LaQuana Matthews
Bread Financial
Mont Belvieu,TX
17
years of professional experience
Dedicated and detail-oriented professional with experience and skills suited for customer service, account representative, billing, and administrative support roles. Strong communication, organization, and problem-solving abilities, with a focus on providing excellent customer service, maintaining accurate records, processing billing information, and managing account inquiries efficiently. Committed to ensuring customer satisfaction, supporting daily operations, and utilizing retention strategies in a productive and professional work environment.
Work History
Administrative & Customer Support Specialist
10 Years 6 Months- Managed customer accounts, inquiries, and service requests to ensure customer satisfaction and retention.
- Identified account cancellation risks and utilized retention strategies to maintain customer relationships.
- Processed billing transactions, payments, refunds, and account adjustments.
- Resolved billing discrepancies, payment concerns, and account-related issues.
- Reviewed account histories, updated customer records, and maintained accurate documentation.
- Assisted with account changes, service renewals, and payment arrangements.
- Performed administrative duties, including data entry, document management, filing, and report preparation.
- Maintained customer information in CRM systems and internal databases.
- Communicated with customers via phone, email, and online platforms to provide timely resolutions.
- Coordinated with internal departments to resolve escalated issues and support daily operations.
- Followed company policies, confidentiality requirements, and quality assurance standards.
Customer Service & Billing Representative
3 Years- Facilitated customer payments through online portals, debit/credit cards, and electronic payment systems.
- Set up recurring payments, processed payment arrangements, and explained payment options.
- Monitored overdue accounts, followed up on outstanding balances, and assisted with past-due payments.
- Reviewed billing statements and investigated payment discrepancies to ensure accurate account balances.
- Verified customer information and completed account updates in internal systems.
- Assisted with account activations, service modifications, renewals, and account maintenance.
- Processed service requests, submitted account forms, and maintained organized digital records.
- Tracked customer cases, documented resolutions, and managed follow-up communications.
- Prepared account reports, verified transaction details, and supported routine administrative workflows.
- Educated customers on billing cycles, payment deadlines, account policies, and service procedures.
- Collaborated with billing and account management teams to resolve complex customer concerns.
- Maintained productivity standards, data accuracy, confidentiality, and customer service quality in a fast-paced environment.
Customer Care & Billing Specialist
3 Years 2 Months- Followed company policies, data privacy standards, and quality assurance procedures.
- Responded to customer inquiries via phone, email, and online chat.
- Resolved customer concerns, billing disputes, and account issues professionally.
- Processed payments, invoices, refunds, and billing adjustments.
- Maintained accurate customer records and updated account information.
- Reviewed account balances, payment histories, and billing statements.
- Assisted customers with account changes, service requests, and payment arrangements.
- Researched discrepancies and provided timely resolutions.
- Documented customer interactions and case updates in CRM systems.
- Explained billing procedures, account policies, and service options.
- Managed multiple customer requests while maintaining accuracy and service quality.
Skills
Customer Service & Client Relations
Account Management
Billing & Invoice Processing
Administrative Support
Data Entry & Record Keeping
Payment Processing
Account Reconciliation
Problem-Solving
Microsoft Office
Communication Skills
Time Management & Organization
Customer Issue Resolution
Timeline
Administrative & Customer Support Specialist
Bread Financial
03.2016 - 09.2026Read More
Customer Service & Billing Representative
Netfor Inc
03.2013 - 03.2016Read More
Customer Care & Billing Specialist
Alorica
01.2010 - 03.2013Read More