Margret Johnson Email and Phone Number

My current role provides me the opportunity to:Utilize my strong billing experience of the utility industryAnalyze Unbilled BalancesCreate invoices to bill customersPrioritize work assignments in order to meet deadlinesUse my In-depth knowledge of billing processes to identify, research and solve billing errors prior to invoicingI ensure confidentiality in billing procedures.I analyze all billing procedures to ensure accurate billingI currently use my prior knowledge of universal billing codes relevant to industry to aid in timely billingI obtain billing approval from superiors when necesaryI have takes part in the process of converting to a new system and educating billing staff on how to use it properly.

Currently analyze and resolve over 35 types of billing and invoicing exception conditions•Perform full billing cancelations, billing adjustments and associated re-billing•Analyze market transaction exceptions•Utilize, and maintain transaction codes to perform tasks and retrieve information from SAP•Assist IT with the testing of new SAP functionality•Create documentation and training of BPEM processes•Research and assist with the determination of root cause, and help develop solutions for billing errors for Time of Use and Un-invoiced BPEM conditions.•Act as a SME in the technical, subject, skill and/or functional area for the BPEM cases assigned to me•Contribute feedback with ideas and suggestions to make the team more efficient

Monitor, listen and evaluate inbound/outbound customer calls and emails as it relates to complying with documented processes.•Meet deadlines around the number of quality evaluations to be performed by a specific date.•Identify trends and uncover root cause for CCR errors.•Identify target achievers and non-achievers. Guide non-achievers on ways to improve work performance.•Relay information on Process and the reasoning behind their importance.•Provide assistance with problem resolution by investigating and responding with results•Perform data entry into multiple system s including SAP and Qfinti.•Recognize, document and alert supervisors of trends in agent calls.•Function as a team member by assisting co-workers as the need arises.•Primary point person to identify issues preventing first call resolution•Facilitate calibration Sessions for supported teams•Provide daily/weekly/monthly motivation and recognition in an effort to keep morale positive.•Develop helpful information each week in newsletters to supported teams.•Identified process gaps and submitted suggestions that would help the Lines of Businesses to be more efficient.

Primary point of contact for escalated calls•Resolved issues and complaint stemming from billing discrepancies.•Completed reports such as the repeat caller log and Invalid IR List

Assisted Sales Executives with notifications and service requests.•Assisted with escalated calls•Processed enrollments and disconnection request•Worked with management to resolve billing issues•Completed Repeat Caller Log•Assisted with customer callbacks for DSAT Survey