TONI RAINS
Fleming Island
Summary
Customer-focused professional with over 20 years of experience in customer service and financial analysis within large corporate environments. Proven ability to resolve complex billing issues and navigate CRM systems like Salesforce while managing high-volume interactions. Recognized for exceptional customer service and retention, receiving multiple awards for excellence. Expertise in financial data reconciliation, dispute resolution, and cross-functional collaboration with Finance, Sales, and Operations teams.
Overview
25
25
years of professional experience
Work History
Financial & Billing Analysis Operations
AT&T / BellSouth
Jacksonville
06.2015 - 03.2025
- Acted as the primary contact for billing and service inquiries, addressing pricing disputes, credits, and payment issues, ensuring resolution in line with customer contracts.
- Proactively identified and resolved account discrepancies by analyzing financial data, minimizing potential revenue loss, and fostering customer loyalty.
- Collaborated with Collections, Sales, and Operations to ensure compliance with billing protocols and process improvements.
- Utilized Salesforce and internal systems to document customer interactions and trends, optimizing service delivery and customer satisfaction.
- Delivered empathetic and effective support, managing escalated calls and customer inquiries with professionalism.
- Assisted customers with payment inquiries, adjustments, and credit processing to support a seamless billing experience.
- Analyzed complex financial documents including contracts, invoices, purchase orders.
Customer Service & Sales Associate
Knoxville & Nashville
01.2000 - 01.2015
- Provided first-tier support to national, federal, and healthcare clients, managing service orders and troubleshooting product/service issues.
- Maintained high standards for service entry accuracy while ensuring data integrity in all transactions.
- Built lasting client relationships through prompt communication and effective problem resolution.
- Adapted quickly to changes in systems and procedures while consistently meeting performance metrics.
Education
Diploma -
Bearden High School
Roane State Community College
Pellissippi State Community College
Walter State Community College
Skills
- Billing & Claims Analysis
- Customer Service Excellence
- Complaint & Dispute Resolution
- CRM & Data Management (Salesforce)
- Financial Data Reconciliation
- Process Improvement
- Issued Service Orders
- Attention to detail
- Problem solving
- Collections management
- Microsoft Office Suite (Word, Excel)
- Account Management
- Cross-Functional Collaboration
- Training & Mentoring
Awards Recognition
- BellSouth Presidential Award for Customer Service, 2000, 2004
- AT&T Customer Service Excellence Award, 2010, 2022
- AT&T Pinnacle Award – Top 3-8% in Productivity, 2024
References
References available upon request.
Timeline
Financial & Billing Analysis Operations
AT&T / BellSouth
06.2015 - 03.2025
Customer Service & Sales Associate
01.2000 - 01.2015
Diploma -
Bearden High School
Roane State Community College
Pellissippi State Community College
Walter State Community College
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