Billing and Collections Specialist/ Customer Service Agent

KIMBERLY EISCHENS

**** * **. *** *** Lincoln, NE 68508 H: 916-***-**** C: 402-***-**** Email: kimberlyeischens @ g mail.com Summary

Customer Service Representative, Office Manager and Billing Specialist who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Highlights

High customer service standards, exceptional office skills and attention to detail Accomplishments

*Promoted to a Call Center Manager in 2005 after 3 months on the call center floor.

*January 2020- awarded for perfect attendance for prior quarter

*January 2020- recipient for Customer Choice award for outstanding customer service

*June 2022 - promoted to billing and collection specialist at ALLO Fiber Work Experience

Allo Fiber- Billing and Collection specialist ; Working in multiple roles providing an excellent customer experience. I started off as a customer service representative. I answered calls and assisted customers with their ALLO services such as Internet, TV and Phone. I did Tier 1 troubleshooting to resolve technical issues. I Was then moved to the validating team to go over service orders and make sure they were correct and coached employees on anything that needed to be improved or corrected to better serve the customers and the company. In June 2022, I was promoted to billing and collection specialist. I run daily billing reports, answer billing questions from representatives, take escalated bill calls from customers and I work with many programs such as Teams, Workday, Excel, Microsoft Word . My day to day work is now in all things billing and collections within the company and with working with customers for their billing needs and solutions including working directly with the ACP ( affordable assistance program through USAC ) to help customers lower the cost of their bill. Started working at ALLO 07/2020 and I am currently working here. Supervisor; Jay Dupont In: Lincoln NE

Nelnet Business Solutions- HomeAdvisor Customer Care Representative II : Answering calls from homeowners and providing superior customer service. Inputting the callers data into the system and finding them matching pros for their home project estimates . Connecting them to the pros. Working with Word and Excel spreadsheets . Tracking calls. Taking call escalations to email over to upper management. Mentoring co-workers side by side listening to them and helping them boost their call stats. I also mentor the new hires when they're in training and first out on the call center floor. I help run Moto games and projects. Running dual monitors at once. Running multiple systems at once- Word, Excel, Jabber,Avaya, Betti, Chrome and CTI pop. All systems I have to be able to work and multitask on while entering correct data into the main system. Basic office use of printers. Transfer calls to correct departments to ensure all calls are being given the right attention needed for a positive call result. From: 08/05/19- Currently still working here Supervisor: Cole Wittstruck (Formally was Jamie Drapal) From: 08//2019 to 07/2020 In: Lincoln, NE Pioneers 66 - Office Manager- General office work : working with various office equipment such as fax and copier etc… Worked with spreadsheets on MicroSoft office. Data entry including accounts payable. Took in-house account payments (ROA’s) Ran cash register and did closing of register. Posted customer invoices using the Mitchell (W.I.P.) system. Made purchase orders and priced them through the C-Store system adding them to the store's inventory. Stocked the shelves, faced the shelves. Front office cleaning. Answered phones. Scheduled appointments. Checked and printed out owners important emails or cash register system reports daily. Greeted customers and provided excellent service to the customers in person and over the phone. Worked with various vendors for parts deliveries and orders for the store. From: 0/6-2019 to 0/7-2019 In: Lincoln, NE GSI Inc.- Political Fundraiser: Raised money over the phone for different political candidates and political organizations. Processed donations over the phone with CC payments.

From: 08/2014 to 03/2017 In: Sacramento, CA

Right-On-Roofing- Call Center Manager: Provided leads for employees to set up roofing estimates. Handled payroll and bonuses. General office work. Worked with the roofers to send them out to their job locations. Took all customer return calls to resolve any issues. Took all calls from suppliers and relayed information to my upper management.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. From: 04/2003 to 10/2005 In: Tulsa, OK Intel Solutions- Call Center Representative: Set up control groups for feedback on topics such as politics, stem cell research and other social matters.

From: 03/2001 to 05/2002 In: Tulsa, OK

Dial-America- Telemarketer : Demonstrated mastery of customer service call script within specified time frames. Outbound phone sales. From: 10/1998 to 05/2000 In: Tulsa, OK

Sonic Drive-In- Carhop: Took orders. Made drinks and ice cream orders. Delivered orders to customers' cars. Cleaning. Handling payments for the orders and counting down my personal till at the end of the shift and entering into the computer and depositing into the safe. From : 06/1995 to 02/1998 In: Tulsa, OK

Education

High School Diploma : General Study : Will Rogers High School in Tulsa, Ok Skills***

Call center management experience

Troubleshooting skills

Strong problem solving ability

General office duty

Office manager experience

Data Entry

Strong Billing and collections knowledge

Strong knowledge working with multiple systems such as Excel, Microsoft Word etc…

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