Courtney Jackson
Greenville
Summary
Detail-oriented Revenue Services Specialist with expertise in customer support, documentation accuracy, and problem-solving. Proven track record of analyzing complex accounts and driving process improvements to enhance operational efficiency. Skilled in analyzing account data, identifying errors, improving processes, and elevating service quality.
Overview
10
10
years of professional experience
Work History
Revenue Services Specialist
Duke Energy
Charlotte, NC
04.2022 - Current
- Process customer refunds accurately while ensuring compliance with company policies and regulatory requirements.
- Analyze complex customer accounts to identify billing discrepancies and resolve financial issues.
- Research account histories and apply appropriate adjustments when necessary.
- Collaborate with internal departments to resolve escalated customer concerns.
- Document account activity thoroughly to ensure audit readiness.
Team Lead (Billing & Remittance)
Utility Partners of America
Greenville, SC
06.2020 - 03.2022
- Led team in executing utility project workflows, ensuring adherence to safety and compliance standards.
- Mentored staff on operational best practices, enhancing team performance and efficiency.
- Streamlined processes by implementing new tools for project tracking and resource allocation.
- Facilitated cross-departmental communication to improve project coordination and execution timelines.
Quality Review Specialist
Morley Companies
Greenville, SC
10.2016 - 10.2018
- Developed training materials to enhance staff knowledge of review protocols and systems.
- Managed a high volume of reviews within tight deadlines, ensuring timely completion and client satisfaction.
- Audited calls for script adherence, branding, and compliance.
- Trained agents to improve QA scores and meet performance expectations.
- Developed coaching strategies that improved overall team quality.
- Recognized for leadership, training, and operational excellence.
Funding Specialist
Global Lending Services LLC
Greenville, SC
09.2019 - 01.2020
Material Handler
Warehouse Services Inc.
Greenville, SC
11.2018 - 08.2019
Education
Associate of Science - Administrative Assistance & Secretarial Science
Greenville Technical College
Greenville, SCHigh School Diploma -
Berea High School
Greenville, SCSkills
- Training & coaching
- Problem-solving & decision-making
- Handling customer complaints
- Revenue Services
- Utility Billing
- Refund Processing
- Quality Assurance
- Team Leadership
- Process Improvement
Timeline
Revenue Services Specialist
Duke Energy
04.2022 - Current
Team Lead (Billing & Remittance)
Utility Partners of America
06.2020 - 03.2022
Funding Specialist
Global Lending Services LLC
09.2019 - 01.2020
Material Handler
Warehouse Services Inc.
11.2018 - 08.2019
Quality Review Specialist
Morley Companies
10.2016 - 10.2018
Associate of Science - Administrative Assistance & Secretarial Science
Greenville Technical College
High School Diploma -
Berea High School