Chargeback & Billing Specialist | Executive VA

Delivered non-voice customer service support for a US-based client, handling billing inquiries, dispute concerns, subscription issues, and account management through email and back-office channels. Maintained high customer satisfaction standards while resolving concerns accurately and within set response timelines. Previously recognized as Top 2 Agent for customer satisfaction at Alorica Inc.

Handled end-to-end chargeback and dispute management for a US-based healthcare client. Processed and analyzed chargeback cases across Visa, Mastercard, and Amex, identifying reason codes, gathering evidence, and submitting representments. Maintained chargeback ratio within acceptable thresholds and coordinated with payment processors to resolve disputes efficiently.

Provided executive-level administrative support including calendar management, email correspondence, task coordination, and internal reporting. Streamlined workflows and improved CRM invoice processes that reduced manual steps significantly.

Provided real-time chat support to customers, addressing order status inquiries, billing questions, and general account concerns. Maintained professional communication while resolving issues efficiently within set SLA targets.

Managed subscription billing cycles, processed invoices, and handled payment discrepancies for a US-based client. Coordinated with internal teams to resolve billing issues and ensure accurate transaction records using CRM tools.

Managed CRM accounts, updated client records, tracked billing statuses, and maintained accurate customer data. Identified and resolved a hyperlink error in invoice templates that improved payment processing efficiency.

Provided technical assistance to customers experiencing product and service issues. Diagnosed problems, walked customers through troubleshooting steps, and escalated complex cases to appropriate teams when necessary. Ranked Top 2 Agent for customer satisfaction at Alorica.

Validated large datasets for accuracy and compliance. Moderated content and enforced platform guidelines.

Handled customer and client email communications for a US-based company, responding to billing inquiries, dispute concerns, and account-related issues. Maintained prompt response times and ensured accurate resolution of concerns through written correspondence.

Performed accurate data entry tasks including updating customer records, logging transaction details, and maintaining organized databases within CRM platforms. Ensured data integrity and consistency across all entries.

Provided comprehensive administrative support to executives including task coordination, document management, scheduling, and internal reporting. Streamlined office workflows and maintained organized records for operational efficiency.

Handled outbound appointment setting for a US-based client, contacting prospects, confirming schedules, and maintaining accurate records of booked appointments within the CRM. Consistently met daily targets while maintaining professional communication standards.

Conducted structured data research and information gathering tasks for various projects. Verified records, sourced accurate data from online platforms, and compiled findings into organized reports. Applied strong attention to detail to ensure reliability and accuracy of all research outputs.

Monitored and managed eCommerce orders using ShipStation, tracking order statuses from placement to fulfillment. Coordinated with fulfillment teams to resolve delays, missing shipments, and order discrepancies in a timely manner.