1. Lesley Miller
7800 S Shadow Oaks Lane — Granite Bay, CA 95746 — Phone: (916) 257-1072 — E-Mail: lmiller1@surewest.net
Experience
Esurance-­‐
Billing
Specialist
06/01/2014
to
present
• Research
and
Resolve
Customer
Billing
Inquiries.
• Process
complex
billing
transactions
including
billing
adjustments,
failed
billing,
past
due
invoices,
refunds
and
defect
recoveries.
• Responsible
for
creating
and
presenting
training
overviews.
• Assists
in
Department
of
Insurance
Inquiries.
• Maintains
familiarity
with
system
defects
and
understands
the
impacts
of
defects
to
customers.
• Maintains
knowledge
of
rules
and
regulations
for
nulling
policies,
issuing
fees,
refunds,
and
defect
recoveries
as
it
relates
to
invoicing,
endorsements,
and
different
methods
of
payment.
• Applies
knowledge
of
Reg
E
to
collections
process
and
the
timing
of
payment
collection.
• Assists
with
special
projects
as
assigned.
• Subject
matter
expert
in
Homeowners
Billing.
City
of
Roseville-­‐
Adventure
Club,
Senior
Day
Care
Teacher
5/1/2012-­‐
5/31-­‐2014
• Maintained
positive
student
and
parent
relationships
while
following
disciplinary
procedures.
• Mentor
and
direct
staff
in
all
aspects
of
classroom
management,
curriculum,
and
team
building.
• Comply
with
state
licensing
requirements
and
related
health
and
safety
regulations.
• Register
new
students
and
provide
information
to
parents
regarding
program
requirements;
conduct
orientation
for
new
participants
and
parents;
communicate
with
parents
regarding
incidents
or
accidents;
conduct
periodic
parent
conferences.
Scott
Electric-­‐
Owner
/Office
Manager-­‐/Vice
President
10/1/2002-­‐
12/10/2012
• Excelled
in
role
requiring
the
ability
to
handle
a
variety
of
customer
service
and
administrative
tasks
and
resolve
customer
issues
with
expediency.
• Demonstrated
proficiencies
in
telephone
and
front
desk
reception
with
a
high
volume
environment.
• Calmed
angry/upset
customers,
researched
and
rapidly
solved
problems
and
rebuilt
client
trust
to
prevent
the
loss
of
key
accounts.
• Maintained
company
financial
records,
tracking
of
receivables,
issuing
payments,
processing
payroll,
insurance,
scheduling
for
work
and
material
deliveries.
• Consistently
praised
by
management
for
the
quality
and
timelines
of
reports,
attention
to
detail,
exemplary
customer
service
delivery
and
team-­‐player
attitude.
Grenz
Insurance
Services-­‐
Account
Manager
4/1/2000
–
12/1/2004
•
Licensed
Life
Agent
• Developed
and
presented
medical,
dental,
vision,
and
term
life
insurance
solutions
for
several
large
and
small
businesses
in
the
Sacramento
region,
addressing
the
individual
needs
of
every
group
with
annual
solutions.
• Developed
and
delivered
annual
open
enrollment
presentations,
HIPPA
compliance
seminars,
and
COBRA
compliance
seminars.
• Tracked
and
assisted
with
claims
as
needed.
Entrusted
with
the
most
complex
customer
service
issues
as
a
result
of
exceptional
ability
to
promptly
resolve
concerns
and
satisfy
customers.

2. 2
Education
8/7/1992-­‐
present
AA-­‐
Liberal
Studies
-­‐
Sierra
College-­‐
Rocklin
CA
AS-­‐
Behavioral
and
Social
Sciences
-­‐
Sierra
College-­‐
Rocklin,
CA
BS-­‐
Liberal
Studies-­‐
Arizona
State
University-­‐
estimated
completion
date-­‐
June
of
2016
Skills
• Customer
service
specialist
well
versed
in
Regulation
E
billing
laws,
labor
laws,
employee
benefits,
COBRA
administration,
and
HIPPA
privacy
laws.
Knowledge
of
credit
reporting
and
collection
practices
and
principles.
• Microsoft
Office
proficient,
I
have
worked
in
Word,
Excel,
Power
Point,
QuickBooks,
and
Access
for
over
20
years.