At My Current Tenure
Successfully managed diverse roles across billing, customer support, number porting, and cloud phone system operations. Not only delivered measurable results but also streamlined critical business processes and improved customer satisfaction.
Billing & Finance
- Managed billing for 1,000+ clients using QuickBooks and Porta-SIP’s billing system.
- Oversaw recurring billing and reconciliation for 50+ vendors.
- Conducted payment processor analysis and implemented Chase Gateway integration.
- Streamlined partner commission workflows, designing and deploying a custom automation tool.
Customer Support
- Handled 10,000+ support tickets via phone, email, and helpdesk, maintaining 99% customer satisfaction.
- Built and maintained a comprehensive knowledge base with FAQs, manuals, and how-to videos.
- Trained and mentored 12+ new team members in support best practices.
Number Porting
- Processed 5,000+ number porting requests across Canadian, US, Toll-Free, and international carriers.
- Standardized and optimized the entire porting process, reducing errors and turnaround times.
- Developed a DID Management & Analysis tool to simplify and automate porting workflows.
Cloud Phone System Engineering
- Deployed and managed 2,000+ cloud phone systems for clients.
- Expert in Porta-SIP Cloud PBX and 3CX (Certified Engineer).
- Designed complex auto-attendants, call flows, and routing solutions tailored to client needs.
Company-Wide Contributions
Streamlined multiple cross-department processes:
- Number Porting
- Order Management
- 911 Management
- DID Management
Authored and published:
- 50+ procedure manuals
- CPS training guides
- End-customer documentation
- Process analyses and optimization reports