Billing Specialist

• Jun 2023 - Present

Partner Accounts Performance Lead

• Feb 2020 - Mar 2022

Promoted scaling, automation, and continuous improvement of AR and revenue processes within the finance department including automation within NS and SF, payment collections processes and applications within GoCardless, Chase, and Xero systems, and NS. Collaborated with Product and Project Management, Software Engineering, MuleSoft teams, and Success to investigate and resolve order, subscription provisioning, ERP, and CRM related questions/bugs.Maintained and improved upon AR metrics and Customer Satisfaction scores to ensure cash flow and recurring revenue by providing excellent and effective customer service measures in training procedures. Performed QA checks and provided coaching for a team of 20 on general inquiries, payment collections, product issues, shipping issues, subscription configuration issues, portal navigation, account balance, and account discrepancies. Clearly and concisely documented all billing, invoicing, collections, product, policy, procedure and system content, as well as identified areas for improvement and effectiveness of knowledge management system.Analyzed ticket trends to create cross-training initiatives and strategically organized department wide training schedules.Broke down product information and system problems into digestible pieces while highlighting key features and possible solutions.Gathered feedback from internal and external stakeholders to seek out opportunities for process improvement. Developed Project Management skills through planning, scoping, and briefing Finance related projects including new billing models, product features, portal features, and updates in payment collections workflows. Conducted 10+ weekly virtual training workshops for managers, team leads, and specialists in NA, EMEA, and APAC.Reduced 45% of errors in communication between agents and customers by implementing procedural improvements to prioritize productivity. Show less

Account Services Specialist 2

• Feb 2018 - Feb 2020

Dramatically improved billing procedures by introducing proactive management techniques and promoting the use of automation in Zendesk, Salesforce, and NetSuite.Reviewed the Quote to Cash process with Sales, Success, and NetSuite Administrators to develop a deep understanding and propose system updates to ensure seamless transitions from the purchase of products in the portal to subscription creation and payment collections.Diligently tracked and documented contracted term amendments within NetSuite and Salesforce in order to maintain data accuracy.Served as the Billing Manager and primary contact for senior finance leadership for a 6 month interim period and performed managerial duties such as ensuring policy and procedure compliance, facilitating daily team meetings, reviewing queues and SLAs for a team of 8, monitoring and maintaining Salesforce dashboards, and taking ownership of urgently escalated cases.Assisted Accounting with providing system notes for ambiguous entries in NetSuite including reconciliations and related journal entries with missing information, and provided transaction details and documentation during audits.Developed Product Management skills by evaluating unmet user and customer needs, assisting with creating product visions, mapping workflows, defining requirements, and creating scenarios for user acceptance testing. Validated results of data imports and researched and updated inconsistencies between Legacy systems, NetSuite, Salesforce, Zuora. Show less

Account Services Specialist 1

• Mar 2017 - Feb 2018

Managed and coordinated revenue recovery initiatives for Backupify SaaS subscriptions over a 1 year period and earned the reputation as a top performer by recovering over $60,000 in past due balances for international accounts.Restructured and revitalized departmental operations and productivity within a 2 month time span for all new hires and documented all changes.Supported revenue growth by negotiating account credits contract extensions for disgruntled employees with approval from Sales and Success. Assisted with the revenue monthly close process by ensuring that deadlines for invoice processing were processed in Chase and GoCardless.Assisted with ensuring manually created invoices we documented and linked properly in the backend as well as remained compliant with GAAP.Provided front-line support for day-to-day operations including recording and reporting system bugs, submitting Jira tickets for system enhancements, triaging issues with Partners, and collaborating cross-functionally with Sales, Success, CX, and Engineering teams to offer detailed partner solutions.Communicated daily with customers by phone, email, and Zoom to review past due balances and account discrepancies.Processed 100+ tickets a day in a personal queue and assisted others with customer inquiries regarding invoices, payments, past due balances, ambiguous subscription and order scenarios, and product related questions. Show less

Pharmacy Technician

• Apr 2015 - Apr 2017

Utilized the data system to access prescription information that includes hundreds of patient and prescriber data, drug selection, billing information, and insurance companies. Resolved rejections from third party companies and complete manual claim forms. Communicated effectively with healthcare professionals, multiple insurance companies, and other third parties. Accurately calculated dosages, dispensed medications, prepared prescription labels and filled 400+ prescriptions daily for verification. Communicated dosage conflicts, potentially harmful drug interactions and other matters to ensure patient safety and build customer loyalty. Developed leadership skills through training others and the delegation of duties. Show less

Development Department Intern

• Jun 2015 - Aug 2015

Researched potential funding resources and sponsorships. Organized and updated donor addresses, phone numbers, method of communication, newsletter subscription, and credit card information. Advocated for annual fundraising triathlon through the use of social media, direct phone calls to sponsors, and the creation of articles for various newspaper and magazines. Coordinated and accounted for triathlon supplies which included hundreds of sponsor signs, donations in the form of various prizes such as yoga mats, water bottles, wine, portable grills, vitamins, and monetary promotional content. Assisted with the positioning of groups of volunteers, informed volunteers about safety procedures, and helped distribute various informational materials and donations at Kids in Crisis booth. Developed efficient ways to pack and organize various triathlon materials such as coupons, vitamins, vouchers for restaurants, pens, race maps, safety procedures, and racing numbers. Show less