Description
Areas of Expertise Succession Planning Performance Reporting Time Management Organizational and Change Management Project Management Multi-tasking Training and Development Solution Focused Cross Functional Leadership direct reports. Lead the Customer Billing team by providing direction and support in managing 60,000 lines to be billed and reconciled per month strategic to the area locations. * Developed measurements and monitors performance against Ricoh and Department goals which entailed driving team performance for achievement of root cause analysis and resolution for account issues and problems while assuring accurate and timely revenue billing for the Company. * Manage all functions related to billing (including contract set-up contract activation contract maintenance aftermarket billing account reconciliation and problem resolution bad debt and aged receivable goals contract re-write meter collection credit and re-bill and billing assurance). * Monitored and documented daily and/or monthly activities and performance of team i.e. billing accuracy revenue goals spreadsheet turnaround time and contracts not billed missing meters resolution time for customer issues aged account receivables and contracts not set up. * Coordinated action plans for daily operations established work priorities and ensured customer inquiries were handled effectively while meeting cost productivity and quality goals. * Coordinated and trained up to 60 Customer Billing representatives of the new process and procedures to be implemented in less than 90days. * Improved team quality average from 44% to 85% over a 90-day period * Provided analysis of internal processes to continuously improve productivity and quality of service. * Resolved all levels of complaints and escalations from billing customers. * Prepared and delivered performance appraisals for direct reports. Accountable for hiring selecting training and developing team members. Responsible for counseling and/or disciplinary action of team members.
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