Lauro Sangalang

I bring more than 10 years of experience across billing operations, software licensing, sales operations, order management, and customer support.

At Heroku, I triage complex customer-impacting billing issues and manage invoicing, payments, credits, refunds, suspensions, delinquency, account changes, and escalations. I work across Engineering, Sales, and Operations to research issues, restore account accuracy, maintain service continuity, and improve backend support workflows. I also contribute to reporting, documentation, process improvements, and testing.

Before Heroku, I spent more than 10 years at Genesys Telecommunications Labs, where I supported software licensing and sales operations. I managed licensing requests, reviewed order documentation, resolved discrepancies, maintained accurate customer and entitlement records, and supported Sales and internal teams throughout the order process. My work helped improve data accuracy by 15%, reduce reconciliation time by 50%, and maintain 98% deployment accuracy across more than 500 activation files, agreements, and entitlements.

Throughout my career, I’ve built a reputation as someone teammates rely on when an issue needs to be researched, explained, and resolved. I enjoy troubleshooting, finding the root cause of operational problems, and improving processes so the same issue is easier to handle the next time.

I have hands-on experience with Salesforce CRM, Stripe, Excel, Google Sheets, SAP, and remote collaboration tools. My strengths include billing operations, software licensing, order management, customer escalations, auditing, reconciliations, workflow management, documentation, reporting, and cross-functional coordination.

I’m most interested in remote roles across Billing Operations, Licensing, Order Management, Sales Operations, Revenue Operations, Renewals, and Customer Operations. I’m looking for a team where I can bring my experience, reliability, attention to detail, and problem-solving approach while continuing to learn and take on new challenges.