Customer support and billing specialist with experience in banking escalations, property account management, and SaaS software implementation. I help businesses resolve billing issues, manage client inquiries, and onboard customers efficiently, ensuring high satisfaction and smooth operations.
I bring 10+ years of professional experience supporting clients and managing accounts in fast-paced environments:
Implementation Consultant (Feb 2025 – Present):
-Spearheaded end-to-end project rollouts for new client implementations, ensuring smooth onboarding and successful system adoption.
-Developed and maintained project tracking tools and implementation trackers to monitor milestones, timelines, and deliverables, helping ensure projects were completed on schedule and within scope.
-Consistently achieved the highest number of client activations in the team on a monthly basis, demonstrating strong project management and client coordination skills.
Property Account Manager (May 2019 – Jan 2025):
-Managed and supported a portfolio of 600+ residential properties, providing operational and billing support to property managers and management teams.
-Assisted clients with resident billing inquiries, submetered utility questions, and vacant cost recovery processes, ensuring accurate billing and proper account reconciliation.
-Served as the primary point of contact for property managers, addressing service concerns and resolving complex billing or account-related issues.
-Guided clients through the system platform and billing tools, providing step-by-step assistance to ensure proper system usage and understanding of key features.
-Conducted and participated in client calls and account review meetings to address concerns, provide updates, and maintain strong client relationships.
Business Escalations Supervisor, Citibank (March 2017 – Dec 2018):
-Managed and resolved high-priority and complex escalations from business banking clients that required advanced investigation beyond frontline customer service support.
-Investigated customer concerns related to billing disputes, payment processing issues, account servicing, and service dissatisfaction, ensuring accurate and timely resolution.
-Conducted root cause analysis by reviewing account activity, internal processes, and system records to determine the source of customer issues.
-Served as the primary point of contact for escalated cases, communicating directly with business clients to provide updates, explanations, and resolution outcomes.
-Collaborated with cross-functional teams including operations, fraud prevention, billing, and technical support to gather information and resolve complex customer cases.
Customer Service Associate
Citibank Retail (July 2015 - January 2016)
Citibank Small Business (January 2016 - March 2017)
-Handled 80–100+ inbound calls daily assisting retail and small business customers with account and credit card inquiries.
-Resolved issues related to payments, billing statements, disputes, and account servicing.
-Maintained high quality assurance and customer satisfaction scores in a fast-pacedcontact center environment.
-Ensured strict compliance with banking regulations, data security, and fraud preventionprotocols.
Core Skills:
-Customer Support
-Client Success Management
-Project Implementation
-Account Management
-Process Improvement
-Customer Escalations Handling
-Cross-Functional Collaboration
-System Training & Client Onboarding
Work Preferences:
Full-time remote, part-time considered
Flexible AU / UK hours
