Anna Cupial
Sales Support Specialist
Seattle,WA
Summary
Obsessed with customers and passionate about quality Tier 2 TSE representing strong knowledge with Twilio products with 9 years of experience working in client oriented environments as a consultant, billing specialist and business analyst. Thoroughly manages customer data, expertly applying problem resolution via audits and troubleshooting. Out of box thinker and fast learner with superb attention to details.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
1
1
Language
Work History
Tier 2 Technical Support Engineer
Twilio
10.2023 - Current
- Providing product (Twilio and SendGrid) support across tickets (up to 9 tickets solved per day), chat, and phone for a wide range of customer inquiries
- Performing cross-communication with leadership, engineers, and other internal stakeholders to understand and achieve business priorities
- Reviewing and assisting with edition to Order Forms,
- Investigating pricing discrepancies and other model pricing issues
- Working with internal team to resolve customers inquiries (Fraud, Sales, Legal Finance teams)
- Participating in a Technical Account Mentorship program
Billing Specialist
Zipwhip
07.2020 - 01.2022
- Performed high volume of in-bound calls (up to 90% of all monthly inbound calls) pertaining to reconciliation of delinquent accounts.
- Established strong connection with Account Executives and Account Receivable to properly upgrade customers plans and create new increased billing amendments.
- Trained and mentored new team members on accounts payable systems and policies to build cohesive groups and promote operational performance.
Business Analyst
Amazon AWS
10.2019 - 05.2020
- Searched for data using SQL and Excel and communicated them to non data specialist in understandable manner.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Worked with business stakeholders (including speaking to wide range of audiences) to understand requirements and effectively prioritize projects.
- Communicated with most profitable customers regarding their payments and invoices.
- Monitored projects' progress and delivery using Kanban.
Quality Analyst
Blueprint Technologies
01.2019 - 09.2019
- Provided quality data for fast-growing support team of almost 400 employees.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
Billing/Account Tier2 Consultant
Blueprint Technologies
04.2016 - 01.2019
- Broke down and evaluated user's Tier 2 problems, using test scripts, personal expertise and probing questions.
- Investigated/handled most complicated Friendly Fraud/Chargeback scenarios.
Education
Master of Arts - Eastern European Studies, Linguistic Department
Jagiellonian University
Cracow, Poland 10.2005 - 07.2011
No Degree - Database Management
Bellevue College
Bellevue, Washington, WA10-2019
Skills
Billing Operations
Salesforce CRM
ZUORA
Customer Relationship Management
Google Sheet/Excel
Data and Business Analysis
Timeline
Tier 2 Technical Support Engineer
Twilio
10.2023 - Current
Billing Specialist
Zipwhip
07.2020 - 01.2022
Business Analyst
Amazon AWS
10.2019 - 05.2020
Quality Analyst
Blueprint Technologies
01.2019 - 09.2019
Billing/Account Tier2 Consultant
Blueprint Technologies
04.2016 - 01.2019
Master of Arts - Eastern European Studies, Linguistic Department
Jagiellonian University
10.2005 - 07.2011
No Degree - Database Management
Bellevue College