Mickey Conrad
Orange,CA
Summary
Detail-oriented and results-driven Billing Manager with extensive experience in customer service, financial management, and risk assessment. Adept at analyzing case details, negotiating settlements, and training new employees. Skilled in using multiple CRM systems, optimizing workflows, and ensuring compliance with legal and internal policies. Passionate about technology, including computer building, troubleshooting, and software proficiency.
Overview
6
6
years of professional experience
Work History
Billing Manager
United Tax Defense
Costa Mesa, CA
12.2023 - 02.2025
- Ensured company compliance with legal requirements, internal policies, and risk management procedures in collaboration with management.
- Handled inbound and outbound client calls regarding payments, account concerns, and plan amendments, including rescheduling missed payments.
- • Trained new hires and supported team members via chat with questions, feedback, and technical assistance.
- • Reviewed case details and evidence to assess claim strengths, risks, and potential outcomes.
- Created negotiation strategies based on clients’ goals and legal standing; prepared for counteroffers and settlement terms.
- Drafted and reviewed settlement agreements to ensure clarity, enforceability, and adherence to deadlines.
- Utilized multiple CRM systems and dialers to manage client interactions and maintain accurate records.
Jr. Affiliate Coordinator
Clarity Debt Resolution
Irvine, CA
12.2020 - 12.2023
- Handled outbound calls to assist with NSF payments, settlement offers, and payment plan amendments, including one-time or recurring draft changes.
- • Uploaded and processed legal documents while efficiently fulfilling various client email requests.
- Provided support to teammates via chat and in-house, assisting with questions, escalations, and the de-escalation of client calls.
- • Trained new employees and helped onboard them by offering guidance on company processes and best practices.
- Pulled and reviewed credit reports to support negotiations and affiliate requests.
- Customized support for affiliates using Excel and Discord, tailoring services to their specific needs.
- • Maintained accurate logs for completed hold releases and commission verification processes.
- Participated in biweekly and monthly Zoom meetings with CRM, VP, and payment processors to ensure smooth operations and issue resolution.
Customer Service Manager
Prestige Auto & Home Warranty
Irvine, CA
01.2019 - 08.2022
- Delegated work to staff, setting priorities and goals.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted research and reviewed findings to solve customer issues.
- Review of earned commissions and confirmation that they cleared.
- Authorization of refunds.
- De-escalation of calls.
Education
High School Diploma -
Timberland High School
Wentzville, MO05-2011
Skills
- Computer building and troubleshooting
- CRM systems and dialers
- Microsoft Office (Word, Excel) and Google Workspace (Docs, Sheets, Email, Chat)
- Adaptability and quick learning
- Process improvement and workflow optimization
- Strong attention to detail and organization
- Excellent communication and customer service skills
- High-speed, accurate typing proficiency
References
References available upon request.
Timeline
Billing Manager
United Tax Defense
12.2023 - 02.2025
Jr. Affiliate Coordinator
Clarity Debt Resolution
12.2020 - 12.2023
Customer Service Manager
Prestige Auto & Home Warranty
01.2019 - 08.2022
High School Diploma -
Timberland High School
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