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Billing Analyst, Customer Support

Location:Manila, Philippines (From home)

Education level: College/University
Education field: Medical and Health Professions
Years of experience: more than 5
Attributes that best describes:
Independent worker
Strong analytical skills
Good communicator

Specialized in customer support. I've worked as a Guest Relation Officer for 2 years catering to VIP guests at Shangrila Hotel. I also worked as a Key Accounts Officer for Asia Brewery Incirporated. I have Financial background since I also worked as a telephone banker at JP Morgan & Chase. Billing Analyst . I'm currently a Subject Matter Expert. My role includes performing impact assessment on defects to determine customer impacts and heads affected. I raise, handle and verify tickets making sure that these are valid tickets. I handle forms raised from our site and raise this accordingly as per defect management process. My duties includes cross referencing the tickets raised with documentation if the system isn't performing as expected. I provide updates to our floorwalkers and Team Managers with any new issues, workarounds or when a ticket is fixed. I give them a quick brief around of what's going on and help keep everyone in the loop. I attend client calls to update and share input on tickets raised. I have daily briefing with all of our Subject Matter Experts and Team Managers before they start their shifts providing further detail to any tickets and sends a daily report with any tickets open or fixed.

As an SME, I support our frontline agents regarding the business processes. I also handle Academy or agents who are still on training/nesting making sure that they understand processes during knowledge transfer. I make sure that agents are able to meet their metrics and provide regular coaching.

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