Lauro Sangalang

At Heroku, I triage complex customer-impacting billing issues and manage invoicing, payments, credits, refunds, suspensions, and delinquency workflows. I partner with Engineering, Sales, and Operations to restore account accuracy, maintain service continuity, and improve support processes.

Across more than 10 years at Genesys Telecommunications Labs and Heroku, I've improved data accuracy, reduced discrepancy resolution time by 30%, and strengthened documentation and operational consistency. I bring hands-on experience in remote troubleshooting, customer escalations, auditing, workflow management, and cross-functional coordination.