Product and Platform Support Specialist | Billing Analyst

Identified recurring technical issues through data analysis and performance reporting, collaborating with engineering and product teams to implement corrective actions and drive continuous improvement. Maintained comprehensive and up-to-date process documentation, enhancing team efficiency, scalability, and knowledge sharing in alignment with SOPs. Generated and reviewed support metrics to measure performance, monitor SLAs, and inform strategic process enhancements. Demonstrated exceptional attention to detail in documenting client interactions and troubleshooting steps, ensuring full traceability, data integrity, and compliance. Actively contributed to cross-functional initiatives, supporting operational alignment and execution across teams.

Designed and delivered data-driven training programs focused on accuracy, compliance, and effective case management, enhancing team performance and operational consistency. Developed process documentation and standard operating materials to support consistent, high-quality work across the team and ensure alignment with SOPs. Processed and documented client interactions with exceptional attention to detail, maintaining data accuracy across all systems and supporting compliance efforts.

Managed end-to-end billing operations, ensuring accurate invoicing, account reconciliation, and timely payment processing. Investigated and resolved billing discrepancies by collaborating with Finance, Operations, and Account Management teams. Analyzed billing data and generated reports to support decision-making, improve accuracy, and identify process improvement opportunities. Maintained billing documentation and process adjustments in compliance with internal controls, audit requirements, and SLAs. Contributed to workflow optimization initiatives that enhance operational efficiency and reduce billing errors.

Manage end-to-end billing operations, ensuring accurate invoicing, account reconciliation, and timely payment processing. Investigate and resolve billing discrepancies by collaborating with Finance, Operations, and Account Management teams. Analyze billing data and generate reports to support decision-making, improve accuracy, and identify process improvement opportunities. Maintain billing documentation and process adjustments in compliance with internal controls, audit requirements, and SLAs. Contribute to workflow optimization initiatives that enhance operational efficiency and reduce billing errors.