Kristina Robbins
Pineville,NC
Summary
Dynamic Billing Analyst with extensive experience at Charter Communications, excelling in SQL reporting and data analysis. Proven track record in project management and stakeholder engagement, driving efficiency and accuracy in billing processes. Recognized for fostering team collaboration and resolving complex issues, contributing to continuous improvement initiatives.
Overview
14
14
years of professional experience
Work History
Assoc Billing Analyst/CC Technology Ops
Charter Communications
Charlotte, NC
01.2021 - Current
- Providing access to billing and associated applications (including NICE, Snowflake, Ascendon, ACSR, Citrix, Micro Rumba and etc.) in relation to user access.
- Monitored the various application work queues for onboard and offboarding employees.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Identifying and monitoring any inaccuracy.
- Trained new team members on internal billing procedures, fostering a collaborative work environment for continuous improvement.
Billing Analyst III
Charter Communications
Charlotte, NC
01.2018 - 01.2021
- Conducts new hire training and mentor as needed.
- Assist with managing various application work queues.
- Project Management through BRF process.
- Monitor department ticketing work queues to ensure requests from Stakeholders are completed within 24-hour SLA.
Billing Analyst II
Charter Communications
Charlotte, NC
01.2017 - 01.2018
- Write and document adhoc SQL or Oracle Toad reports and pivot charts for senior leadership to meet deadlines for Enterprise projects (Node Standardization, Hub Validation, and Dwell Type Standardization).
- Build partnerships and work directly with Customer Operations, Engineering Design, Community Solutions, Technical Operations, and PAC to achieve daily billing changes.
- Conduct data analysis to solve complex problems and offers solutions based on billing system knowledge of company policy and department procedures to assist existing team members.
- Complete mass updates using Visual Basic Macros and Scripts to correct various House Screen fields in ICOMS and CSG.
Field Sales Support
Time Warner Cable
Charlotte, NC
01.2014 - 01.2016
- Handle escalation issues with the ability to analyze and solve complex problems.
- Manage order entry for Direct Sales Representatives using ICOMS and CSG billing system.
- Review orders for quality assurance to promote quality control.
- Knowledge of all Time Warner Cable products, services and product pricing.
- Experience using multiple systems to submit credits, process orders, escalate and follow up on system issues.
- Manage inbound and outbound calls while also partnering with Direct Sales Representatives.
- Provide follow up request for both customers and Direct Sales Representatives.
- Manage daily productivity reports to ensure performance metrics are met.
- Facilitate ICOMS testing.
Retail Sales Representative
Time Warner Cable
Charlotte, NC
01.2013 - 01.2014
- Provided excellent customer service while multitasking in the selection and purchase of products and services.
- Entered accurate data into billing system.
- Processed all payment transactions for customers.
- Retained customers seeking to disconnect or downgrade services through examining needs for TWC products and services.
Customer Care Professional
Time Warner Cable
Charlotte, NC
01.2011 - 01.2013
- Provide impeccable customer service to external and internal customers.
- Identify and work to complete failed provisioning orders in a timely manner.
- Find resolution with jeopardized Digital Phone Orders.
- Proactively work a daily truck roll to ensure orders in processing or invalid state are ready before a customer's scheduled appointment.
- Participate and contribute in PAC Focus Groups to assist in creating a new and easier way to work Digital Phone Invalid orders.
- Answer inbound calls request to assist Field Groups in resolving BCP issues.
- Utilize knowledge and understanding of all business products in a growing product environment.
Education
Associate of Arts - Business Administration
Central Piedmont Community College
CHARLOTTE, NC01.2003
Skills
- Microsoft Office Suite
- SQL reporting
- Application management
- Team collaboration
- Stakeholder engagement
- Data analysis
- Project management
- Dispute resolution
- Analytical thinking
- Research methodologies
- Problem-solving techniques
Awards
- Salutatorian, Central Piedmont Community College, 2003
- Customer Satisfaction Awards, Time Warner Cable, 2015
Timeline
Assoc Billing Analyst/CC Technology Ops
Charter Communications
01.2021 - Current
Billing Analyst III
Charter Communications
01.2018 - 01.2021
Billing Analyst II
Charter Communications
01.2017 - 01.2018
Field Sales Support
Time Warner Cable
01.2014 - 01.2016
Retail Sales Representative
Time Warner Cable
01.2013 - 01.2014
Customer Care Professional
Time Warner Cable
01.2011 - 01.2013
Associate of Arts - Business Administration
Central Piedmont Community College
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