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@siglindanoemimartine
Experienced Billing Specialist and Customer Support Engineer.
I am a Billing Specialist and Customer Support Engineer with over 20 years of experience in billing operations, financial support, and technical troubleshooting. My career has spanned global companies such as Google, HostPapa, and Paymentology, where I have developed a proven track record in accounts receivable, dispute resolution, and fraud investigations.
Throughout my professional journey, I have honed my skills in ERP tools, Excel reporting, and stakeholder support using platforms like Zendesk and Slack. I am fluent in both Spanish and English, which allows me to effectively communicate with diverse clients. My focus on client satisfaction and process improvement has consistently driven positive outcomes in my roles.
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Work history, roles, and key accomplishments
Paymentology
May 2023 - Present (2 years 6 months)
Managed premier client relationships via various communication platforms, investigating billing disputes and fraudulent transactions from acquirers. Processed chargebacks, escalated unresolved issues, and provided proactive client updates during system maintenance and technical troubleshooting.
HostPapa Inc.
Aug 2018 - May 2023 (4 years 9 months)
Resolved payment errors and billing issues through email and internal channels, supporting Tier 1 billing agents with invoice and account concerns. Processed sales orders, including service additions, invoicing, and provisioning, while conducting revenue tracking and client follow-ups to ensure satisfaction.
Surge
Sep 2017 - Mar 2018 (6 months)
Supported POS device troubleshooting via phone and email, diagnosing device issues and coordinating replacements. Scheduled on-site technician visits for complex problems, ensuring timely resolution for clients.
Telus
Sep 2012 - Feb 2016 (3 years 5 months)
Addressed billing and invoice concerns for business, nonprofit, and educational Google accounts. Provided comprehensive technical support for various Google services including Gmail, Drive, Admin Panel, and Vault.
Bell Canada
Jun 2009 - Dec 2012 (3 years 6 months)
Delivered ISP support, assisting customers with modem/router setup and internet troubleshooting. Successfully identified opportunities for upselling additional services to clients.
US Airways
Mar 2005 - May 2009 (4 years 2 months)
Handled lost luggage claims and compensation cases for airline passengers, ensuring customer satisfaction. Transitioned to managing reservations and L2 escalations for both domestic and international bookings.
Auntie Claire's Kindergarten
Jan 2003 - Dec 2004 (1 year 11 months)
Managed payroll, staff, and meal plans for the kindergarten, ensuring smooth daily operations. Organized and oversaw parent and school events, contributing to community engagement.
Degrees, certifications, and relevant coursework
High School Diploma, General Studies
Completed high school education, focusing on general studies and foundational academic subjects. Developed core academic skills across various disciplines.
Software and tools used professionally
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