Mark Hale Email & Phone Number

Gainesville, Florida, United States

Gainesville, Florida Area

As a CSA I provide leadership and support to our Finance division by preparing, analyzing and reporting complex data for both internal and external customers. responsible for ensuring that all financial, regulatory and contractual obligations are met. Analyzes and reconciles commodity, transportation and financial transactions and positions, in addition to volumetric data and pricing information for invoices and remittances. Compiles and evaluates market data and company information to determine trends Develops and maintains trade room and executive reports Negotiates with internal and external parties for dispute resolution

Gainesville, Florida Area

 Oversees quality assurance of daily bill runs  Manages the department’s team members including performance evaluations, and development Prepares and analyzes exception reports. Collects, analyzes, interprets, and summarizes data to resolve usage and transaction issues affecting accounts. Performs testing of billing systems to ensure expectations are met. Trouble shoots billing system issues. Evaluates and articulates technical requirements for enhancements. Monitors billing of unbilled usage to ensure minimum acceptable maintenance standards. Oversees that department workload is equitably distributed. Maintains documentation of quality assurance and bill preparation processes. Assists in the testing of billing fixes and validates functionality of new code. Researches and develops quality statistics on the various facets of billing products and business requirements. Creates datafixes to alleviate billing issues or fulfill business needs. Performs quality checks in test environments and validates post release results

Gainesville, Florida Area

 Performed quality assurance checks of daily bill runs  Identified billing issues, researched causes, and liaisoned with T&D to resolve issues. Executed testing of new applications and enhancements to billing code. Worked with Transactions, Customer Service and other teams to communicate issues impacting daily operations. Completed work orders involving data correction to production database tables. Assisted other departments with billing inquiries and requests Reviewed bills to assure adherence to quality standards. Performed account validation and adjustment in billing system. Performed research and analysis of customer accounts and invoices.

Gainesville, Florida Area

 Worked closely with apartment complex managers and staff to ensure accurate group billing and continuous flow of natural gas to large residential apartment complexes and commercial group properties. Regularly traveled to visit clients, resolve issues to strengthen business relationships and allow for efficient and continuous gas service to client properties. Effectively communicates internally with company’s marketing, collections and customer service departments to facilitate new business opportunities and offer continual support and service of existing client accounts.

Gainesville, Florida Area

 Repeatedly promoted through a series of increasingly responsible positions within this energy marketer company providing natural gas and electric to residential and commercial customers throughout the United States to provide customer service leadership. Responsibilities included managing a group of 10 customer service representatives, assigning workload, performing quality assurance duties, developing training initiatives, resolving escalated calls, developing and implementing process improvements, working with three other team leaders to develop rewards and recognition strategies and reporting unresolved issues to departmental supervisor. Provided hands-on leadership and personnel motivation that increased inbound call response time to 95% of 180-second goal.  Successfully resolved escalated calls, worked with customers to reach amiable resolution of error that meets customer requirements and balance company interests that significantly reduced regulatory complaints. Developed self reliance and situational awareness that has resulted in increased organization and efficiency within team, providing immediate coaching after identification of mistakes.

Gainesville, Florida Area

 Duties included processing service orders, resolving account inquiries and facilitating customer requests. Demonstrated ability to successfully complete multiple, concurrent tasks while maintaining exemplary customer service.  Gained merited promotion due to outstanding performance as a customer service representative to oversee resolution of escalated inquiries. Maintained responsibility for resolving billing errors, service errors, payment conflicts and funds transfers while providing hands-on support and leadership of Customer Service team. Provided direct assistance in opportunity to launch sales and marketing in Korean and Chinese markets within the U.S. through training of new bilingual satellite Customer Service employees, providing hands-on training and utilizing live monitoring to determine target areas of improvement and ensuring company policies were being met

Gainesville, Florida Area

 Selected to expand small to mid-size account sales for this company offering a corporate brand of educational software. Charged with managing a staff of six customer service representatives, ensuring customer service levels, handling escalated calls and identifying new sales opportunities. Ensured exemplary customer service through sales process, installation and training.