Resume
2021-2023
Member Benefits & Billing Support Associate I
• Resolved high-level member and provider escalations, specializing in complex billing
discrepancies, benefit inquiries, and account audits to ensure seamless care delivery.
• Served as a subject matter expert and peer mentor, moderating internal help channels and
providing real-time guidance to the team on best practices and intricate case
management.
• Partnered cross-functionally with the revenue cycle management to identify systemic
billing issues and leveraged customer escalation feedback to drive process improvements.
2021-2023
Customer Support Manager @ Privy
· Managed a team of three individual contributors through multichannel support; worked with each team member to grow their individual roles.
· Worked with Go to Market and Product leaders to provide feedback, shape new initiatives, and plan out new pricing for our merchants.
· Assisted with merchant escalations as needed while working with my team to provide feedback.
2019-2021
Senior Billing Specialist @ Privy
· Managed one individual contributor; provided quality assurance check-ins, identified coaching opportunities, and helped grow team member's career.
· Proactively identified and addressed technical issues or bugs early on to prevent a greater impact.
· Collaborated with other teams such as sales and customer success to ensure billing standards for all merchants.
· Trained new members of support, success, and sales on billing procedures and points of escalation.
2019
Billing Specialist @ Privy
· Educated merchants on billing processes and monitored all channels for customer communication, such as Zendesk and social media.
· Researched credit card disputes to recover funds for Privy.
· Ensured website documents and internal resources are up to date.
· Ran trainings, workshops, or presentations around subject of expertise.
· Developed new strategies for customer retention.
Additional Experience
GSN Games | Fraud and Risk Analyst May. 2018 – Nov. 2018
Staples | Analyst, LP Fraud Detection Oct. 2017 – May 2018
TicketNetwork | Fraud Prevention Specialist Oct. 2016 – Oct. 2017
Brooks Brothers | International Authorizations Nov. 2013 – Oct. 2016
Work Experience
2010-2011
Branford Hall | Paralegal Certificate
2008-2010