Chendara Spencer

Led end-to-end user onboarding and cross-functional support strategy, coordinating enterprise account onboarding, escalation queues, and strict SLA adherence. Synthesized Voice of the Customer (VoC) feedback with Product and Engineering to drive tooling and workflow improvements.

Executed end-to-end onboarding, technical support, and documentation management for high-volume digital workflows while optimizing internal support tracking tools. Authored Help Center content and internal SOPs and served as a bridge between end-users and Product/Engineering to feed actionable feedback into product roadmaps.

Managed high-volume user verification and regulated, SLA-driven billing workflows with an emphasis on CRM data integrity and onboarding compliance. Audited and processed authorization and transaction referral/dispute requests to accelerate financial processing lifecycles.

Directed user clearance and financial systems workflows, resolving billing escalations using CRM analytics and rigorous documentation practices. Built and improved onboarding pipelines by managing scheduling, account pre-registration, financial estimation, and transaction authorization verification.

Directed global remote support operations, managed multi-regional vendor teams, and led mobile application bug tracking across iOS and Android ecosystems. Implemented QA and performance frameworks to improve quality, and partnered with Product/Engineering/Release teams to translate user friction into actionable roadmaps.

Owned tier-3 enterprise escalations with triaging protocols that reduced resolution times and improved enterprise support outcomes. Managed mobile app marketplace review auditing and re-engineered billing/refund and superbill compliance workflows.

Anchored high-velocity B2B2C support queues by optimizing CRM data tracking and maintaining queue performance metrics. Led end-to-end resolution for B2B inquiries and handled complex escalations across sensitive user segments while improving queue discipline and response workflows.

Performed frontline operational support, managing high-velocity ticket resolution and daily workflow tracking in a digital health-tech environment. Maintained data integrity in internal CRM tools by logging client inquiries and platform feedback for upstream tracking.

Managed customer support pipelines for a small business digital banking platform, handling account and transactional inquiries in a regulated fintech environment. Collaborated with Product and Engineering on structured product feedback loops and created external knowledge-base resources to improve user self-service.

Handled frontline customer engagement and account management while maintaining accurate database tracking in internal CRM tools. Addressed high-volume consumer banking and investment inquiries and used customer financial needs to tailor recommendations and support retention.

Managed compliance-driven appeal pipelines and high-stakes user advocacy within an SLA-governed environment. Led reimbursement and financial support case management, coordinated multi-party stakeholders, and ensured strict adherence to regulatory timelines and data policies.

Led cross-functional support teams and managed external vendor partnerships while collaborating with Risk and Compliance on workflow optimization. Designed policy modifications, re-engineered frontline workflows and routing logic, and delivered training/coaching for internal and external support teams.

Provided high-volume marketplace support, identified technical bugs, and collaborated with cross-functional teams to improve internal platform tools. Delivered clear technical resolutions to support user retention and reduce churn while optimizing ticketing and workflow processes.

Coordinated internal operations, communication routing networks, and cross-functional administrative workflows in a high-velocity B2B SaaS/POS environment. Managed inbound call routing and partner support workflows to reduce friction between business clients and downstream technical support teams.

Managed multi-channel customer support queues and handled real-time dispute resolutions in a transaction-heavy event/entertainment platform. Performed Zendesk administration, processed refunds for event cancellations, and escalated recurring checkout/platform glitches to improve platform functionality.

Handled payroll and financial operations including data integration, financial compliance tracking, and ledger management in an audited corporate environment. Integrated new personnel into centralized payroll architectures, documented payroll/time inputs for reporting, and supported internal CRM financial inquiries.

Managed high-volume omnichannel support queues and subscription revenue operations, resolving billing inquiries and securely processing payments in an SLA-driven environment. Coordinated account provisioning changes to support user retention and escalated billing system friction points for frontline troubleshooting improvements.

Earned a Bachelor of Science in Health & Human Services from Western Governors University.

Earned an Associate of Science in English Language & Literature from Full Sail University.

Completed a professional certification in Revenue Cycle Management (RCM) in Healthcare through Alison.