janelle gubala

Oversee and process high-volume opportunity and order queues via Salesforce for cloud-based and non-cloud subscriptions, professional services, and maintenance renewals. Validate incoming order data, generate and audit customer invoices using Workday, and perform billing dispute validation and resolution.

Supported end-to-end e-commerce logistics operations, ensuring timely and accurate shipment fulfillment. Coordinated supplier and vendor communications, managed user support via Intercom, and processed invoices, refunds, and discounts via Shopify.

Audited Queue Manager (QM) case transactions to eliminate processing errors and uphold service standards. Investigated top error drivers and generated monthly analytics and quality reporting for upper management.

Audited mandates, legal phrasing, and state updates for accuracy within the internal Contract Analyst tool. Formatted, encoded, and updated legal legislation and state mandates across multiple language frameworks, and executed rigorous tool testing prior to production release.

Managed inbound customer inquiries regarding cable subscription billing, plan upgrades, and technical troubleshooting. Escalated complex technical infrastructure repairs to engineering teams and executed promotional upselling calls.

Provided omni-channel support (inbound calls, live chat, and email) resolving billing issues and technical repair tickets. Made outbound calls for further customer assistance and offered new promotions via chat/email and outbound calling.

Evaluated health care authorization requests by reviewing coverage policies, clinical documentation, and physician notes. Liaised with healthcare providers to resolve missing information and tracked authorization trends to improve operational workflow.

Monitored and validated incoming sales deals and cases, routing assignments based on historical account context. Dynamically reassigned active cases among shift representatives and served as primary point of contact for Sales Representative inquiries.

Reviewed, validated, and processed insurance applications, amendments, and renewals. Verified the validity of claims, investigated suspected fraudulent claims, and secured detailed benefit summaries using Cliniko.

Pursued a Bachelor of Science in Office Administration with a major in Office Management from 2011 to 2014.