Kimberly Hillenburg
Springville,IN
Summary
Customer Relations expert excited to take on new roles with long-term growth and advancement potential. Dynamic problem solver and team player with first-rate skills in building relationships and resolving problems. Authorized to work in the US for any employer
Overview
15
15
years of professional experience
Work History
Customer Relations Representative
City of Bloomington Utilities
03.2021 - Current
- Managed customer accounts
- Responded to and resolved customer issues and inquiries
- Operated the cash drawer
- Assisted customers with questions
- Handled emails, inbound calls, and outbound calls
- Assisted customers with a warm and professional attitude
- Processed billing for waste and grease haulers
- Collected and posted payments
Collections Specialist
UDWI REMC
06.2015 - 03.2021
- Arranged for debt repayment and established repayment schedule based on customer finances
- Located and monitored overdue accounts using the billing system to begin the collections process
- Received payment and posted to appropriate customer accounts
- Remained calm, stayed professional, and provided exceptional service on all calls, even when interacting with disgruntled individuals
- Reviewed accounts to determine payment plan compliance
- Notified customers of delinquent accounts in an attempt to collect outstanding amounts
- Recorded and updated customer personal accounts with accurate contact information
- Processed payments over the phone and set up recurring drafts
- Generated and processed all final bills on customer accounts
- Processed adjustment requests for returned payments and overpayments
- Direct point of contact for collections agency
- Sent quarterly reports to collections agency for delinquent customers
Customer Service Representative
UDWI REMC
01.2013 - 06.2015
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Consulted with customers to determine the best solution to service and billing issues
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Documented conversations with customers to track requests, problems, and solutions
- Answered inbound calls and directed to designated individuals or departments
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor
- Determined charges for services requested, collected deposits or payments, or arranged for billing
- Create and maintain accurate customer records and files
- Address high usage complaints
Accounting Assistant
UDWI REMC
01.2011 - 01.2013
- Investigated and resolved discrepancies in monthly bank accounts
- Managed daily bookkeeping functions with attention to accounts receivable, accounts payable, banking reconciliation, and disbursements
- Prepared weekly payroll for hourly employees
- Posted and helped manage inventory
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files
Dispatcher/Customer Service
UDWI REMC
08.2008 - 01.2011
- Answered phones after hours
- Dispatched and oversaw multiple crews in the field
- Displayed strong telephone etiquette, effectively handling difficult calls
- Scanned and filed forms, reports, correspondence, and receipts
- Completed custodial rounds, including sweeping, vacuuming, glass cleaning, and trash collecting
- Promoted building security, locking doors and checking electrical appliances for safety hazards
- Restocked supplies, replacing toiletries, liners and soaps
- Handled and stored hazardous chemicals safely to prevent injury or illness
- Mopped and vacuumed floors and dusted furniture to maintain an organized, professional appearance
- Checked inventory for required supplies and made lists of needed cleaning products
Education
High School Diploma -
Bedford North Lawrence High School
Bedford, INSkills
- Credit and collections
- Records maintenance
- Records management
- Team-oriented
- Billing practices
- Account Reconciliation
- Accounting
- Accounts Payable
- Accounts Receivable
- Bookkeeping
- Phone Etiquette
- Bank Reconciliation
Timeline
Customer Relations Representative
City of Bloomington Utilities
03.2021 - Current
Collections Specialist
UDWI REMC
06.2015 - 03.2021
Customer Service Representative
UDWI REMC
01.2013 - 06.2015
Accounting Assistant
UDWI REMC
01.2011 - 01.2013
Dispatcher/Customer Service
UDWI REMC
08.2008 - 01.2011
High School Diploma -
Bedford North Lawrence High School
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