Nicole Gilliam
New Albany
Summary
Dynamic Billing Specialist with a proven track record at NiSource, excelling in billing cycle management and problem-solving. Achieved a significant reduction in payment errors through meticulous attention to detail. Adept at enhancing customer engagement while delivering exceptional service, ensuring accuracy in financial transactions and fostering positive client relationships.
Overview
2026
2026
years of professional experience
Work History
Dispute Resolution Specialist
Citibank
2025 - 01.2026
- Resolved complex customer disputes through effective communication and negotiation strategies.
- Facilitated cross-functional collaboration to streamline dispute resolution processes.
- Analyzed case trends to identify recurring issues and recommend process improvements.
- Developed training materials for team members on best practices in dispute management.
- Led initiatives to enhance customer satisfaction by improving response times in dispute resolutions.
- Monitored compliance with regulatory requirements during the dispute resolution process.
- Implemented technology solutions that increased efficiency of tracking and resolving disputes.
- Achieved successful dispute resolutions through active listening and empathetic communication skills.
- Maintained strict adherence to ethical guidelines and industry best practices, upholding the highest standards of professionalism and integrity in all aspects of dispute resolution work.
- Resolved disputes by expertly analyzing cases and implementing effective negotiation strategies.
Billing Specialist
NiSource
12.2023 - 02.2025
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Researched and resolved billing discrepancies to enable accurate billing.
- Utilized various software programs to process customer payments.
- Verified accuracy of accounts payable payments, resulting in Number% reduction in payment errors and check reissues.
- Handled account payments and provided information regarding outstanding balances.
Customer Service Representative
Duke Energy
03.2020 - 09.2022
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Troubleshooter
Apple
04.2018 - 04.2020
- Resolved computer and system networking problems to maintain user productivity.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Tracked issue resolution policies to maintain compliance with internal standards.
- Culled technology knowledge to perform IT troubleshooting, restoration, and maintenance services to maintain organizational performance levels.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
Education
High School Diploma -
ECOT
Columbus, OHSkills
- Billing cycle management
- Payment posting
- Customer service
- Customer engagement
- Attention to detail
- Problem-solving
Timeline
Billing Specialist
NiSource
12.2023 - 02.2025
Customer Service Representative
Duke Energy
03.2020 - 09.2022
Troubleshooter
Apple
04.2018 - 04.2020
High School Diploma -
ECOT
Dispute Resolution Specialist
Citibank
2025 - 01.2026