Marlena Armstrong
Charlotte,NC
Summary
Detail-oriented and methodical Billing Analyst II with 20+ 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. Skilled in building client and vendor rapport and managing accounts to reduce outstanding balances. Hardworking and energetic with a passion for accuracy and efficiency.
Overview
22
22
years of professional experience
Work History
Billing Analyst II Enterprise - SMB
Charter Communication
11.2024 - Current
- Collaborate with vendors to discuss procurement needs, quality of items or services, current market prices, or delivery schedules
- Manage contract records to be easily accessible for auditing
- Streamline business processes through communicating with customer, via the telephone, e-mail correspondence or from a Case que to resolve complex billing disputes
- Identify competencies needed for monitoring and maintaining an up-to-date billing system –Salesforce/ICOMS
- Function as a team leader in cross departmental roles regarding dispute, quality assurance checks, processing customer invoice
- High degree of accuracy and efficiency in the reconciliation of accounts monthly
- Aggressively reduced errors through processing adjustments and credits
- Created standardization and eliminated redundancies, while generating and sending out monthly invoices (PDF or E-Bill)
- Responsible for creating detailed reports, pivot tables and summaries based on large amount of data
- Ensure that all process/procedures are fully documented and illustrated for auditing/training purpose
- Research and identify billing anomalies and work with eternal team to get corrected
- Act as a subject matter expert for billing and account receivable specialist.
ANALYST II – Carrier Services Finance Operations
Time Warner Cable
01.2008 - 12.2017
- Participated in Salesforce development calls for enhancement deployments
- Developed an in-house MS Access Database to maintain and streamline Adjustment submission process
- Create manual invoices monthly to assure accuracy of billing
- Monthly calls with vendors to work thru disputes
- Utilize a combined set of specific applications to prepare bills for audit in a timely manner.
ANALYST I – National Sales Finance Operations
Time Warner Cable
01.2002 - 12.2004
- Act as a primary operational liaison between the customer and vendors relative to deployment and ongoing support for telecommunication account
- Accountable to ensure total operational efficiency surrounding processes and procedures for order placement, order processing, order support and daily customer communication (end user or administrative) Ensure compliance with order documentation, installation, and billing procedures while maintaining the highest levels of customer satisfaction
- Dedicated Resource for assigned Account(s) and is the Primary Point of Contact for Escalation/Issues/Projects/Deployments
- Work together with the Provisioning team, Activations, Accounting, NOC and Engineering to own all operational aspects of the customer's service needs
- Acts as the single point of contact for assigned customers order servicing needs
- Participates in regular status meetings with the customer to review the quality of services delivered and identify any required service improvements
- Proactively Lead All Customer Projects Collaborate with sales to gather customer requirement, resolve customer problems questions, and handle requests for product information and price quotes
- Audit and conduct a monthly reconciliation of all vendor invoices using MS Access database
- Identify, investigate, and resolve billing discrepancies with vendors
- Analyze business data requirements and participate in the applications development cycle
- Initiated and developed procedures for Broadband from initial order through billing process
- Conceptualized and created an internal customer Broadband ordering system database using MS Access to manage and track the overall assigned orders, trouble tickets, and billing
- Assist accounting in Cost Analyst to be place on the GSA schedule
- Participate in proposal writing.
Education
Management Information Systems -
Penn State University
04.2000
Skills
- Salesforce
- Microsoft office package
- ICOMs
- CSG
- Oracle
- Ascertain
- Granite
- Data analysis
- UI Design
- Writing and editing
- Lean Six Sigma- (Yellow Belt)
- High knowledge of billing process and procedures
- Accounts Receivables and basic knowledge of accounting
- Customer Service
- Accounts Receivable
- Strong analytical, planning skills
- Multi-Project Management
- Cross-Functional Collaborations
- Ability to work independently
- Collections
- Billing Resolution
- Proficient in Excel
- Productivity Improvements
- Reconciliation
- Problem Solving
- Month-end close
Timeline
Billing Analyst II Enterprise - SMB
Charter Communication
11.2024 - Current
ANALYST II – Carrier Services Finance Operations
Time Warner Cable
01.2008 - 12.2017
ANALYST I – National Sales Finance Operations
Time Warner Cable
01.2002 - 12.2004
Management Information Systems -
Penn State University
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