Summary
Overview
Work History
Education
Skills
References
Accomplishments
Affiliations
References
Timeline
Generic

Mia Alexander

Atlanta,USA

Summary

Seasoned professional with over a decade of diverse experience in case processing, licensing management, client relations, and billing supervision. My experience extends to overseeing billing operations as a Billing Supervisor, where I managed high-revenue projects and led process improvements resulting in increased efficiency and accuracy. With a proven track record in managing complex processes, resolving discrepancies, and driving operational improvements, I am committed to leveraging my skills to deliver exceptional results and drive organizational success.

Overview

24
24
years of professional experience

Work History

Case Processing Analyst II

RIVA Solutions Inc.
Remote
05.2024 - Current
  • Assessing employer filing and supporting documentation against applicable statutory and regulatory requirements
  • Applying knowledge of a range of immigrant and non-immigrant related laws, regulations, legal decisions, principles, and methods applicable to the visa program sufficient to produce accurate and substantive recommendations for labor certification determination; reviewing applications for completeness, absence of obvious errors or inaccuracies, and compliance with applicable regulatory requirements
  • Maintaining administrative case file documentation in an organized and accurate manner
  • Preparing a variety of documents, correspondences, and reports using word processing, spreadsheet, and database software
  • Conducting integrity reviews, audit examinations, supervised recruitment, and prevailing wage determinations
  • Complying with all applicable immigration laws, Federal regulations, program and policy guidance and standard operating procedures
  • Providing recommendations to Federal staff regarding the disposition of each application that is fully supported by the case documentation.

Case Processing Analyst II

HeiTech Services
Remote
03.2022 - 04.2024
  • Assessing employer filing and supporting documentation against applicable statutory and regulatory requirements
  • Applying knowledge of a range of immigrant and non-immigrant related laws, regulations, legal decisions, principles, and methods applicable to the visa program sufficient to produce accurate and substantive recommendations for labor certification determination; reviewing applications for completeness, absence of obvious errors or inaccuracies, and compliance with applicable regulatory requirements
  • Maintaining administrative case file documentation in an organized and accurate manner
  • Preparing a variety of documents, correspondences, and reports using word processing, spreadsheet, and database software
  • Conducting integrity reviews, audit examinations, supervised recruitment, and prevailing wage determinations
  • Complying with all applicable immigration laws, Federal regulations, program and policy guidance and standard operating procedures
  • Providing recommendations to Federal staff regarding the disposition of each application that is fully supported by the case documentation.

Process Analyst / Licensing Manager

DS Services of America
Atlanta, USA
05.2021 - 08.2021
  • Managed the acquisition and renewal of over 200 business licenses and permits, ensuring compliance with local, state, and federal regulations
  • Coordinated with regulatory agencies to submit license applications, resolve issues, and stay updated on changes in licensing laws
  • Developed and implemented licensing strategies to support company expansion and operational changes, resulting in a 25% improvement in timely license acquisition
  • Conducted internal audits to verify the validity and compliance of licenses, reducing compliance issues by 40% and ensuring adherence to regulatory requirements
  • Maintained detailed records of all licensing documents and activities, improving document retrieval efficiency and ensuring accurate reporting
  • Prepared and submitted reports to regulatory agencies, including compliance documentation and renewal applications, meeting all deadlines
  • Provided training and support to internal teams on licensing requirements and compliance procedures, enhancing overall regulatory knowledge across departments
  • Resolved licensing issues and discrepancies, acting as a liaison between the company and regulatory bodies to address and rectify any problems promptly
  • Monitored industry trends and regulatory changes, adapting licensing strategies to remain compliant with evolving regulations
  • Designed and updated training documentation to reflect changes in company policies and procedures, ensuring up-to-date content and compliance with industry standards
  • Drafted and implemented training guides and standard operating procedures (SOPs) that enhanced employee performance and compliance with regulatory standards.

Client Relationship & Resolution Specialist

DS Services of America
Atlanta, USA
10.2019 - 04.2021
  • Managed Key and National customer accounts, ensuring high client retention by overseeing account management from initial setup through resolution of issues for satisfactory outcomes
  • Developed and implemented collection strategies for outstanding accounts receivable (A/R) of key accounts with balances exceeding $200K, improving recovery rates by 65%
  • Customized billing formats to facilitate a 100% onboarding rate for key customers, enhancing the accuracy and efficiency of billing processes
  • Analyzed and assessed proposed system changes, evaluating their impact on users and providing recommendations to optimize system performance
  • Acted as a liaison between sales teams, external customers, and internal stakeholders, fostering long-term client relationships and ensuring smooth communication
  • Prepared analytical reports detailing the overall condition of assigned accounts, providing insights that informed strategic decision-making and account management
  • Performed data entry and research to troubleshoot and resolve customer issues, gather necessary information, and ensure accurate and timely responses
  • Managed the onboarding experience and customer support journey for new clients, ensuring a seamless integration process and high levels of client satisfaction
  • Served as a liaison between internal business units to deliver appropriate business solutions and strategies tailored to client needs
  • Executed onboarding training programs, monitored progress, and adjusted schedules and topics as necessary to maintain advisor satisfaction and effectiveness
  • Collaborated with the acquisition team to address and resolve outstanding balances from acquired accounts
  • Worked closely with cross-functional teams to develop strategies for managing and collecting acquired receivables
  • Developed and implemented action plans in conjunction with the acquisition team to address and resolve financial discrepancies from acquired accounts, achieving a 5% decrease in unresolved balances.

Billing Supervisor

DS Services of America
Atlanta, USA
08.2017 - 09.2019
  • Created and managed invoices for projects generating over $2M in monthly revenue, ensuring accuracy and timeliness in billing processes
  • Conducted interviews for potential new hires, contributing to the recruitment and selection process by evaluating candidates’ skills and fit for the team
  • Collaborated with other departments on the appropriation of Purchase Orders and managed tax exemption certificates, ensuring compliance with company policies and regulatory requirements
  • Analyzed and assessed proposed system changes, evaluating their impact on users and recommending adjustments to optimize system functionality and user experience
  • Resolved issues related to project management, client requests, and project accounting by designing and implementing efficient billing processes, enhancing overall project and financial management
  • Implemented process improvements in the billing system to handle project accounting and client requests effectively, contributing to 25% increased efficiency and accuracy in invoicing
  • Developed and executed billing methods and procedures to address and resolve client and project accounting concerns, leading to improved accuracy and client satisfaction
  • Supervised accounts receivable (A/R) operations, including the management of billing processes, collections, and reconciliation using advanced spreadsheet tools
  • Supervised multiple teams across accounts receivable (A/R) spreadsheet billing, credit memos, and third-party billing, ensuring seamless coordination and efficiency in each area
  • Led a team of billing specialists, providing training, support, and performance evaluations to ensure accurate and timely processing of invoices and payments
  • Conducted regular performance reviews and offered feedback to ensure high standards of accuracy and customer service across all billing functions
  • Developed and maintained comprehensive A/R spreadsheets, tracking outstanding invoices, payment schedules, and account statuses to ensure accurate financial records
  • Implemented and monitored billing procedures, resulting in a 45% decrease in billing errors and improved efficiency in the A/R department
  • Conducted regular audits of A/R spreadsheets to verify accuracy, identify discrepancies, and ensure compliance with company policies and accounting standards
  • Supervised third-party operations, managing relationships with external vendors to ensure seamless coordination and compliance with company standards
  • Implemented process improvements within third-party operations, addressing issues and optimizing workflows to enhance overall performance and reduce operational costs
  • Developed and maintained strong relationships with third-party vendors, resolving conflicts and ensuring effective communication to support business objectives
  • Led cross-functional teams in addressing third-party operational challenges, collaborating with internal departments to align strategies and solutions
  • Prepared and presented performance reports on third-party operations to senior management, providing insights and recommendations for strategic decisions
  • Oversaw the credit memo team, ensuring accurate issuance and reconciliation of credit memos to resolve discrepancies and maintain customer satisfaction
  • Oversaw the resolution of billing disputes and discrepancies, working closely with customers and internal teams to address issues and maintain positive relationships
  • Directed third-party billing operations, coordinating with external and internal entities to ensure accurate and timely billing and resolving any issues or disputes
  • Generated and analyzed A/R reports, providing insights into payment trends, overdue accounts, and collection effectiveness to support strategic decision-making
  • Collaborated with other departments (e.g., sales, finance) to streamline billing processes and integrate A/R data with broader financial systems
  • Streamlined inter-team communication to improve the resolution of billing-related issues and enhance overall operational efficiency
  • Tracked and reported on key performance indicators (KPIs) related to accounts receivable, such as days sales outstanding (DSO) and collection ratios, to drive performance improvements.

Key Customer Care Lead (Quality Assurance Coach)

DS Services of America
Atlanta, USA
06.2016 - 08.2017
  • Led and managed a team of customer service representatives, providing guidance and support to ensure high-quality service and adherence to company standards
  • Managed a team of 41 customer service representatives, focusing on improving effectiveness and achieving customer service goals through targeted mentoring, training, and career development initiatives
  • Directed third-party billing operations, coordinating with external and internal entities to ensure accurate and timely billing and resolving any issues or disputes
  • Functioned in a consultative role, translating business priorities into actionable strategies, and driving team performance to meet and exceed customer service objectives
  • Monitored and evaluated customer service interactions, providing ongoing feedback and support to ensure high standards of service delivery and continuous improvement
  • Developed and delivered comprehensive training programs, enhancing team skills and knowledge, leading to improved service quality and employee performance
  • Created and processed invoices manually, calculating units of measure such as travel, labor, and parts, ensuring accuracy in billing and timely payment
  • Developed and implemented evaluation processes for staff performance, resulting in a 100% improvement in performance ratings and overall team effectiveness
  • Implemented and monitored quality assurance programs, including developing and applying criteria for evaluating customer interactions and service delivery
  • Conducted regular performance reviews and coaching sessions, identifying areas for improvement and providing actionable feedback to enhance individual and team performance
  • Developed and delivered training programs on customer service best practices, product knowledge, and effective communication techniques to elevate team competency and performance
  • Reviewed and analyzed customer feedback and service metrics, using data to identify trends, address performance issues, and implement targeted improvements
  • Created and maintained quality assurance documentation, including evaluation forms, performance reports, and training materials to support ongoing quality initiatives
  • Collaborated with management to develop and refine service standards, ensuring alignment with company goals and customer expectations
  • Supervised third-party operations, managing relationships with external vendors to ensure seamless coordination and compliance with company standards
  • Implemented process improvements within third-party operations, addressing issues and optimizing workflows to enhance overall performance and reduce operational costs
  • Developed and maintained strong relationships with third-party vendors, resolving conflicts and ensuring effective communication to support business objectives
  • Resolved complex customer issues and escalations, acting as a point of contact for challenging cases and providing solutions to enhance customer satisfaction
  • Monitored and ensured compliance with company policies and regulatory requirements, maintaining high standards of service and operational integrity
  • Implemented process improvements based on quality assurance findings, leading to a 50% increase in customer satisfaction scores and a 75% reduction in service errors.

Key Customer Care Agent

DS Services of America
Atlanta, USA
08.2012 - 06.2016
  • Managed high-priority customer interactions, providing timely and effective solutions to inquiries and complaints, ensuring a high level of customer satisfaction
  • Handled a high volume of customer communications, including email correspondence and phone calls, ensuring prompt and professional responses to all inquiries
  • Resolved complex customer issues through thorough investigation and effective communication, maintaining positive relationships and enhancing customer loyalty while reducing repeat issues by 95%
  • Utilized Oracle systems to track customer interactions, manage case progress, and record detailed notes for accurate follow-up and reporting
  • Provided product and service information, addressing customer needs and offering recommendations based on their requirements and preferences
  • Created and managed customer accounts in Oracle, ensuring accurate data entry and maintenance to support effective account management and billing processes
  • Entered and processed credit memos into the Oracle system, verifying accuracy and ensuring timely application to customer accounts to facilitate proper adjustments
  • Recorded debit memos in Oracle, coordinating with finance and billing teams to resolve discrepancies and maintain accurate financial records
  • Entered Purchase Orders (POs) into Oracle, ensuring correct details and compliance with company policies for efficient procurement and inventory management
  • Processed tax exemption information in Oracle, validating and applying exemptions correctly to ensure compliance with regulatory requirements and accurate billing
  • Executed customer service best practices, including active listening, empathy, and problem-solving, to deliver exceptional support and exceed performance targets
  • Handled escalated cases and high-value accounts, ensuring swift resolution and maintaining a professional demeanor under pressure
  • Followed up with customers to ensure resolution and satisfaction, proactively identifying opportunities to improve service and address recurring issues
  • Collaborated with cross-functional teams, such as sales, technical support, and billing, to resolve issues and provide comprehensive solutions
  • Maintained up-to-date knowledge of products, services, and company policies to deliver accurate information and support to customers.

Paraprofessional

Fairfax County Public Schools
Dunn Loring, VA
09.2007 - 06.2012
  • Developed and implemented strategies to assist ESL (English as a Second Language) families, helping them overcome language barriers and support their children’s academic development effectively
  • Designed and facilitated training programs for staff on effective in-home and classroom strategies to engage ESL families, enhancing overall program efficacy and teacher readiness
  • Prepared and organized materials for meetings with ESL families and educators, ensuring all necessary resources were available and tailored to address specific needs and concerns
  • Coordinated with parents to provide guidance and resources on how to assist their preschool-aged children with language development and academic tasks, fostering a supportive learning environment
  • Monitored and evaluated the effectiveness of ESL programs and interventions, making data-driven adjustments to improve outcomes for children and families
  • Facilitated workshops and informational sessions for parents, offering practical advice and tools to support their children’s educational journey and improve language skills
  • Organized and maintained appointment records, tracking and updating scheduling information to ensure accurate and up-to-date records for [specific purpose, e.g., meetings, consultations].

Head Vault Teller

Bank One/ Chase
New Orleans, LA
10.2000 - 04.2005
  • Assessed clients' financial situations to develop and recommend strategic financial planning solutions, enhancing client satisfaction and financial well-being
  • Maintained daily cash drawer with high accuracy for teller line transactions, achieving a 99% accuracy rate in cash handling and settlement
  • Received multiple awards for top sales performance in the district, consistently surpassing sales targets and demonstrating strong product knowledge
  • Collaborated with the investment team to develop and implement strategies aimed at achieving branch product sales goals, contributing to a 15% increase in sales revenue
  • Coordinated with team members to identify and target key customer segments, resulting in a 40% improvement in product uptake and overall branch performance
  • Participated in regular sales meetings and strategy sessions, providing insights and feedback to align efforts with branch objectives and enhance team productivity
  • Assisted customers with various transactions, including deposits, loan payments, credit card payments, and fund disbursements from checking and savings accounts, ensuring efficient and accurate service
  • Managed and settled ATM transactions, handling cash replenishment and reconciliation to ensure smooth operation and accurate balance
  • Managed drive-thru window operations, providing prompt and efficient service to customers while ensuring a high level of accuracy in processing transactions and handling cash
  • Escorted clients to safety deposit boxes, providing personalized assistance and ensuring secure access to their valuables while maintaining high standards of customer service and confidentiality
  • Processed and sold surety bonds, including preparing documentation, explaining bond terms, and completing transactions
  • Cashed surety bonds, ensuring accurate verification of bond details and customer identification, and processing payments in compliance with financial regulations
  • Managed vault operations, including overseeing cash handling, secure storage, and accurate record-keeping to ensure compliance with bank policies and regulatory requirements
  • Trained vault tellers and other staff members, providing guidance on best practices for cash handling, security procedures, and customer service
  • Conducted daily vault reconciliations, ensuring that cash and coin counts matched records, and investigated and resolved discrepancies promptly
  • Authorized and processed large cash transactions, including withdrawals and deposits, while adhering to security protocols and maintaining confidentiality
  • Coordinated cash deliveries and pickups with armored car services, ensuring timely and accurate transfer of funds while managing scheduling and logistics
  • Prepared detailed reports on vault activity, including transaction summaries and cash flow analysis review by bank management
  • Ensured compliance with banking regulations and internal policies, conducting regular audits and implementing corrective actions as needed to maintain operational integrity
  • Provided exceptional customer service by addressing customer inquiries and resolving issues related to cash handling and vault transactions in a professional and efficient manner
  • Settled credit card machines at the end of each day, reconciling transaction data with merchant reports to ensure accuracy and resolve discrepancies promptly
  • Conducted end-of-day reconciliation for both credit card and cash transactions, identifying and addressing any variances to maintain financial integrity.

Education

Bachelor’s in Business Administration (BBA) -

University of Phoenix
03-2010

Skills

  • Project management
  • Regulatory Compliance & Documentation Management
  • Case Processing & Analysis
  • Client Relationship Management
  • Process Improvement & Efficiency
  • Data Analysis & Reporting
  • Written communication
  • Licensing & Regulatory Affairs
  • Billing & Financial Management
  • Training & Development
  • Problem Solving & Dispute Resolution
  • Methodology / process implementation
  • Microsoft Office
  • Vlookup/ Pivot Tables
  • Advanced Excel
  • Lotus Notes
  • 3rd Party Portals
  • Ariba
  • Coupa
  • Corrigo
  • Tungsten
  • Exostar
  • SAP
  • ADP
  • Attention to Detail
  • Time Management
  • Active Listening
  • Critical Thinking

References

Available upon request.

Accomplishments

  • Green Bat Customer Service Award, DS Services Inc., 2016
  • Outstanding Efforts and Dedication Award, Maryland State Department of Education; 2010
  • Outstanding Service, Fairfax County Headstart Program, 2008/2009
  • Editor’s Choice Award, International Library of Poetry, 2006
  • Teller of the Year/Top Sales in District, Bank One/Chase, New Orleans, LA, 2004

Affiliations

  • Treasurer of Key Accounts Social Club, 2016
  • Share Program of Northern Virginia, 2010/2011
  • Treasurer of Social Committee for Dept. of Communications, 2009
  • Fairfax County Public Schools studies, 2007/2008

References

References available upon request.

Timeline

Case Processing Analyst II

RIVA Solutions Inc.
05.2024 - Current

Case Processing Analyst II

HeiTech Services
03.2022 - 04.2024

Process Analyst / Licensing Manager

DS Services of America
05.2021 - 08.2021

Client Relationship & Resolution Specialist

DS Services of America
10.2019 - 04.2021

Billing Supervisor

DS Services of America
08.2017 - 09.2019

Key Customer Care Lead (Quality Assurance Coach)

DS Services of America
06.2016 - 08.2017

Key Customer Care Agent

DS Services of America
08.2012 - 06.2016

Paraprofessional

Fairfax County Public Schools
09.2007 - 06.2012

Head Vault Teller

Bank One/ Chase
10.2000 - 04.2005

Bachelor’s in Business Administration (BBA) -

University of Phoenix

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Mia Alexander