Priscilla Brown
Fort Worth,TX
Summary
Serving the City of Aledo for 6 months as a Utility Billing Account Technician consultant to help repair billing issues in their ERP Pro 10 utility billing. Serving the City of Fort Worth for 16 years as Sr. Accountant Technician and 10 more as a Sr. Customer Service Representative. Responsible for support of complex billing in the TPW and Water Utility Billing System ensuring accuracy of revenue recorded in the General Ledger for a multitude of enterprise funds. Performing audits of routine bills, recalculation and correction of identified issues and providing reporting and bookkeeping functions in support of the Financial Management System. Recognized by management for ability to handle complex VIP accounts, researching accounts, identifying issues, resolving issues quickly and accurately and for preparing reports. Routinely sought out by teammates and management to explain complex billing scenarios and determine the best way to handle a specific situation. Selected by supervisor to design Word, Excel & PowerPoint documents for all billing processes. Additionally, selected to develop procedures for when the new AMI (auto meter reading) system begins to be used in 2018. Routine tasks include determining revenue charges, performing quality checks, and answering requests for information concerning Water, Wastewater, Environmental, Sanitation and Stormwater revenue, Contract meters, Private Wells, Groundwater/Reusable water, Septic Haulers, and Interdepartmental Billings and to calculate Water Deduct, Blow down, & Effluent, BOD, TSS & Monitoring Charges.
Overview
30
30
years of professional experience
Work History
Utility Billing Account Technician
City of Aledo
11.2023 - 08.2024
- Managed the accurate billing of more than 2,000 routine monthly invoices
- Developed documentation using Microsoft Office tools to facilitate Billing Procedures and water account setup/disconnection processes
- Managed bank transactions by setting up drafts and handling franchise fee payments
- Provided telephone support
- Handled payment transactions for utility bills
- Managed and processed payments for the rental of community center facilities.
- Implemented efficient set up of additional street locations in the Taylor Encode ERP#10 programs, optimizing utility billing procedures.
- Managed the process of setting up and disconnecting water accounts
- Managed and organized customer service and accounting files.
Senior Account Technician
City of Fort Worth Transportation & Public Works Dept.
06.2019 - 06.2021
- Accountable for ensuring accurate billing of more than 300,000 Stormwater customers on a monthly basis.
- Utilized GIS MAPS, TAD, ACCELA, and Realtor sites to identify research locations for determining accurate revenue charges and establishing Stormwater fee accounts
- Established new Stormwater accounts for Residential and Commercial customers
- Reviewed and corrected existing Stormwater accounts for Residential and Commercial customers
- Researched location on GIS MAP, TAD & ACCELA to answer all inquiries regarding Stormwater Fees and ERU's
- Documented and calculated charges for multiple scenarios, notably cases involving incorrect or double charging of Stormwater fees.
- Created and updated daily, monthly, and yearly Stormwater reports utilizing the Microsoft EXCEL system.
- Created and managed Stormwater letters for customers using the Microsoft WORD system.
- Trained teammates and management on complex billing and stormwater processes.
- Executed basic administrative responsibilities.
Senior Account Technician
City of Fort Worth
06.2005 - 06.2019
- Responsible for billing 5,000 routine monthly bills and 1,000 specialized accounts daily, ensuring accuracy
- Streamlined the billing process across departments through effective utilization of auto flusher meters and interdepartmental billing.
- Reviewed and corrected accounts as part of special billing projects
- Effectively handled and finalized multiple projects with tight deadlines, including the Stormwater commercial backlog project and revision to Environmental Protect Fee project in 2018.
- Provided quality assurance by auditing teammate's work
- Entered input readings, rates, and account set-up items into HTE SunGard Billing System for all services
- Utilized GIS & TAD data to establish appropriate billing rates, facilitate account creation, and address information requests.
- Researched accounts using HTE SunGard System, PeopleSoft CRM system, and GIS software to ascertain suitable revenue charges, account establishment, and responses to inquiries/requests for data.
- Managed and ensured accuracy of revenue accounts for Water, Wastewater, Environmental, Sanitation, and Stormwater operations
- Set up and maintain water, wastewater, environmental, sanitation, and stormwater rates, usage, and charges.
- Calculated and documented adjustment charges for various reasons including leaks, stormwater, and good will.
- Executed assigned job tasks from PeopleSoft CRM System
- Efficiently resolved customer requests and complaints through various channels to ensure excellent customer service.
- Created Word, Excel, and PowerPoint documents for 52 Billing Procedures, incorporating new procedures for the AMI (Auto meter reading system) project set to commence in 2018
- Developed and documented supporting entries in PeopleSoft Financial Management system, ensuring compliance with state and federal reporting requirements.
- Calculated and recalculated assessed dollar or usage amounts rapidly using 10-key
- Validated new rate entries and major changes to the billing system before implementing them.
- Trained teammates and management on complex billing and stormwater processes.
- Organized and implemented the Annexation process for water, wastewater, and garbage services
- Performed meter installations and removals, ensuring accurate inventory management
- Implemented efficient inventory management systems for office supplies
- Executed basic administrative responsibilities.
Sr Customer Service Representative
City of Fort Worth Water Dept. Meter services
05.1997 - 06.2005
- Performs work order dispatch duties for the city water department using multiple software programs
- Compiles, records and updates service orders; verifies customer accounts and active services using various databases and software applications; and works with other departments to ensure that after hours customer situations are resolved
- Research location on GIS & TAD to determine appropriate route and answer questions & requests for field service workers
- Resolved customer requests and complaints efficiently, with a letter, phone call or personal outreach as necessary to provide excellent customer service
- Set up & organize dispatch and dispatch meter service requests
- Maintain Commercial Delinquent Reports
- Create & maintain daily, monthly & yearly reports related to duplicate accounts, duplicate work orders and other meter related requests
- Read & Inspected meters ensuring accurate and timely revenue recognition
- Processed returned handhelds for meter reading and recorded meter reading
- Responsible for maintaining meter inventory, issuing & clearing meters for reuse
- Created & closed meter related work orders in HTE SunGard Utility Billing System
- Research accounts using HTE SunGard System determine appropriate meter reading, account set-up, and answers to questions & requests for information
- Train employees
- Maintained office supply inventory
- Maintained vehicle inventory.
Sr Customer Service Representative
City of Fort Worth Water Dept. Call Center
02.1995 - 05.1997
- Efficiently resolved customer requests and complaints using appropriate methods such as letters, phone calls, or personal outreach to deliver exceptional customer service.
- Responded to customer inquiries regarding billing of water accounts
- Generated investigation work orders
- Effectively managed the initiation and termination of customer accounts via HTE SunGard Utility Billing System
- Researched accounts on HTE SunGard System to determine optimal meter reading, account set-up, and responses to inquiries.
- Trained and developed employees to enhance their skills and performance
- Managed meter operations in HTE SunGard Utility Billing System, including setting and removing meters on accounts.
Education
Accounting And Business Management
American Technical Institute (ATI)
Hurst, Texas01.1987
Granbury High School
Granbury, Texas01.1981
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Tyler ERP Pro 10 Billing system
- HTE SunGard Billing System
- Stormwater GIS software
- Stormwater SQL Reports
- Accela
- PeopleSoft CRM
- Troubleshooting
- Quality Control
- Customer interaction
- Deadline-oriented
Timeline
Utility Billing Account Technician
City of Aledo
11.2023 - 08.2024
Senior Account Technician
City of Fort Worth Transportation & Public Works Dept.
06.2019 - 06.2021
Senior Account Technician
City of Fort Worth
06.2005 - 06.2019
Sr Customer Service Representative
City of Fort Worth Water Dept. Meter services
05.1997 - 06.2005
Sr Customer Service Representative
City of Fort Worth Water Dept. Call Center
02.1995 - 05.1997
Accounting And Business Management
American Technical Institute (ATI)
Granbury High School
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