At Sophi Outsourcing, I was the direct point of contact for billing and support operations for a hospitality SaaS company. I prepared and reconciled invoices and subscription records across Chargebee and Salesforce, and audited contract data against billing records to surface discrepancies.
I investigated billing and platform issues through to resolution, escalating to vendors and product teams with supporting evidence. I also wrote SOPs, help center articles, and internal guides to make processes consistent and easier to hand over.
Earlier, I handled travel support at Sophi Outsourcing and Tier 2 customer concerns at Ubiquity Global Services, where I wrote process guides and prepared reports on recurring service issues. Across my customer service roles, I’ve also supported telecom and cable customers with technical support, billing, retention, and upgrades.
