Alfonso L. Hankerson
Webflow
Miramar,FL
12
years of professional experience
Client-focused support professional with 10+ years of experience in SaaS customer service and billing. Skilled at resolving account, invoicing, refund, and payment issues while maintaining strong CSAT, reducing repeat contacts, and meeting SLAs. Proficient with Zendesk, Jira, and Stripe; comfortable with HTML/CSS and DNS for basic troubleshooting. Recognized for clear communication, cross-functional collaboration, and process improvements that enhance customer satisfaction and retention.
Work History
Customer Support Agent
3 Years 6 Months- Manage high-volume email/chat queues in Zendesk for account and billing issues; consistently meet response and resolution SLAs.
- Resolve payment challenges in Stripe (refunds, prorations, subscription changes, failed payments) with accuracy and policy compliance.
- Partner with Product/Engineering via Jira to document issues, identify root causes, and drive customer-impacting fixes.
- Maintain strong CSAT through clear communication, proactive follow-ups, and ownership from intake to resolution.
- Apply working knowledge of HTML/CSS and DNS to troubleshoot site/hosting questions in the context of billing and account needs.
Billing Analyst
1 Year 2 Months- Handled billing inquiries (invoices, pricing, refunds) with concise, audience-appropriate responses; reduced escalations and confusion.
- Drove customer satisfaction by delivering accurate resolutions and clear policy explanations; flagged billing anomalies for corrective action.
- Collaborated with Support, Product, Compliance, Investigations, and Accounting to streamline workflows and expedite complex cases.
- Created/refined templates and macros that improved consistency and reduced handle time for common billing issues.
Customer Care Associate Billing Specialist
2 Years- Served as primary liaison via email, phone, and chat; owned cases end-to-end to improve resolution quality and customer satisfaction.
- Promoted to Billing Specialist; processed refunds/credits, subscription changes, and disputes with high accuracy.
- Increased retention by resolving billing friction points and educating customers on plan options and best practices.
Sales Consultant
11 Months- Drove sales of wireless and business lines through consultative selling and needs-based recommendations.
- Troubleshot device issues; clarified billing to improve transparency and customer satisfaction.
Sales Representative
3 Years 10 Months- Matched customers with optimal products and services; improved attachment rates and long-term satisfaction.
- Cross-trained across departments to maintain coverage during staffing reductions; twice earned Employee of the Month.
Education
Associate of Science - Computer Science
GPA: 3.4
Skills
SaaS Support (Email/Chat)
Case/Ticket Management (Zendesk)
Escalation Handling
Billing & Invoicing
Refunds/Prorations
Failed Payments
Chargebacks (Stripe)
Subscription & Account Management
Upsell/Cross-sell
CSAT/SLA Management
First Contact Resolution
Root Cause Analysis
Bug Triage (Jira)
Documentation
Process Improvement
Zendesk
Jira
Stripe
Wix Answers
Google Workspace
MS Office
HTML
CSS
DNS (basics)
Personal Information
Title: Customer Support & Billing Specialist (SaaS, Payments)
Timeline
Customer Support Agent
Webflow
03.2023 - CurrentRead More
Billing Analyst
Intuit Mailchimp
12.2021 - 02.2023Read More
Customer Care Associate Billing Specialist
Wix.com
08.2019 - 08.2021Read More
Sales Consultant
AT&T
09.2018 - 08.2019Read More
Sales Representative
Best Buy
11.2014 - 09.2018Read More
Broward College
Associate of Science from Computer Science
Read More