Marivell Espinoza
Phoenix,AZ
Summary
A dedicated Billing Coordinator and Customer Service Representative with over 30 years of experience, committed to maintaining customer satisfaction and supporting company success. Known for an exceptional telephone presence, strong communication, and excellent interpersonal skills. A skilled listener, problem solver, and effective team leader, able to guide and mentor colleagues. Proven contributor of value to the organization, leveraging deep enterprise knowledge and transferable skills in customer service, data entry, and billing. Quick to learn and adapt to new processes, consistently delivering efficient, accurate, and productive results. Highlights
Overview
24
24
years of professional experience
Work History
Sr. Billing Coordinator
Republic Services, Inc.
01.2023 - Current
- Training new employees by providing step-by-step instruction on systems, and procedures to ensure they are fully prepared to perform their roles effectively.
- Manages newly implemented customer accounts, ensuring accurate and timely invoices in accordance with contract terms and company policies.
- Coordinate and lead customer meetings to review first invoices, clarify billing details, and resolve concerns to build strong client relationships and trust.
- Provide ongoing support to team members by assisting with invoice-related questions, troubleshooting issues, and ensuring consistent billing practices
- Reviews customer charges for accuracy prior to the closing of the billing cycle to ensure correct invoices and timely distribution
- Reviews and research into customer disputes, coordinating with relevant departments to validate claims and submitting approvals for billing adjustments when appropriate
Customer Service Associate
Kohl’s Department Store
01.2016 - Current
- Regularly stocked and maintained product inventory on sales floor.
- Assisted with jewelry counter sales when needed.
- Responsible for ringing up customers in a timely manner and guaranteed a high level of customer service.
- Fulfilled online merchandise orders upon request.
- Team player with department cleaning and maintenance.
- Continued
Billing Coordinator
Republic Services, Inc.
01.2019 - 01.2023
- Verify accuracy under customers account charges for billing accuracy and account research due to escalated charges.
- Generated and submitted invoices based upon established accounts receivable schedules and terms
- Supported Customer billing inquiry when needed for resolving customer issues.
- Submitting and processing credit and debit adjustments on customer accounts.
- Trained and mentored new team members in our billing process.
- Manage multiple books of business customers regarding the billing inquiry.
Customer Service Consultant
Republic Services, Inc.
01.2017 - 01.2019
- Provided support with empathy and professionalism, to escalate customer requests in a timely and accurate manner while always listening attentively to the customer’s needs to ensure a positive customer experience.
- Strived for a quick complaint resolution. Resolved problems on first call to avoid any further escalation due to service issues.
- Supported Customer Service Specialists when needed for resolving customer issues.
- Demonstrated a talent for effective communication and respect with customers of diverse backgrounds.
- Resolved billing inquiries and processed payments and deposits.
- Expanded sales with existing customers by maintaining a personal level of customer service.
- Developed relationships with key decisions makers and maintained effective relationships with customers.
- Proficient at handling demanding workloads and tasks in a highly intense work environment.
- Assisted in developing actions plans with management to build effective processes.
Customer Service Specialist
Republic Services, Inc.
01.2013 - 01.2017
- Provided first tier support to telephone and email inquiries from National customers.
- Initiated outbound calls to resolve moderately complex customer issues.
- Consistently logged and recorded customer interactions in an accurate manner.
- Effectively responded to customer requests, such as service issues, contract billing and equipment issues by involving cross-functional assistance to investigate and resolve matters.
- Supported Customer Service Representatives to help resolve customer issues.
Call Center Representative
Republic Services, Inc.
01.2010 - 01.2013
- Assisted in creating new commercial and residential accounts with concise data entry.
- Maintained excellent rapport with City of Anaheim regarding public works services.
- Processed payments for customers along with answering any billing questions or concerns.
- Backup for front desk receptionist.
Customer Service Representative
Cashcall Inc.
01.2006 - 01.2008
- Educated borrowers on terms and conditions.
- Handled incoming and outgoing calls.
- Troubleshooted and reviewed calls with customers regarding inquiries on accounts.
- Entered manual payments for customers and created new bank accounts.
Customer Service Representative
MBNA-Marketing Services
01.2002 - 01.2005
- Responsible for approving annual percentage rates for customers.
- Adjusted history on accounts and assessed fees.
- Processed balance transfers, direct deposits and enrolling customers in company programs to fit their needs.
Education
High School Diploma -
Los Amigos High School
01.1991
Skills
- Competent with PC Operating Systems
- Programs: Microsoft Office Suite: Word, Excel, Outlook (email and calendar), Web Portal, CRM Experience
- 60 Words Per Minute and 10-key proficient
Timeline
Sr. Billing Coordinator
Republic Services, Inc.
01.2023 - Current
Billing Coordinator
Republic Services, Inc.
01.2019 - 01.2023
Customer Service Consultant
Republic Services, Inc.
01.2017 - 01.2019
Customer Service Associate
Kohl’s Department Store
01.2016 - Current
Customer Service Specialist
Republic Services, Inc.
01.2013 - 01.2017
Call Center Representative
Republic Services, Inc.
01.2010 - 01.2013
Customer Service Representative
Cashcall Inc.
01.2006 - 01.2008
Customer Service Representative
MBNA-Marketing Services
01.2002 - 01.2005
High School Diploma -
Los Amigos High School
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