Open to opportunities

Martha Wightman

@marthawightman

Message

Experienced administrative professional specializing in billing and customer support.

South Africa

Message

What I'm looking for

I seek a remote role focused on billing, revenue assurance or client service where I can apply billing analysis, dispute resolution and team-support skills while delivering accurate reporting and reliable customer support.

I am a highly experienced administrative and customer support professional with 15+ years in telecommunications, billing, and client service, adept at email management, data handling, reporting, and problem resolution.

In my roles at MWEB I have analysed billing data to identify discrepancies and revenue loss, validated invoices, processed credits and adjustments, and maintained records and reports while resolving billing disputes and customer queries.

I have supervised teams as a Retention Team Manager, provided coaching and administrative oversight, and am comfortable working remotely with strong time management, attention to detail and proficiency in Microsoft Office, CRM and billing systems.

Experience

Work history, roles, and key accomplishments

Current

Revenue Assurance Administrator

Current

MWEB

Apr 2023 - Present (2 years 11 months)

Analyze billing data to identify discrepancies and revenue loss, validate invoices, process credits, and generate reports to ensure billing accuracy and recover revenue.

Invoice Validation Revenue Assurance Excel Reporting CRM Data Entry

Current

Reseller Billing Controller

Current

MWEB

Nov 2022 - Present (3 years 4 months)

Manage reseller accounts including processing invoices, credits and adjustments, preparing payment reports, and handling account queries to maintain accurate reseller billing.

Invoicing CRM Reporting Excel Account Management Ticketing Systems

Current

Client Service Administrator

Current

MWEB

Feb 2019 - Present (7 years 1 month)

Resolve billing disputes and customer queries, process refunds and cancellations, and maintain accurate client records to improve customer satisfaction and retention.

Customer Support Billing Refunds CRM Email Support Data Management Ticketing Multitasking

Current

Retention Team Manager

Current

MWEB

Jul 2018 - Present (7 years 8 months)

Supervised retention team performance, managed escalations, and provided coaching and administrative oversight to reduce churn and improve team outcomes.

Team Management Escalations Coaching Performance Monitoring Customer Retention Reporting CRM Communication

Customer Support Specialist

MWEB

Jan 2011 - Jan 2018 (7 years)

Managed email support and customer requests, resolved service and billing issues, and maintained service quality across support channels.

Email Support Customer Service CRM Ticketing Systems Troubleshooting MS Office Time Management

Technical Support Agent

MWEB

Jan 2006 - Jan 2011 (5 years)

Assisted customers with technical issues, provided troubleshooting and guidance to resolve service problems and improve customer experience.

Technical Support Troubleshooting Telecom Platforms Ticketing Systems PC Engineering Remote Support Problem Solving

Education

Degrees, certifications, and relevant coursework

Unknown Institution

Generic Management (NQF Level 5); Call Centre Diploma; MCSE; PC Engineering; Matric, Management / Information Technology

Completed Generic Management (NQF Level 5), Call Centre Diploma, MCSE certification, PC Engineering certification, and Matric qualifications relevant to administrative and technical support roles.