drawdowns for the department in compliance with HUD guidelines for CDBG – Community Development Block Grants, ESG – Emergency Shelter Grants, and HOME grants via IDIS system
- Collect on outstanding loan accounts using 30-60-90-120+ aging reports
- Establish collection SOPS for internal loan clients
- Serve as a panel member for interviews and board examinations; review resumes and make candidate recommendations
- Reconcile vendor payments; prepare weekly deposits and accounts payable for merchant service payments
- Department liaison for sheriff sales, bankruptcies, and recording lien satisfactions
- Request remaining funds or process estate payments and research case status via PACER bankruptcy database.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
Human Resource Assistant
Quality Care Professional Services
07.2013 - 12.2020
- Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
- Managed 20 active client invoices and processed accounts receivables
- Maintain employee relations: train, coach and placement for various work sites.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
Assistant Utility Billing Supervisor
City of Wilmington
12.2001 - 07.2015
- Generated, analyzed, and performed technical review of utility bill statements for water/sewer/storm water accounts and real estate tax billing. Maintained billing for 20,000 plus water accounts.
- Created and assisted in implementing departmental policy and procedures while ensuring compliance with City ordinance and State laws
- Created detailed reports for management reflecting key financial indicators such as receivables aging analysis, uncollected revenues breakdowns, write-offs statistics, among others contributing valuable insights into the department''s strengths and weaknesses.
- Facilitated monthly meetings with team members to discuss performance metrics, share best practices, and address any concerns or challenges faced during the billing cycle.
- Boosted cash flow by identifying areas for improvement in payment terms enforcement and initiating corrective actions as needed.
- Increased staff efficiency through regular evaluations, targeted coaching sessions, and tailored performance improvement plans.
- Maintained employees time and attendance in Kronos workforce management.
- Enhanced team productivity by providing ongoing training, guidance, and support to billing staff members.
Utility Billing Analyst
City of Wilmington
01.2006 - 01.2009
- Served as primary contact for commercial and industrial water and real estate tax accounts.
- Updated meter change outs, billing adjustments and special quarterly sewer bill statements. Analyzed and uploaded meter readings for bill generation.
- Trained 7 new team members on internal billing procedures, fostering a collaborative work environment for continuous improvement.
- Enhanced customer satisfaction with timely and accurate billing information, resolving disputes promptly and professionally.
- Assisted in the implementation of new billing software platforms, contributing to seamless transitions while minimizing downtime or user errors during adoption periods.
Customer Service Consultant II
City of Wilmington
01.2001 - 01.2006
- Provided guidance and monitored cashier staff of 6
- Completed payment processing, payment corrections, reversals, wire transfers and ACH
- Audited cashiers work for variances and balances of department for end of day processing
- Responded and assisted customers with account inquiries via phone and walk in service
- Resolved escalated customer inquiries by providing timely and effective solutions.
Education
Bachelor of Science - Business Administration -
Delaware State University
Dover, Delaware05.2000
Master of Science - Human Resource Management -
Wilmington University
New Castle, Delaware12.2024
Skills
- MS Office: Excel, PowerPoint, Access, Outlook
- People-Soft
- Kronos
- ADP
- Tyler Technologies- Munis Financials/CIS
- IDIS
- Web Reports Crystal Reporting
- SAP
Timeline
Assistant Community Services Administrator
New Castle County Government
07.2015 - Current
Human Resource Assistant
Quality Care Professional Services
07.2013 - 12.2020
Utility Billing Analyst
City of Wilmington
01.2006 - 01.2009
Assistant Utility Billing Supervisor
City of Wilmington
12.2001 - 07.2015
Customer Service Consultant II
City of Wilmington
01.2001 - 01.2006
Bachelor of Science - Business Administration -
Delaware State University
Master of Science - Human Resource Management -
Wilmington University
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