LaKeisha Calhoun
Homewood,AL
Summary
Billing and customer service expert skilled in resolving discrepancies and enhancing workflows. Committed to maintaining accurate records and facilitating audits while improving customer interactions through effective problem resolution. Adept at using CRM tools to manage cases and ensure timely follow-up.
Overview
15
15
years of professional experience
Work History
Billing Specialist
American Water
06.2025 - Current
- Collaborated with cross-functional teams to ensure accurate billing and reduce errors.
- Managed customer account adjustments and payment processing tasks.
- Maintained accurate records of collections, adjustments and denials in the system.
- Resolved billing inquiries and discrepancies, enhancing customer satisfaction.
- Maintained detailed payment history records, facilitating audits and analysis.
Escalation Specialist
Pretty Official LLC (Home Depot)
Homewood , AL
12.2022 - 01.2026
- Resolved customer escalations through effective communication and problem-solving, resulting in increased customer retention.
- Liaised between customers and internal departments, streamlining resolution of complex issues and ensuring timely follow-up.
- Analyzed customer feedback to enhance service delivery methods, leading to improved customer satisfaction.
- Maintained detailed records of customer interactions, tracking progress toward resolution and documenting any necessary follow-up actions.
- Utilized CRM software efficiently to manage contacts, track case history, and schedule future touchpoints.
Customer Service Agent
Pretty Official LLC (Agero)
12.2022 - 09.2023
- Managed high volume of inbound calls to resolve customer inquiries.
- Coordinated client support efforts to ensure timely assistance.
- Documented details of each call to maintain accurate records.
- Responded to emergency calls for immediate assistance.
- Payment processing
- Helped clients navigate online systems within established frameworks to obtain services.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
Tier 2 Technical Support Specialist
Pretty Official LLC (Peloton)
03.2020 - 12.2022
- Manage escalated customer inquiries through calls, emails, and chat
- Resolved customer inquiries through phone, chat, and email support channels.
- Assisted in resolving customer software and hardware issues
- Diagnosed technical issues with Peloton hardware and software products effectively.
- Assisted customers in setting up and troubleshooting Peloton equipment remotely.
- Handled high volume of inbound customer calls, ensuring timely resolution of inquiries.
- Documented support cases in ticketing system, enhancing tracking and follow-up efficiency.
Team Leader
Denso Of North Carolina
04.2016 - 01.2020
- Led daily operations and ensured team adherence to safety protocols.
- Supervised team members in the wiring department and maintained quality standards and safety protocols.
- Monitored production processes and upheld product quality and compliance with safety regulations.
- Coordinated workflow and assigned tasks based on project priorities.
- Trained new employees on production processes and company standards.
Office Manager
Gaston Automotive
02.2012 - 02.2016
- Coordinated daily operational activities, ensuring seamless office function.
- Streamlined office processes, leading to more efficient workflows.
- Implemented organizational systems that improved office workflow and communication.
- Supervised administrative staff, fostering a collaborative and efficient team environment.
Education
No Degree - Business Management
Snead State Community College
Boaz, ALSkills
- Billing tools
- Payment processing systems
- Billing systems
- Invoice processing
- Payment posting
- Claims Processing
- Account reconciliation
- Customer Account Management
- Interdepartmental Coordination
- Dispute Management
- Problem resolution
- Compliance adherence
- CRM software utilization
Timeline
Billing Specialist
American Water
06.2025 - Current
Escalation Specialist
Pretty Official LLC (Home Depot)
12.2022 - 01.2026
Customer Service Agent
Pretty Official LLC (Agero)
12.2022 - 09.2023
Tier 2 Technical Support Specialist
Pretty Official LLC (Peloton)
03.2020 - 12.2022
Team Leader
Denso Of North Carolina
04.2016 - 01.2020
Office Manager
Gaston Automotive
02.2012 - 02.2016
No Degree - Business Management
Snead State Community College