Nancy Bond
West Sacramento,CA
Summary
Payment Processing Supervisor efficiently leading an organized team that processes thousands of incoming mail/payments from start to finish accurately and timely. Updating daily reports and daily reconciliation for ICL file transfers of up to $40 million a day. Personable and pleasant team player with friendly nature and diligent work ethic, with outside the box thinking. Operates efficiently and according to regulations to assess and determine actions for payment requests. Handles day-to-day needs and emergency requests calmly. Experience in lockbox and cash vault enviroment.
Overview
24
24
years of professional experience
Work History
Payment Processing Supervisor
PG&E
West Sacramento, CA
02.2022 - Current
- Undertook the team through a new software implementation and assisted with testing and created new processes and procedures.
- Monthly updates with vendors and internal partners to resolve any issues or process improvements
- Lead a team of 15 union represented members to successfully process up to 50k pieces of mail/payments daily. Coordinate teams daily tasks and adjust priorities in the event of unexpected conflicts.
- Prepare reports and financial statements and manage Pg&e's daily deposit and payments.
- Lead daily operating reviews (DOR's) which include the daily safety message.
- Knowledgeable in all hardware, remittance software systems, and applications.
- Communicate daily with internal partners regarding any issues impacting revenue, deposits or reconciliation.
- Worked with HR to hire new employees, lead interviews and followed the hiring process from start to finish including proper access and training.
- Provide the team with mentoring and coaching to promote team building results. Recognize and reward employees to encourage positive performance results
Utility Operator
PG&E
West Sacramento, CA
02.2020 - 02.2022
- Performed proper machine startup and shutdown procedures.
- Safely scanned and sorted thousands of pieces of mail on fast moving equipment.
- Demonstrated flexibility when assigned duties and tasks to ensure that the team processed all payments received.
- Reviewed and corrected a high volume of payments with data entry as well as updated customer addresses.
- Processed cash payments accurately and performed daily banking procedures.
Customer Service Specialist
Health Net
Sacramento, CA
06.2018 - 01.2019
- Reviewed claims for accuracy before submitting for billing.
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology and other procedures.
- Used contract notes and processing manual to correctly apply group-specific classifications to claims.
- Tracked differences between plans to correctly determine eligibility and assess claims against benefits and data entry requirements.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
Title Specialist
Dealertrack
Sacramento, CA
02.2019 - 02.2020
- Investigated and solved accuracy issues on titles, odometer readings and power of attorney.
- Processed completed and signed title documents through electronic vehicle registration program and maintained expert knowledge of computerized systems.
- Managed and filed paperwork to transfer vehicle ownership title from dealer to purchaser for new, used and wholesale sales.
- Maintained current DMV title regulations knowledge for each state and processed compliant paperwork regardless of states involved.
Customer Service Specialist
SMUD
Sacramento, CA
04.2013 - 12.2016
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Improved customer service wait times to mitigate complaints.
- Troubleshot shortages and overages to support quality control efforts.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Set up and activated customer accounts.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Local Service Associate
AT&T
Sacramento, CA
10.1999 - 04.2013
- Performed system and component failure analysis using diagnostic troubleshooting techniques.
- Worked with the senior technician to inspect and validate repair parts.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Coordinated repair and maintenance plans with co-workers and supervisors ahead of scheduled projects.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Education
Some College (No Degree) - Psychology
Sacramento City College
Sacramento, CASkills
- Operational Reporting
- Solutions Oriented Professional
- Relationship Building and Management
- Knowledge in CC&B, SAP, Workforce,Microsoft Office, Excel,Powerpoint and Outlook
- Coaching and Team Development
- Creative Problem Solving
- Report Generation
- System and Process Implementation
- File Systems Management
- Team Building Leadership
- Prioritizing and Planning
- Staff Recruitment and Hiring
- Excels in Team Leadership
- Staff Evaluation
- Cross-Functional Collaboration
Languages
Spanish
Full Professional
Timeline
Payment Processing Supervisor
PG&E
02.2022 - Current
Utility Operator
PG&E
02.2020 - 02.2022
Title Specialist
Dealertrack
02.2019 - 02.2020
Customer Service Specialist
Health Net
06.2018 - 01.2019
Customer Service Specialist
SMUD
04.2013 - 12.2016
Local Service Associate
AT&T
10.1999 - 04.2013
Some College (No Degree) - Psychology
Sacramento City College
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