Terra Smith
Chino,CA
Summary
Talented Accounts Receivable Specialist with 6 years' experience in financial services, collections and customer care management across diverse industries. Knowledgeable, analytical and personable with excellent problem-solving skills and strengths in areas of credit and collections. Proven to improve workflow efficiencies while maintaining high standards in customer service. Over ten years of customer service experience, resolving escalated customer issues; accurately researching and analyzing technical information while performing and working with advance administrative and clerical functions. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
6
6
years of professional experience
Work History
Credit and Collection Generalist Specialist
Southern California Edison
03.2023 - Current
- Performs complex research and analysis on customer issues with sensitivity and tact while handling and maintaining confidential and sensitive customer data.
- Responsible for keeping up to date on credit and collection laws, rules, and tariffs.
- Resolve escalated BPEMs, customer calls and emails.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Ensures all practices and procedures are changed/updated to comply with new laws, changes in existing laws, and any Order Instituting Rulemaking (OIR).
- Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.
- Maintains a safety conscious work environment by following Edison safety protocols and safe work practices and performs other duties and responsibilities as assigned.
Customer Billing Resolution Specialist
SOUTHERN CALIFORNIA EDISON
03.2020 - 03.2023
- Receive billing exceptions daily to resolve and bill forward to complete out of my personal worklists also using sharepoint on excel spreadsheets to work under
- Experience working on small and large projects that are highly escalated customer issues to resolve in a timely manner
- Analyzing and investigating accounts with various billing issues and working efficiently to fully resolve exceptions
- Perform analytics and obtaining data from multiple spreadsheets and SAP functions to analyze large data
- Analyzing and working on projects to help develop improvement for workflow
- Started training on SAS, Design Manager (DM), and Pole Tracker to analyze work that was assign to the planers
- Perform V-Lookups using Microsoft Excel to identify duplicated accounts on multiple spreadsheets
- Obtaining and analyzing large set of graphing data from IEE (Itron) to collect valuable usage to calculate and bill the customer
- Issue service request orders (MSR) to planners and field service representatives for pick up reads, meter damages, and meter changes
- Making decision on issuing credit and debit statements to customers to help deliver the best results
- Tracking and reporting customer data using SCE's usage tracker to generate primary and secondary channels to process billing
- SCE racking and reporting customer data using r usage tracker to generate primary and secondary channels to process billing
- Decreased high billing revenue from 100% to 61% in two phases on the Catalina Project in one month
- I have volunteered and have been appointed to be a SME to help support the Infosys team
- I have volunteered and have been appointed to be an SAP Telewalker (SAP trainee) to help support Go-Live.
Accounts Receivable l Billing Specialist
PEOPLES CARE, CHINO HILLS
01.2019 - 07.2019
- Post customer payments by recording checks, credit card transactions, and collections
- Posts revenues by verifying and entering transactions from local deposits
- Updates receivable by totaling unpaid invoices
- Resolves collections by examining customer payment plans, payment history and credit line
- Resolves valid authorized deductions by entering adjustments entries
- Performs accounts receivable and payable functions by gathering, compiling, updating, entering, and auditing data
- Compline financial, accounting, and auditing reports with tables pertaining to cash receipts, expenditures, accounts payable, accounts receivable, profit, and losses
- Experience in accountability for making and implementing decisions; respects the decision-making authority of others
- Experience in strong ethics, influence and negotiation, leadership, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning, and a team player
- Experience coordinating and finalizing routine assignments to ensure timely completion
- Experience handing confidential and sensitive telephone calls, files, documents, and reports
- Monitor and track service billing activities by updating the Data Base
- Assist in the resolution of escalated customer issues; accurately researching and analyzing technical information; performing quality review of data making decisions based on established polices or business rules, as well as customer needs
- Responsible for analyzing technical information, review interval data, making decisions based on established policies or business rules, as well as customer needs.
Medical Billing Specialist
VITUITY-ONTARIO CALIFORNIA
01.2018 - 01.2019
- Proficient in reconciling insurance and patient payments and resolving account disputes
- Ensure claims are entered and submitted with-in 48 hours of receipt
- Accurately apply payments to patient medical charts
- Research and resolve incorrect payments, rejections, and other issues with outstanding accounts
- Set up new patient accounts.
Credit & Collections Generalist
SOUTHERN CALIFORNIA EDISON
07.2019 - 03.2020
- 2020
- Revenue Protection: Verifying the JE uploads in Green Screen and CWO to send to Accounts Payable for review
- Process checks to send to Accounts Payable by matching customer account information with the check number and dollar amount sent
- Foreign Mail: Granting extensions on payments to customers if they have no return checks on their account using CWO application
- COS/TCS statements: Making spreadsheets for Final Bill Requests using customer account information in green screen
- Sending Client Letters: Via Email and Mailing for Non- cash packages for customers
- Deceased Desk: Verifying Deceased and active Service Accounts by using search engines Accurint” and Experian
- The Deceased Database is used to track all 5-day letters, inactive, active accounts, and any pending documentations
- Consumer Affairs- Work all senior citizen, medical baseline, and disabled profiled accounts to make we make customer contact is made before any TOFF (turn off) is issued
- SCE Rules and Tariffs- are followed to prevent any future write offs
- Support the Party-In (SPI) Desk-Prepare the SPI packets for the Lead Customer Solutions Reps in order to expedite the SPI process while working alongside researching and tracking customer linking information
- Support the internal Mail Distribution system-making sure all customer’s checks, supporting documents are given the support staff to expedite their process daily
- Support the Bankruptcy Desk- making sure all Customer Solution Reps have their supporting documents to expedite their process daily
- Monitor and track service billing activities for collection transactions by updating the Data Base
- Assist in the resolution of escalated customer issues; accurately researching and analyzing technical information; performing quality review of data making decisions based on established polices or business rules, as well as customer needs
- Responsible for analyzing technical information, review interval data, making decisions based on established policies or business rules, as well as customer needs
- Utilizing internal and external tools designed towards researching payments and determining their intended destination.
Education
Associate of Arts -
Art Institute of Inland Empire
San Bernardino, CA12.2016
High School Diploma -
Don Antonio High School
Chino, CA06.2012
Skills
- Billing Operations Certificate
- Proficient in the SAP Billing System and SAS
- Proficient with Microsoft Word, Excel, PowerPoint, Outlook, Pivot tables
- Updating Customer Accounts
- Analytical and Critical Thinking
- Correspondence Sorting and Filing
- Conflict Resolution
- Risk and Customer Relationship Management
- Problem Investigation
- Payment Processing/ scheduling, Payment Solicitation, and AR Aging Reports
- Administration and Management
- Account Monitoring
- Attention to Detail
- Credit and Collections
- Data Entry
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Team Player
Timeline
Credit and Collection Generalist Specialist
Southern California Edison
03.2023 - Current
Customer Billing Resolution Specialist
SOUTHERN CALIFORNIA EDISON
03.2020 - 03.2023
Credit & Collections Generalist
SOUTHERN CALIFORNIA EDISON
07.2019 - 03.2020
Accounts Receivable l Billing Specialist
PEOPLES CARE, CHINO HILLS
01.2019 - 07.2019
Medical Billing Specialist
VITUITY-ONTARIO CALIFORNIA
01.2018 - 01.2019
Associate of Arts -
Art Institute of Inland Empire
High School Diploma -
Don Antonio High School
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