Operations and Billing Team Lead

I lead billing operations across multiple workflows, overseeing daily execution, team performance, and revenue collection activities.

I manage and coach billing representatives, set performance expectations, and provide ongoing feedback to improve productivity and quality.

I monitor revenue, payment activity, KPIs, and operational trends to identify gaps and implement corrective actions. I also develop and reinforce workflow improvements that increase operational efficiency.

I managed pending payments, applied discounts, and executed outbound call campaigns to support revenue collection.

I evaluated representative performance, tracked KPIs, and delivered coaching to maintain service quality and performance standards.

I also handled inbound customer inquiries with empathy and in accordance with company policies.

I delivered omnichannel customer support for L'Oréal, NYX, and Urban Decay.

I ensured that customer interactions followed brand standards and compliance requirements while providing a positive service experience.

I managed customer service activities, maintained CRM data in HubSpot, and coordinated digital marketing efforts.

I monitored KPIs, coordinated presentations, and analyzed engagement data to support administrative and digital strategies.

Bachelor's degree in Multimedia Engineering, expected to be completed in November 2030.

English communications training.