Wanda Waits
Boaz,AL
Summary
Dynamic and results-oriented Billing Specialist/Customer Service Representative with a proven track record at Progress Rail Services, a Caterpillar Company. Excelled in enhancing customer satisfaction and reducing billing discrepancies through expert invoice processing and empathetic client relations. Recognized for exceptional team collaboration and maintaining meticulous records, significantly contributing to the company's financial accuracy and customer loyalty.
Overview
29
29
years of professional experience
Work History
Billing Specialist/Customer Service Representative
Progress Rail Services a Caterpillar Company
03.1995 - 02.2024
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Contributed to improved financial reporting by reconciling discrepancies between invoiced amounts and actual payments received.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Maximized revenue potential by identifying and resolving under-billed accounts.
- Ensured compliance with industry regulations by staying up-to-date on changes in billing rules and guidelines.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Coordinated closely with sales teams to ensure accurate pricing structures were applied consistently across all customers'' invoices.
- Responded to customer concerns and questions on daily basis.
- Used data entry skills to accurately document and input statements.
- Collaborated with customers to resolve disputes.
- Audited and corrected billing and posting documents for accuracy.
- Monitored outstanding invoices and performed collections duties.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Education
Associate of Applied Science - Business Administration
Snead State Community College
Boaz, AL05.1982
Skills
- Billing systems and software
- Invoice Processing
- Claims Processing
- Data entry proficiency
- Customer Engagement
- Month-end closing procedures
- Invoicing proficiency
- Research and due diligence
- Collections
- Accounts receivable management
- Records organization and review
- Audit Procedures
- Collection practices
- Billing and Invoicing
- Microsoft Office
- Customer Service
- Payment Collection
- Customer service support
- Decision-Making
- Paperwork and documentation
- Account Reconciliation
- Deadline Adherence
- Invoice Generation
- Billing Data Verification
- Customer Contact
- Discrepancy Resolution
- Dispute Negotiation
- 10-Key Data Entry
- Discrepancy Reconciliation
- Customer Relations
- Work Planning and Prioritization
- Inquiry Handling
- Relationship Building
- Records Research
- Team Collaboration
- Auditing proficiency
- Accounting Support
- Inventory Management
- Expense Tracking
- Invoicing prowess
- Error Revision
- Charges and Rates Documentation
Timeline
Billing Specialist/Customer Service Representative
Progress Rail Services a Caterpillar Company
03.1995 - 02.2024
Associate of Applied Science - Business Administration
Snead State Community College
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