Latresia Twyman
Akron
Summary
Highly proficient Senior Customer Accounting Associate with demonstrated customer service skills. Great interpersonal and communication skills to effectively handle multiple tasks in a fast-paced environment. Professional in accounting field with proven ability to manage financial records and processes efficiently.
Overview
13
13
years of professional experience
Work History
Senior Customer Accounting Associate-Remittance
First Energy
Akron, Ohio
12.2023 - Current
- Maintain a high level of confidentiality and professionalism when handling sensitive financial information, promoting trust among clients and colleagues.
- Improve cash flow management with timely entry of payments that posted incorrectly.
- Handle day-to-day accounting processes to drive financial accuracy.
- Resolve customer payment issues that are submitted from the Contact Center through telememos.
Senior Customer Service Representative/START Coach
First Energy
Akron, Ohio
04.2015 - 12.2023
- Took over 50 customer calls per day regarding a variety of subject matters, including: Billing issues, starting or stopping service, payment options, theft of service, and identify theft situations.
- Resolve issues related to unbilled usage in order to retain company revenue.
- Learned and maintained in-depth understanding of processes and procedures to offer knowledgeable and educated responses to diverse customer questions.
- Trained and directed new hires to learn proper call taking skills and how to efficiently handle calls.
Property Claims Adjuster
Homesite Insurance
Akron, Ohio
02.2013 - 02.2015
- Compiled detailed reports summarizing findings from investigations to support claims resolution.
- Coordinated and managed field investigations, outside engineers, contractors and cause and origin experts.
- Developed and maintained working relationships with independent adjusters and contractors to assist in prompt claims handling.
- Coordinated field investigations with engineers, contractors, and cause and origin experts to ensure thorough claim evaluations.
- Prepared reports of findings of investigations.
- Negotiated claim settlements and advised on litigation options for unresolved claims.
Education
Bachelor of Arts - Criminal Justice
Kent State University
Kent, OH08-2008
High School Diploma - undefined
Buchtel High School
Akron, OH06-2002
Skills
- Payment resolution
- Payment processing accuracy
- Payment reconciliation
- Database Management
- Reconciliation procedures
- CRM/SAP
- Payment processing
- Coaching and mentoring
Timeline
Senior Customer Accounting Associate-Remittance
First Energy
12.2023 - Current
Senior Customer Service Representative/START Coach
First Energy
04.2015 - 12.2023
Property Claims Adjuster
Homesite Insurance
02.2013 - 02.2015
High School Diploma - undefined
Buchtel High School
Bachelor of Arts - Criminal Justice
Kent State University