THERESA C. SWIFT
Readfield,Maine
Summary
Billing Analyst with extensive experience at Avangrid, specializing in cross-department communication and process optimization. Expertise in resolving complex billing issues through data analysis and attention to detail. Proficient in account management, reconciliation, invoicing, and MS Office software. Specialized knowledge in Summary Billing, OOB Corrections, Special Read Accounts, and Transmission Billing.
Overview
19
19
years of professional experience
Work History
Billing Analyst
Avangrid
11.2019 - Current
- Complete all assigned Emma Cases, billing implausible cases
- Monitor FUA (Follow Up) inboxes keeping them completed timely
- Maintain and Lead Summary Billing cases and issues
- Proactively communicate between departments as needed to ensure corrections are fully complete and accurate
- Collaborate with CRC Manager and Supervisors to update training material to ensure One Call to Resolution
- Provide individual feedback to CRC representatives, with complex situations
Customer Relations Representative
Avangrid
01.2015 - 11.2019
- Interacted with customers for billing inquiries and account issues
- Handled new service requests for residential and commercial accounts
- Assisted contractors with setting up and maintaining notification requests
- Placed correct and appropriate orders to maintain customer satisfaction
- Followed all MPUC guidelines and requirements
- Assisted customers with online customer systems
Head Cashier
Lowe’s
Augusta, Maine
10.2013 - 01.2015
- Provided direction and support to cashiers and customer service desk employees
- Assisted in making the Lowe’s experience exceptional for every customer and employee
- Proactively assisted customers in making sure they left with what they came in to purchase as well as anything they may not have known they needed to complete project
- Maintained visibility at exit for security and loss prevention issues
- Coached cashiers to provide excellent customer service and how to improve their personal job performance including educating them on the MyLowes program, EPP’s as well as credit
- Maintained the appearance of the Front End, keeping it stocked and organized
- Assisted Department Manager as well as other Managers with management duties as needed
- Created a positive energetic workplace for all employees
Human Resources/Office Lead
Sears
Augusta, Maine
08.2006 - 10.2013
- Communicated with customers, associates, management, and other individuals to answer questions, disseminate, or explain information and address customer complaints
- Performed staffing tasks including staffing numbers, recruitment, interviewing, mediating disputes, terminating associates, and administering disciplinary procedures and actions
- Advised managers on policy matters such as equal employment opportunity, sexual harassment, Family Medical Leave Act issues and recommend policy changes
- Oversaw the operation of the store business office including reconciling the store receipts and deposits and ensuring customer deliveries are made on time without issue
- Trainer for all new systems and processes
- Maintained schedules for the entire store, monitored time and attendance and other reports, approved payroll and completed adjusts as required
- Maintained all personnel and business record files, file retention including confidential documents
Education
Skills
- Billing systems
- Data analysis
- Regulation compliance
- Cross-department communication
- Process optimization
- Issues resolution
- Team collaboration
- Attention to detail
- Problem solving
- Effective communication
- Training development
- Dispute resolution
- Document workflow
- Interpersonal and verbal communication
- Complex problem resolution
- Proficient in with Microsoft Office Suite, Kubra Idox, SAP, CRM, SAP Global and Outlook
- Team building
- Invoice processing
- Multitasking and organization
Timeline
Billing Analyst
Avangrid
11.2019 - Current
Customer Relations Representative
Avangrid
01.2015 - 11.2019
Head Cashier
Lowe’s
10.2013 - 01.2015
Human Resources/Office Lead
Sears
08.2006 - 10.2013
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