Experience

Dakota Electric Association

• United States
• Utilities
• 1 - 100 Employee

• CIS/ Billing Manager

  • Jan 2021 - Present



Voya Financial

• United States
• Financial Services
• 700 & Above Employee

• Operations Manager

  • Jan 2018 - Jan 2021

  Lead discussions around growth strategy in Billing and mapped a 5 year growth plan through systems and technology. Built and rolled out a premium variance system resulting in the collection of an additional $2M in bottom line revenue in 2019 (Through May ‘19). Drove Operational Efficiency through the life cycle of an employer group and streamlined onboarding processes. Configured and implemented a system improvement speeding up the reconciliation process by 20% that resulted in a cost offset of 2/3 FTE. Core member of a cross functional team tasked with building billing and technology systems that have capacity to match and exceed sales goals. Lead a redesign of the department through reviews of existing legacy system processes, prior assumptions, and core responsibilities keeping headcount flat while the business unit was growing at +10%. Partnered with IT, third party administers, and business analysts to enhance internal reconciliations systems and online customer facing system enhancements. Managed an Onshore team with remote employees as well as offshore employees.



SPS Commerce

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Billings Manager

  • Dec 2016 - Dec 2017

  Mange SOX control testing and quote to cash revenue testing for internal, quarterly, and annual audits through a big 4 accounting firm.Ensure 4-day book closure of all revenue related month end activities including bank reconciliation, pass through account balancing, and invoice production.Directly hire and manage 16 non-exempt billings & accounting professionals with daily activities, customer facing communication, and training opportunities.Operationalized strategies to increase revenue by $5 million through identification of opportunities and controlled customer communication.Collaborate with Sr Director of revenue to determine appropriate deferred revenue for invoicing.Lead the day-to-day billing activities of over 25,000 active contracts with 30,000 invoices billing monthly, quarterly, and annually.Manages external billing related inquiries and customer escalations daily.Manages daily billing responsibilities: credit process, contract opportunity process, & manual billing processes.

• Lead Billings Analyst

  • May 2016 - Nov 2016

  Produce weekly cash forecast for multiple banks and currencies to maximize account balances.Integrated a customer call center into day-to-day operations, reducing hold times from 20+ minutes to 30 seconds, and average talk time from 12 minutes to 6 minutes.Aggregated and recommended action surrounding revenue, credits, and cancellation data for Revenue Waterfall reporting and senior management.Produce reports on contracts, billing, and document traffic for internal customers within the organization using Microsoft Excel, SQL, and Dynamics Nav. Works closely with Senior Manager of Billings on improving billing processes and systems.Reviews monthly metrics related to customer contacts(Phone and Email), cancellations, deactivations and other aspects of the billing process. Analyzes these reports with management monthly to provide recommendations for team goals, process improvements, and future staffing recommendations.Manages monthly cancellations & deactivations for cancelled customers.Constantly driving for internal change, participating in cross-functional initiatives as representative of the Finance team. Also Initiates cross-functional initiatives as appropriate related to internal changes & billings.Manages training for Billings Analysts on tasks and manages process documentation. Manages process improvement, driving for efficiencies in processes & reporting within billing.

• Billing Analyst

  • Sep 2014 - Apr 2016

  Assisted in the monthly billing of over 20,000 customers through both contract input and invoice customization. Managed inquiries from internal sales and external customers about account status, issues with billing, and contract questions. Served as an internal subject expert on the billing process while communicating these responses in a timely fashion. Provide analytics and reporting to Senior Director of Finance and Corporate controller for distribution among senior management across the organization. Work closely with Microsoft Dynamics Nav VAR to customize and optimize the system to maximize the usefulness of the system.Assisted with month end, quarter end, and year end activities pertaining to Finance and Billing in regards to internal controls, cash application, and system invoicing.Evaluate customer cancellation requests, ensuring proper contract terms are met, and then remove appropriate services from monthly or annual invoicing.Consistently find opportunities increase efficiencies, tighten internal controls, and provide quality business support.

• Billing Specialist

  • May 2013 - Sep 2014

  My responsibilities include handling and processing cash application for inbound checks, wires, and ACH information in Microsoft Dynamics Nav. Maintain Accurate customer accounts and update the accounts with new user information. Participate in Collections activities to recover assets notify customers of delinquent payments.Using Microsoft Excel and Outlook to keep detailed records of reconciliation efforts and maintaining relationships with customers through first response payment notifications and collections activities.Created and distributed time-tracking Microsoft Excel documents using VBA coding to reduce user error.Assisted in Quarterly and Year end Audit processing with Account Receivable documentation.

• Senior Customer Operations Analyst

  • May 2012 - May 2013

  Provided IT support to customers who utilized web based products. Supported the team as a Billing Subject Matter Expert by assisting in the resolution and escalation of detailed billing processes. Participated in the ongoing support of an acquired company to ensure a smooth transition into the new system and to help the customer using terms that were native to the older system. Promoted to Senior Customer Operations Analyst after 10 months by becoming a leader within the team and a resource to other departments within the company. I had the opportunity to do cross department training to develop my technical skills of the products further then the parameters of my job.