Customer Success Specialist | Billing & Client Support | SaaS Onboarding | Imple

Overview

Looking for full-time work (8 hours/day)

at $7.48/hour ($1,440.00/month)

Bachelors degree

Last Active

June 19th, 2026 (6 days ago)

Member Since

January 6th, 2019

Profile Description

Customer support and billing specialist with experience in banking escalations, property account management, and SaaS software implementation. I help businesses resolve billing issues, manage client inquiries, and onboard customers efficiently, ensuring high satisfaction and smooth operations.

I bring 10+ years of professional experience supporting clients and managing accounts in fast-paced environments:

Implementation Consultant (Feb 2025 – Present): 
-Spearheaded end-to-end project rollouts for new client implementations, ensuring smooth onboarding and successful system adoption.
-Developed and maintained project tracking tools and implementation trackers to monitor milestones, timelines, and deliverables, helping ensure projects were completed on schedule and within scope.
-Consistently achieved the highest number of client activations in the team on a monthly basis, demonstrating strong project management and client coordination skills.

Property Account Manager (May 2019 – Jan 2025): 
-Managed and supported a portfolio of 600+ residential properties, providing operational and billing support to property managers and management teams.
-Assisted clients with resident billing inquiries, submetered utility questions, and vacant cost recovery processes, ensuring accurate billing and proper account reconciliation.
-Served as the primary point of contact for property managers, addressing service concerns and resolving complex billing or account-related issues.
-Guided clients through the system platform and billing tools, providing step-by-step assistance to ensure proper system usage and understanding of key features.
-Conducted and participated in client calls and account review meetings to address concerns, provide updates, and maintain strong client relationships.

Business Escalations Supervisor, Citibank (March 2017 – Dec 2018): 
-Managed and resolved high-priority and complex escalations from business banking clients that required advanced investigation beyond frontline customer service support.
-Investigated customer concerns related to billing disputes, payment processing issues, account servicing, and service dissatisfaction, ensuring accurate and timely resolution.
-Conducted root cause analysis by reviewing account activity, internal processes, and system records to determine the source of customer issues.
-Served as the primary point of contact for escalated cases, communicating directly with business clients to provide updates, explanations, and resolution outcomes.
-Collaborated with cross-functional teams including operations, fraud prevention, billing, and technical support to gather information and resolve complex customer cases.

Customer Service Associate
Citibank Retail (July 2015 - January 2016)
Citibank Small Business (January 2016 - March 2017)
-Handled 80–100+ inbound calls daily assisting retail and small business customers with account and credit card inquiries.
-Resolved issues related to payments, billing statements, disputes, and account servicing.
-Maintained high quality assurance and customer satisfaction scores in a fast-pacedcontact center environment.
-Ensured strict compliance with banking regulations, data security, and fraud preventionprotocols.

Core Skills:
-Customer Support
-Client Success Management
-Project Implementation
-Account Management
-Process Improvement
-Customer Escalations Handling
-Cross-Functional Collaboration
-System Training & Client Onboarding

Work Preferences:
Full-time remote, part-time considered
Flexible AU / UK hours