Anna Mackie

I’m a bilingual operations professional with 10+ years of experience in back-office support, process coordination, HR helpdesk management, and client account operations. I’m known for managing high-volume workflows, maintaining accurate records, implementing SOPs, and collaborating across remote teams with minimal supervision.

At Awesomely, I managed the full back-office lifecycle for subscription-based accounts—onboarding, billing adjustments, and account documentation—handling 50–70+ weekly interactions while reducing chargeback incidents through proactive documentation and dispute resolution protocols. Previously at Tata Consultancy Services (TCS), I led HR Help Desk operations across two regions, developing SOPs and escalation frameworks and using ServiceNow and SAP platforms daily to ensure SLA compliance and process consistency.

Earlier, as a Credit & Billing Operations Agent at AT&T, I managed high-volume billing and collections with accuracy and compliance, resolving billing discrepancies through systematic review. I bring a strong, detail-oriented approach to CRM/ERP and ticketing platforms, and I’m fluent in English (C2) and Spanish (native), with a reliable, escalation-ready style of cross-functional communication.