Lisa M Johnston
New Baltimore,NY
Summary
Billing professional with solid background in financial operations and client account management. Proven ability to streamline billing processes, ensure accuracy, and meet tight deadlines. Strong focus on team collaboration and delivering consistent results, adapting seamlessly to changing needs. Skilled in using billing software, resolving discrepancies, and maintaining strong client relationships.
Billing professional with strong record in managing financial transactions and maintaining accurate billing systems. Known for impactful improvements in billing accuracy and operational efficiency. Focused on team collaboration and achieving results, adaptable to changing needs, and reliable under pressure. Proficient in customer service and problem-solving, valued for precision and reliability.
Experienced with financial management, particularly in billing processes and accuracy. Utilizes strong customer service skills and problem-solving abilities to address and resolve billing issues effectively. Knowledge of billing systems and financial regulations ensures compliance and operational efficiency.
Diligent [Desired Position] with background in managing billing processes and ensuring accuracy in financial transactions. Successfully implemented billing procedures that streamlined operations and reduced discrepancies. Demonstrated expertise in customer service and problem-solving to resolve billing issues quickly and efficiently.
Successful at efficiently handling client inquiries, billing and administrative tasks. Familiar with contracts and other documents affecting billing processes. Prepares professional, polished statements, and business correspondence.
Detail-oriented and methodical [Job Title] offering [Number] years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance.
Efficient billing professional with [Number] years of experience. Productive and diligent with passion for resolving discrepancies through attention to detail and creative problem-solving. Passionate about perpetuating company values through impeccable work ethic and drive.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Overview
24
24
years of professional experience
Work History
Senior Billing Representative
American National Insurance Company
01.2012 - Current
- Identified areas for improvement within current systems and processes, contributing valuable input towards continuous departmental progress.
- Collaborated closely with sales teams on pricing strategies, leading to an increase in overall revenue growth.
- Reconciled payments received against outstanding invoices, maintaining detailed records of transactions.
- Coordinated monthly billing cycles to facilitate prompt payment from clients.
- Reviewed contracts thoroughly before entering into the billing system, ensuring adherence to agreed-upon terms.
- Assisted with the training of new team members on company-specific procedures and software applications.
- Maintained strong relationships with clients through effective communication and excellent customer service, resulting in high client retention rates.
- Developed customized reports for management to track key performance indicators related to revenue generation.
- Adapted quickly to changes in industry regulations and best practices, ensuring continued compliance within the organization.
- Negotiated payment terms with clients to maximize cash flow and minimize aging receivables.
- Managed complex client accounts, ensuring timely and accurate invoice generation.
- Monitored account activity regularly for early detection of potential credit risks or collection issues.
- Reduced billing errors by implementing a thorough review process for all invoices.
- Conducted regular audits of the billing database to maintain data integrity and accuracy.
- Served as a subject matter expert on regulatory compliance issues pertaining to billing practices within the industry.
- Worked proactively with clients experiencing financial difficulties by creating mutually agreeable payment plans.
- Collaborated with other departments to resolve billing discrepancies, resulting in improved customer satisfaction.
- Provided support during financial audits by supplying necessary documentation and responding promptly to inquiries.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Responded to customer concerns and questions on daily basis.
- Used data entry skills to accurately document and input statements.
- Handled account payments and provided information regarding outstanding balances.
- Audited and corrected billing and posting documents for accuracy.
- Collaborated with customers to resolve disputes.
- Utilized various software programs to process customer payments.
- Monitored outstanding invoices and performed collections duties.
- Maintained accurate records of customer payments.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
- Processed vendor and supplier payments on weekly basis.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Reconciled accounts receivable to general ledger.
- Verified accuracy of accounts payable payments, resulting in [Number]% reduction in payment errors and check reissues.
Call Center Representative
American National Insurance Company
02.2006 - 01.2012
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Identified and resolved discrepancies and errors in customer accounts.
Records Clerk
Village of Ravena Police Department
06.2001 - 03.2006
- Assisted with typing, data entry, and answering incoming calls as required.
- Maintained accuracy of records by verifying accuracy of data in records.
- Destroyed records in line with retention schedules to protect confidential information and comply with regulations.
- Generated reports from database systems to track records.
- Safeguarded sensitive information by enforcing strict security protocols and monitoring access to critical files.
- Followed established policies and procedures to maintain compliance with regulations.
- Enhanced accuracy in data entry tasks by consistently adhering to quality control measures and promptly addressing errors.
- Updated records with new information.
- Sorted all paperwork and documents alphabetically and according to dates and significance.
- Created and maintained electronic filing system for quick and easy retrieval of records.
- Maintained a high level of customer satisfaction by promptly addressing inquiries and concerns related to records access and usage, demonstrating a commitment to excellent service.
- Provided excellent customer care by responding to inquiries and requests for information.
- Followed confidentially regulations to maintain privacy.
- Enhanced office productivity with streamlined record-keeping processes, ensuring timely access to essential data.
- Participated in regular reviews of record management policies, offering valuable input based on firsthand experience working with the system daily.
- Expedited response times for customer inquiries by maintaining well-organized files and utilizing advanced search techniques when locating necessary information.
- Utilized document imaging software to index, store and retrieve records.
- Reduced retrieval times for critical information by maintaining an updated and accurate database of records.
- Maintained confidentiality and integrity of records, by enforcing strict access controls and monitoring.
- Improved record-keeping accuracy, by conducting thorough verifications of incoming documents for completeness and correctness.
- Coordinated with different departments to ensure timely and accurate records updates, improving inter-departmental communication and efficiency.
- Streamlined communication with external agencies for records verification, improving turnaround times for external requests.
- Enhanced customer service by providing prompt and accurate records retrieval upon request.
- Archived and disposed of documents according to established policies.
- Compiled, sorted and filed high volume of documents.
- Identified and resolved filing discrepancies.
- Operated office equipment to scan and copy documents.
- Retrieved file information and made copies for authorized users.
- Classified files based on source, type or other details.
- Maintained organized filing system to facilitate easy retrieval of documents.
- Created reports, correspondence and spreadsheets with Microsoft Office programs.
Education
No Degree - Cosmotology
Capital Region BOCES
Albany, NY06-1986
Skills
- Effective problem solving
- Time management mastery
- Process improvement strategies
- Conflict resolution techniques
- Client retention strategies
- Expert billing knowledge
- Team leadership experience
- Strong communication
- Proficient in billing software
- Quality assurance monitoring
- Customer service
- Problem-solving
- Attention to detail
- Multitasking and organization
- Team collaboration
- Verbal and written communication
- Insurance verification
- Data entry proficiency
- Conflict resolution
- Invoice processing
- Accounts receivable management
- Account reconciliation
- Dispute resolution
- Audit procedures
- Payment posting
- Data research
- Statement processing
- Insurance confirmation
- Billing dispute resolution
- Billing cycle management
- Teamwork
- Teamwork and collaboration
- Time management
- Multitasking
- Multitasking Abilities
- Customer service support
- Reliability
- Active listening
- Effective communication
- Customer relations
- General accounting
- Professional communication
- Adaptability and flexibility
- Payment scheduling
- Microsoft office
- Paperwork and documentation
- Team building
- Deadline oriented
- Task prioritization
- Payment transactions
Timeline
Senior Billing Representative
American National Insurance Company
01.2012 - Current
Call Center Representative
American National Insurance Company
02.2006 - 01.2012
Records Clerk
Village of Ravena Police Department
06.2001 - 03.2006
No Degree - Cosmotology
Capital Region BOCES
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