Meghan Hansbrough

In my current role as a Customer Solutions Billing Specialist II, I acquired knowledge in leadership, creating and maintaining training documents, empathized with frustrated callers to de-escalate tense situations, provide customer solutions and train/mentor new employees between the billing center and technical center.

• Researched and resolved billing discrepancies to enable accurate billing.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Worked with multiple departments to check proper billing information.
• Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
• Strengthened client relationships through effective communication regarding billing issues and concerns.
• Maintained up-to-date knowledge of billing regulations and compliance requirements, ensuring adherence to legal standards.
• Collaborated with customers and internal teams to resolve disputes.
• Developed user-friendly billing guide for internal employees, improving their understanding and satisfaction with billing process.
• Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Reduced call resolution time through efficient problem-solving and communication skills.
• Consistently met or exceeded performance goals, contributing to the overall success of the call center.
• Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
• Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
• Participated in ongoing personal and developmental training sessions by taking over 100 courses in 2023, continuously enhancing product knowledge and customer service skills.
• Cross-trained and provided backup support for organizational leadership.
• Trained staff on operating procedures and company services.
• Sought ways to improve processes and services provided.
• Created and maintained a credit request document for billing support so that all credits can be tracked and allowed sales to provide all information necessary.
• Implemented and developed customer service training processes.
• Conducted training sessions for new hires, ensuring consistent level of service across team.
• Boosted team morale by consistently recognizing colleagues' contributions and achievements.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Collaborated with the collections manager to research, verify and submit credit request to be reviewed by a committee.
• Contributed to positive work environment by offering support and guidance to junior billing staff.
• Improved customer satisfaction with prompt and clear communication regarding their billing inquiries.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.