Graeme Marshall
Hawick,Roxburghshire
Summary
Skilled professional with 12 years of experience in billing and invoicing, demonstrating strong problem-solving abilities. Proficient in Excel and customer relationship management systems, ensuring efficient financial operations. Experienced in 1:1 coaching and system testing and automation, contributing to improved processes and customer satisfaction.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work history
Senior Billing Administrator
Amber Energy
Cardiff
2022.01 - 2026.03
- Generated monthly customer invoices to ensure timely billing
- Resolved customer escalations from Customer Service to enhance customer satisfaction
- Established landlord accounts for void periods to maintain accurate owner information
- Working site Resident Logs to make sure tenant information is correct
- Site visits to meet customers face to face and answer any billing queries
- Creating new properties for new sites and future customers
Billing Administrator, Team Leader Support, Team Leader
Spark Energy Ltd
Selkirk
2015.08 - 2021.12
- Created, updated, and finalised customer accounts, ensuring accuracy of billing information
- Handled enquiries from other departments, resolving account issues and complaints effectively
- Liaised with other energy companies to obtain up-to-date information and resolve discrepancies
- Verifying and transferring balances from customer’s outbound account to their inbound account
- Investigated customer requirements for pre-payment keys and posted keys to their accounts.
- Posted letters and bills to customers accurately and promptly.
- Collating and updating master spreadsheet with completed work from agents and passing out work to agents
- Assisting and training current or new agents
- Hosting meeting to update teams with stats and targets for specific workloads
Customer Service Account Manager
Spark Energy Ltd
Selkirk
2014.09 - 2015.08
- Handled inbound and outbound calls to resolve customer issues with energy accounts
- Responded to customer emails within designated timescales to ensure timely communication
- Collaborated with customer service agents and other departments to keep all parties informed of account changes
- Sought information from external companies to assist customers with their supplies
Argos Customer Service Agent
Sykes Global Services
Galashiels
2013.09 - 2014.08
- Handled inbound calls to provide technical support for electronics and fitness equipment issues
- Coordinated engineer appointments for repair or replacement of fitness equipment
Royal Mail Driving Consultant
Hinduja Global Solutions Ltd
Selkirk
2005.08 - 2013.08
- Conducted inbound and outbound calls with Royal Mail and driving agencies to schedule drivers
- Collated master spreadsheet to inform Royal Mail managers of all jobs completed or failed for the week.
- Updated spreadsheets and emailed completion statuses of driving jobs
- Supported and trained agents in absence of team leader
Temporary position
J W Grieve Border Gas Ltd
Hawick
2005.04 - 2005.06
- Handled public inquiries about plumbing and gas repair needs via phone
- Scheduled appointments and informed engineers about specific job requirements
- Updated work schedules on whiteboard and digital spreadsheets for team visibility
Data Collector
Scottish Public Pensions Agency
Tweedback
2004.09 - 2005.03
- Amended incorrect pension information and informed relevant teams for timely customer updates
- Inbound calls from teachers or NHS staff with enquiries regarding their pension
- Updated work folder with correct information and securely disposed of outdated data to maintain data protection compliance
Education
GCSEs -
Hawick High School
Scotland 1998.09 - 2003.08
Skills
- Problem-solving
- Billing and invoicing competence
- Knowledge of billing procedures
- Excel spreadsheets
- 1:1 coaching
- Customer relationship management systems
References
References available upon request.
Timeline
Senior Billing Administrator
Amber Energy
2022.01 - 2026.03
Billing Administrator, Team Leader Support, Team Leader
Spark Energy Ltd
2015.08 - 2021.12
Customer Service Account Manager
Spark Energy Ltd
2014.09 - 2015.08
Argos Customer Service Agent
Sykes Global Services
2013.09 - 2014.08
Royal Mail Driving Consultant
Hinduja Global Solutions Ltd
2005.08 - 2013.08
Temporary position
J W Grieve Border Gas Ltd
2005.04 - 2005.06
Data Collector
Scottish Public Pensions Agency
2004.09 - 2005.03
GCSEs -
Hawick High School
1998.09 - 2003.08