GUADALUPE "LU" RUIZ

Responsibilities:

• Conducted Financial Operations, Billing, FP&A, and Accounting escalations involving Zuora, Salesforce, and the companies C.UI ensuring all issues were comprehensively addressed and meticulously documented to maintain a high standard of accuracy
• Led collaborative efforts to develop cost-effective strategies that improved customer acquisition, while ensuring compliance with regulatory standards to enhance productivity and revenue operations.
• Maintained system integrity and security, conducted extensive research and internal audits to optimize business practices, and utilized system analyses for workflow enhancements.
• Defined project requirements and engineered solutions through stakeholder meetings, operational analysis, and detailed documentation, including mapping requirements and preparing system specifications.
• Managed project logistics, including estimates, phase details, staffing, and costs, ensured operational excellence through training, documentation, and reporting, and recommended system enhancements to automate processes.

Responsibilities:

• Maintain billing integrity by verifying data accuracy, processing updates, and ensuring invoices align with customer contracts and sales orders.
• Investigate billing discrepancies, manage periodic reviews of accounts with credit balances, and handle refund processes.
• Administer tax compliance on our platform, including tax collection and remittance, and ensure accurate revenue recognition in line with customer contracts.
• Analyze accounts receivable aging reports to manage delinquent accounts, coordinate collection efforts, and document weekly activities.
• Support the enhancement of Accounts Receivable and Operations functions, maintain up-to-date process documentation, and assist with monthly accounting closings related to billings and revenue.

Responsibilities:

• Conduct and analyze business operations to ensure alignment with company standards and compliance with regulations, while identifying and implementing scalable process improvements.
• Collaborate on creating cost-effective policies and processes to enhance operational efficiency, effectiveness, and customer attraction.
• Oversee the updating of processes and policies, including writing documentation, conducting training, and generating automated reports to demonstrate improvements.
• Utilize SaaS and Agile methodologies to manage and improve end-to-end project workflows, driving productivity and efficient response metrics.
• Review and monitor financial operations, customer contracts, and business procedures to optimize revenue recognition, billing accuracy, and overall productivity.

Responsibilities:

• Coached and motivated the Billing team to maintain billing accuracy and efficiency, ensuring a high-performance environment.
• Reviewed customer contracts and billing processes to guarantee correct revenue recognition and compliance with contract terms, including overseeing adjustments like credits and refunds.
• Identify and resolve system or process inefficiencies in collaboration with the billing and other teams, aiming for continuous improvement and effective control implementations.
  Manage and track billing-related issues, ensuring they are addressed promptly and cross-functionally, while also maintaining key billing system knowledge to effectively manage the team.
• Oversee the monthly accounting close process related to billings, accounts receivable, and revenue recognition, including reconciliation tasks and the maintenance of accurate financial records.
• Handle special projects related to billing such as customer cancellations, suspensions, and chargebacks, ensuring proper procedures are followed for revenue recognition and customer account management.

Responsibilities:

• Managed all billing chargebacks and fraud issues, ensuring thorough documentation and dispute resolution with appropriate financial institutions.
• Oversaw billing operations for both enterprise accounts and retail clients, developing and maintaining process documentation to enhance billing procedures and training.
• Delivered exemplary billing execution and customer service, handling ticket requests and maintaining proactive communication with all stakeholders.
• Coordinated with Managed Account teams, Strategic Business Development, and Client Services to uphold timely and accurate billing standards, and executed revenue retention efforts including outbound calls.
• Assisted in monthly and quarterly Accounting Close activities, processed refund and credit requests, and supported general operational projects as needed.

Responsibilities:

• Deliver comprehensive technical support via phone, email, and chat to enhance merchant experience, addressing queries related to billing, invoices, and account management.
• Champion first-contact resolution to significantly reduce incoming query volume, streamlining process efficiency and improving customer satisfaction metrics.
  Provide expert guidance on eCommerce strategies and best practices, empowering merchants to optimize their online business operations.
• Engage in continuous professional development through a combination of classroom instruction, video tutorials, and self-paced learning modules, ensuring mastery of current product features and eCommerce trends.
• Collaborate closely with the management team and software developers to refine product functionality and troubleshoot complex issues, driving innovations that respond to user feedback.