V Horn

I’m a Customer Experience and Operations professional with 15+ years of experience across fintech, SaaS, banking, and financial services. My background spans customer support, quality assurance, operations, investigations, team leadership, and process improvement.

Most recently at BILL, I evaluated customer interactions, analyzed trends and recurring issues, conducted quality reviews, and produced reporting to identify opportunities to improve customer experience and operational performance. Earlier in my career with Bank of America and Merrill Lynch, I supported customers across online banking, wealth management, and banking operations before moving into leadership and senior operations roles focused on complex investigations, escalations, risk, compliance, coaching, and workflow improvement.

I enjoy researching complex issues, identifying root causes, improving processes, and helping customers and teams reach the right resolution. I’m especially interested in remote opportunities in Customer Experience, Customer Success, Quality, Operations, and related analyst roles where I can combine my customer-focused background with my experience in problem solving, reporting, and continuous improvement.