Summary
Overview
Work History
Timeline
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Lonnie Wai

Bonney Lake,WA

Summary

Detail oriented and highly organized Office Manager and Billing Analyst with over fifteen years of experience managing office operations and handling complex billing procedures. Adept at overseeing administrative tasks, coordinating office activities, and ensuring efficient workflow. Proven expertise in invoicing, accounts receivable, and financial record keeping. Skilled in using various office software and billing systems, with a strong ability to resolve discrepancies and ensure compliance with financial regulations. Excellent communicator and problem solver, committed to optimizing office efficiency and supporting team success.

Overview

18
18
years of professional experience

Work History

Senior Billing Analyst

Vaco, LLC
San Francisco , CA
01.2021 - Current
  • Serve as primary point of contact for Google leadership team. Prepare, issue and track invoices while ensuring accuracy and adherence to policies, deadlines and customer agreements.
  • Work cross functionally with gTech leadership team to prepare, audit, and submit invoices on a monthly basis. Ensure monthly invoices comply with contractual agreements.
  • Create, submit, and monitor each teams monthly financial reports to Google vendor managers. Address and resolve any discrepancies and customer billing inquires with Google's PACE Support. Ensure project workflows, bill rates, location, COLA, and contracts are aligned.
  • Validate each team's monthly roster to ensure accurate reflection of new hires, exits, leave of absences, and workflow allocation. Make adjustments as needed based on approved headcount and utilization.
  • Generate internal bill sheets and Google monthly standardized billing backup spreadsheets for all workflows. Submit billable information into Google's PACE OPEX tool.

Trust and Safety Training Specialist

VACO, LLC
San Francisco , CA
01.2020 - 01.2021
  • Developed training program - created comprehensive training materials and curricula focused on Trust and Safety policies, procedures, and best practices.
  • Conducted engaging and informative training sessions for existing domestic and international staff, and new hires.
  • Updated training content to keep training materials current with latest policies, regulatory changes, and industry trends related to Trust and Safety. Ensured training was aligned with company standards to maintain compliance and mitigate risk.
  • Created Standard Operating Procedures and offered ongoing support and mentorship to Content Moderators.

Support Engineer

VACO, LLC
Seattle, WA
04.2019 - 01.2021
  • Supervised offshore call center in the Philippines to support Google Opinion Rewards Audience Measurement.
  • Provided technical support to clients, troubleshooting hardware, and software-related issues.
  • Managed Buganizer (Google Issue Tracker) and ensured all support requests were addressed in accordance with SLA.
  • Maintained effective inventory control processes, which included inspecting and maintaining the quality of hardware.
  • Created knowledge base documents and Standard Operating Procedures.

Patient Services Coordinator II

Swedish Medical Center
Seattle , WA
04.2013 - 04.2019
  • Provided administrative support to physical therapist and other healthcare personnel.
  • Developed an efficient workflow for multiple locations and trained all new hires on policies and procedures.
  • Created plans for expense management, staffing, service, technology, and process improvements.
  • Managed patient intake and obtained insurance benefits, verifications, and referrals.
  • Coordinated insurance authorizations, collected co-payments and resolved discrepancies.
  • Adhered to HIPAA regulations when handling confidential patient information.

Teller Operations Specialist

Bank of America
San Francisco , CA
03.2006 - 12.2013
  • Supervised tellers and bankers to process transactions accurately and efficiently, in accordance with established policy and procedures, while building customer confidence and trust.
  • Ensured compliance procedures were followed to meet audit, banking center control and review standards, and federal regulations.
  • Audited tellers, vault, ATMs, and maintained inventory of the banking center's cash flow.
  • Assisted customers with wires, new accounts, closures, title changes, trusts, and small businesses.

Timeline

Senior Billing Analyst

Vaco, LLC
01.2021 - Current

Trust and Safety Training Specialist

VACO, LLC
01.2020 - 01.2021

Support Engineer

VACO, LLC
04.2019 - 01.2021

Patient Services Coordinator II

Swedish Medical Center
04.2013 - 04.2019

Teller Operations Specialist

Bank of America
03.2006 - 12.2013

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Lonnie Wai