McKinney, Texas, United States
Experienced billing analyst with 16 years in the telecom and utility billing sector with a keen eye for identifying patterns. Known for focused analytics and inter-departmental problem-solving, I actively seek continuous improvement while sharing best practices to support my team’s productivity. I strive to effectively build and enhance customers’ experiences through mindful communication and strategic action plans.
Assisted in migrating multiple customer bases from REV.io into ICE billing systems thereby allowing the automatic identification of unbilled customers, resulting in an overall revenue increase of four million, and an average of five hours of team labor saved per week. Collaborated with IT department to streamline processes for overall faster billing allowing for a same-day invoicing increase from 40% to 75%. Invoice residential and commercial accounts according to contract stipulations while complying with federal regulations. Identify and resolve invoice inaccuracies within 48 hours to ensure SLA goals are met. Of these inaccuracies, 80% were resolved within 24 hours resulting in reduced customer impact.
Created and invoiced 860 dual billing usages totaling over 20 million per year. Constructed process query for tracking monthly usage data to allow processing adjustments holistically versus individually, reducing required headcount by one. Audited internal and external SLAs to reflect changes in regulatory compliance allowing for identification of key areas for process improvement; including the addition of same-day customer service connections, reducing overall headcount by two. Oversaw invoicing for 20 unique utility markets confirming all industry standards and regulations were followed.
Partnered with Operations Manager to obtain facts and formulate responses for PUC complaints. Tracked and implemented changes required by ERCOT protocols and PUCT rules, while making sure that internal business rules and policies matched with existing market standards. Lead efforts to help test new internal systems, update business guidelines, and train call center staff in advance of changes. Orchestrated click step knowledge guides for all actions required of call center agents to complete transactional processes and to inform customers of proper timelines and regulations requirements