Sanabarbara HUNTER
Charlotte,NC
Summary
Customer service leader with proven success in driving team performance, enhancing operational efficiency, and delivering exceptional customer experiences. Skilled in coaching, issue resolution, and cross-functional collaboration to achieve business goals and foster a service-oriented culture.
Overview
2027
2027
years of professional experience
Work History
Business Customer Service Billing Lead
Charter Communications
Charlotte, NC
01.2022 - Current
- Manage escalated account activity, including ECAF review, resolution, and work order coordination, while maintaining SLA compliance and approval readiness.
- Lead resolution of complex customer billing escalations, ensuring timely, accurate outcomes and an elevated customer experience.
- Coach and develop Billing Representatives through ongoing feedback and targeted improvement opportunities to strengthen team performance.
- Review and approve customer credit requests, issue account adjustments, and ensure appropriate financial resolution in alignment with company guidelines.
Business Customer Service Billing Representative 1 & 2
Charter Communications
Charlotte, NC
01.2018 - 01.2022
- Delivered high-quality customer support by managing inbound billing and service inquiries, identifying customer needs, resolving issues efficiently, and providing informed guidance on products and features.
- Processed customer payments, receipts, and invoices while maintaining clear communication regarding account status and outstanding balances.
- Consistently achieved individual and team performance goals while partnering with and supporting new hires to strengthen onboarding and team success.
Customer Service Professional
Duke Energy
Charlotte, NC
2017 - 2018
- Delivered high-quality customer support for inbound calls, including service starts, transfers, disconnects, and payment processing across multiple states.
- Reported and escalated outages while supporting daily operations to maintain service quality and customer satisfaction.
Customer Care Assistant
Conduent – Independence Blue Cross
Charlotte, NC
2015 - 2017
- Delivered tailored customer solutions by assessing needs and explaining product benefits.
- Acted as liaison between clients and customers to ensure issue resolution.
- Supported new hire training and resolved high-volume aged inventory daily to boost efficiency.
Education
High School Diploma - undefined
West Mecklenburg High School
06.2011
Skills
- Leadership
- Communication
- Decision Making
- Time management
- Ability to Work Under Pressure
- Adaptability
Timeline
Business Customer Service Billing Lead
Charter Communications
01.2022 - Current
Business Customer Service Billing Representative 1 & 2
Charter Communications
01.2018 - 01.2022
High School Diploma - undefined
West Mecklenburg High School
Customer Service Professional
Duke Energy
2017 - 2018
Customer Care Assistant
Conduent – Independence Blue Cross
2015 - 2017
ACHIEVEMENTS
Charter Communications:
2024 Gold Award Winner
Awarded Quarterly Achievement Award
Awarded 6 Bronze Keys to Success
Awarded 3 Silver Keys to Success
Awarded Lead of The Month