Ann Dickens
Sumter
Summary
Results-driven professional with extensive experience in customer service and billing operations. Known for exceptional problem-solving abilities and attention to detail, contributing significantly to team success and customer satisfaction.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Professional accounting technician skilled in financial analysis, reconciliation, and regulatory compliance. Demonstrates strong collaboration, adaptability, and reliability, ensuring seamless integration within diverse teams. Adept at leveraging accounting software, optimizing financial workflows, and driving result-oriented outcomes. Known for maintaining high standards and delivering precise, impactful results.
Overview
15
15
years of professional experience
Work History
Senior Accounting Technician
USAF
Shaw AFB
02.2026 - Current
- Processed invoices and payments, ensuring compliance with financial regulations and accuracy in accounting records.
- Assisted in reconciling accounts and maintaining financial data integrity across various systems.
- Supported month-end closing activities by preparing journal entries and balance sheet reconciliations.
- Collaborated with team members to streamline accounting workflows, enhancing operational efficiency.
- Provided training to junior staff on accounting procedures and software utilization for improved performance.
- Engaged in audits by preparing necessary documentation and responding to inquiries from auditors effectively.
- Monitored budget expenditures, contributing insights for future financial planning and resource allocation decisions.
- Enhanced financial accuracy by conducting thorough account reconciliations and adjusting journal entries.
- Coordinated monthly closing activities, ensuring accurate representation of financial information within strict deadlines.
- Provided exceptional customer service to both internal and external stakeholders, fostering trust and confidence in the accounting department''s capabilities.
- Maintained accurate financial records with diligent bookkeeping practices, ensuring compliance with regulations and best practices.
- Contributed to positive vendor relationships through prompt payment processing and clear communication regarding invoice inquiries or disputes.
Billing Customer Service Representative 111/ S.M.E
Sutter Health
Remote, SC
05.2024 - 03.2026
- Analyzed customer accounts to resolve billing inquiries, ensuring clarity and accuracy in information provided.
- Clarified billing statements for patients, fostering transparency and improving overall satisfaction with financial communications.
- Engaged with insurance providers to confirm coverage specifics and swiftly rectify discrepancies as they arose.
- Evaluated and refined billing procedures to elevate overall customer satisfaction levels.
- Provided comprehensive education on payment options and financial assistance programs to ensure prompt payment compliance.
- Implemented comprehensive onboarding programs for new hires, focusing on billing procedures and customer service excellence to cultivate a supportive team environment.
- Implemented feedback mechanisms to gather customer insights, improving service delivery and responsiveness.
- Monitored account activity for accuracy, consistently maintaining high standards of quality control in billing operations.
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Streamlined billing processes for improved efficiency and reduced errors.
- Developed personalized payment plans for customers experiencing financial difficulties, resulting in increased customer retention.
- Maintained a strong knowledge of industry regulations and best practices relating to billing procedures, providing expert guidance when needed.
- Assisted in the development of departmental goals and strategies related to billing operations, contributing to overall business growth.
- Implemented electronic billing options for customers, reducing paper waste and promoting eco-friendly practices within the company.
- Contributed to a positive work environment by actively engaging in team-building activities and maintaining open lines of communication with colleagues and supervisors.
- Updated customer records with accurate billing information, preventing future disputes and delays in payment processing.
- Liaised with internal departments such as Sales and Operations to ensure accurate calculation of charges based on contract terms and service usage data.
- Efficiently managed high-volume workloads under tight deadlines, consistently meeting performance expectations without sacrificing quality or attention to detail.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
- Provided comprehensive training to new hires on company policies and billing procedures, ensuring seamless integration into the team.
- Actively participated in ongoing professional development opportunities, staying current with industry trends and emerging technologies related to billing systems.
- Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
- Supported cross-functional projects focused on process improvements within the Billing Department, leading to increased operational efficiency.
- Collaborated with team members to achieve monthly service targets and maintain high-quality standards.
- Conducted regular audits of billing records to identify potential areas for improvement or error correction.
- Provided backup support for other Customer Service Representatives during peak periods or staff absences, ensuring uninterrupted service to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Senior Member Advisor
United Healthcare
Remote
09.2022 - 05.2025
- Led initiatives to enhance member engagement and satisfaction within healthcare plans.
- Developed training programs for new advisors, improving onboarding efficiency and knowledge retention.
- Spearheaded process improvements that streamlined operations and reduced service delivery times.
- Analyzed member feedback data to identify trends and implement actionable changes in service delivery.
- Collaborated with cross-functional teams to design innovative solutions for complex member needs.
- Mentored junior advisors, fostering professional growth and enhancing team performance metrics.
- Conducted regular assessments of workflows to ensure compliance with regulatory standards and best practices.
- Utilized CRM systems to manage member interactions, ensuring accurate documentation and follow-up actions.
- Collaborated with team members to share best practices and improve overall service quality.
- Participated in ongoing training programs focused on elevating customer service standards within the team.
- Kept abreast of industry trends and developments, incorporating relevant insights into strategic planning efforts.
- Developed strong relationships with members, increasing trust and loyalty to the organization.
- Cultivated a robust professional network, leveraging connections to generate leads and referrals for new business opportunities.
- Conducted thorough needs assessments to accurately match members with suitable solutions.
- Mentored junior advisors, fostering a culture of knowledge sharing and continuous development within the team.
Multiple
AAFES Exchange
Multiple
11.2011 - 04.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Led cross-functional teams to streamline operational processes and enhance productivity.
- Implemented strategic initiatives that improved efficiency across multiple departments.
- Developed training programs to mentor staff and foster professional growth.
- Analyzed performance metrics to identify areas for improvement and drive results.
- Enhanced communication channels between teams to promote collaboration and information sharing.
- Spearheaded process improvements that reduced costs while maintaining quality standards.
- Managed budgeting and resource allocation to optimize project outcomes and team performance.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
Executive Administrative Assistant
LPL Financial Services
Sumter, SC
12.2018 - 03.2021
- Managed executive calendars, scheduling meetings and coordinating travel arrangements efficiently.
- Developed comprehensive reports and presentations for senior management decision-making.
- Streamlined office operations by implementing new filing systems and improving document tracking processes.
- Coordinated cross-departmental communication to facilitate project updates and information sharing.
- Trained junior staff on office protocols, boosting team productivity and operational efficiency.
- Implemented process improvements that reduced turnaround time for administrative requests significantly.
- Oversaw the onboarding process for new administrative staff, enhancing training materials and orientation sessions.
- Led initiatives to enhance workplace organization, resulting in improved workflow and resource allocation.
- Maintained confidentiality when handling sensitive information, protecting company interests and employee privacy.
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
- Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Reviewed incoming communications for urgency or importance; prioritized correspondence accordingly for executive review or action.
- Scheduled appointments promptly, ensuring optimal use of executive time while minimizing conflicts or cancellations.
- Managed budgets and expenses, maintaining financial records for accurate reporting and analysis.
- Scheduled appointments and handled calenders for senior leadership.
- Collaborated with cross-functional teams, expediting project completion times and enhancing overall efficiency.
- Seamlessly interacted with colleagues to plan and complete special projects.
- Gathered documents, data, and formulated analytics to prepare issues for discussion and reports for review.
- Organized and updated schedules for executives.
- Enhanced communication between departments through proactive coordination of meetings and events.
- Organized travel arrangements, ensuring smooth transitions for executives during business trips.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Ensured timely completion of projects by monitoring progress against deadlines, providing updates to executives as needed.
- Cultivated strong client relationships, ensuring satisfaction and retention through effective communication.
- Developed tailored account strategies to align with client objectives and drive business growth.
- Analyzed market trends to identify opportunities for upselling and cross-selling services to clients.
- Coordinated project timelines and deliverables, ensuring on-time completion of client requests.
- Led cross-functional teams in executing complex campaigns, enhancing overall client experience and engagement.
- Streamlined reporting processes, improving accuracy of performance metrics for client accounts.
- Mentored junior team members, fostering professional growth and enhancing team productivity.
- Implemented feedback mechanisms to gather insights from clients, driving continuous service improvement initiatives.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Education
No Degree - Buisness Administration
Centeral Carolina Technical College
Sumter SC05-2027
High School Diploma -
Crestwood High School
Sumter SC05-2007
Skills
- Bank reconciliation
- ERP systems
- General ledger management
- Payroll processing
- Accounts receivable management
- Financial statement analysis
- Cash flow forecasting
- Budget preparation
- Intercompany transactions
- Auditing procedures
- Consolidation accounting
- Cost accounting
- Revenue recognition
- Expense tracking
- Financial planning
- Nonprofit accounting
- Accounts payable management
- Accounting and bookkeeping
- Payment reconciliation
- Data entry
- Cash flow management
- File maintenance
- Technology integration
- Payroll administration
- Transaction management
- Budget analysis
- Debt management
- Audit tracking
- Sales auditing
- Invoice creation
- Report organization
- Spending monitoring
- Workflow enhancement
- Organization skills
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Team development
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Prioritization
- Staff training
- De-escalation techniques
- Building rapport
- Technical support
- Quality control
- Clerical support
- Live chat support
- Filing
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Multi-line phone talent
- Coordination
- Sales expertise
- Assertiveness
- Order fulfillment
- Store maintenance
- Recordkeeping strengths
- Account updating
- Account management
- Reading comprehension
- Spreadsheets
- Service upselling
- Office equipment proficiency
- Staff education and training
- Conflict mediation
- Proofreading
- Retail store support
- Stock management
- Service standard compliance
- Document control
- Product promotion
- Brand representation
- Quality assurance controls
- Escalation management
- Shipping and logistics
- Sales closing
- POS systems expert
- CRM software
- Information security
- Product education
- CRM software proficiency
- Business development
- Key holder experience
- Training development aptitude
- Delivery scheduling
- System implementation
- Receiving support
- Call triaging
- Record preparation
- Process optimization
- Report creation
- multiple CRM system proficiency
- Report preparation
- Credit adjustments
- Customer support
- Customer satisfaction
- Organization
- Client education
- Trade policy
- Insurance terminology
Timeline
Senior Accounting Technician
USAF
02.2026 - Current
Billing Customer Service Representative 111/ S.M.E
Sutter Health
05.2024 - 03.2026
Senior Member Advisor
United Healthcare
09.2022 - 05.2025
Executive Administrative Assistant
LPL Financial Services
12.2018 - 03.2021
Multiple
AAFES Exchange
11.2011 - 04.2025
No Degree - Buisness Administration
Centeral Carolina Technical College
High School Diploma -
Crestwood High School