At BILL, I mentored approximately 15 remote support advisors and created onboarding guides, peer-coaching programs, and revised QA rubrics that sustained 95–100% QA performance standards across the team.
I owned complex partner and executive escalations across phone, chat, and email. After identifying an Intuit price plan overcharge affecting multiple clients, I coordinated cross-functional remediation and standardized team guidance to prevent recurrence.
I also designed a bulk-processing workflow that eliminated a 10-week PNC banking cancellation backlog while maintaining SLA compliance. I partnered with Product and Engineering on NetSuite sync errors and billing logic issues, providing reproduction steps that informed platform-level fixes.
Before BILL, I managed customer service and fulfillment teams at United General Supply Co., Inc. and handled live event operations at Reality of Wrestling. My work included designing client onboarding, building performance dashboards, and coordinating event logistics and staffing.
