i.

Profile

Dedicated and results-oriented Customer Service & Billing Manager with over 3 years of experience leading high-performing teams in dynamic, fast-paced environments. Proven track record of enhancing customer satisfaction and loyalty through strategic planning, process optimization, and team development. Strong leadership skills with the ability to motivate and mentor team members to achieve individual and collective goals. Committed to delivering exceptional customer experiences and driving continuous improvement across all levels of service.

ii.

Experience

Billing Manager
2024 - Present
Growe Company
  • Respond to customer inquiries about invoices, charges, payments, refunds, and account balances
  • Investigate and resolve billing discrepancies and payment issues promptly and accurately
  • Process refunds, credits, adjustments, and payment arrangements according to company policies
  • Maintain accurate customer account records and comprehensive billing documentation
  • Explain billing procedures, payment options, and account status to customers clearly
  • Collaborate with finance, accounting, and customer service teams to resolve complex issues
  • Monitor accounts for overdue payments and assist with collections processes when applicable
  • Ensure compliance with company policies, regulatory requirements, and data privacy standards
  • Escalate unresolved or high-priority billing concerns to appropriate departments
  • Provide professional, empathetic customer service while handling sensitive financial information
Customer Care Team Manager
2021 - 2024
Ibooben IT Development Company
  • Directed team members ensuring all customer inquiries attended to on time to maximum satisfaction
  • Developed and optimized operational modes to improve service quality for team and customers alike
  • Delivered detailed statistical performance feedback to management for staff evaluation and rewards
  • Identified team strengths and weaknesses; provided coaching and implemented disciplinary measures
  • Ensured availability and functionality of all equipment required for smooth operations
  • Personally resolved escalated customer cases and complex complaints from team members
  • Delegated duties strategically to streamline workflows through division of labor
  • Created and implemented work procedures enhancing organizational service delivery standards
  • Acted as key liaison between the organization and the customer service team
Executive Committee Member
Sep - Nov 2021
The Government of the Republic of Armenia
  • Greeted and directed visitors; responded to queries, complaints, and institutional requests
  • Coordinated meetings, conferences, and promotional office events
  • Performed administrative tasks: data entry, correspondence, filing, equipment maintenance
  • Maintained positive working relationships with vendors, clients, and coworkers
  • Reviewed and updated office procedures to reduce errors and enforce regulatory standards
Customer Support Senior Specialist
2020 - 2021
Vbet
  • Handled customer interactions via telephone, email, and live chat to provide product support
  • Resolved customer problems and concerns through appropriate corrective actions
  • Maintained accurate records of customer interactions, inquiries, and complaints
  • Applied specialized product knowledge to answer questions or route to appropriate teams
Download CV