Tiera Wilson
Lilburn,USA
Summary
Detail-oriented Billing Specialist with extensive experience in customer service, technical support, and retention. Adept at managing financial transactions, processing invoices, and ensuring accuracy in billing systems. Strong communicator with a proven ability to resolve customer concerns efficiently while maintaining professionalism. Skilled in Microsoft Office, Microsoft Excel, accounting software, and data entry.
Overview
12
12
years of professional experience
Work History
Merchant Escalated Support
DoorDash
05.2020 - 11.2025
- Managed high-volume customer interactions via phone, email, and chat, ensuring timely resolution of billing and account concerns.
- Maintained accurate documentation of transactions and customer communications across multiple systems.
- Provided exceptional support while maintaining professionalism and empathy.
- Completed POS Integration assistant between providers and merchants
- Handled invoice issues and assisted with 1099 forms
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Technical Support Representative
Ring Inc
04.2017 - 05.2020
- Assisted customers with troubleshooting and reconnecting devices via Wi-Fi, ensuring seamless service.
- Tracked orders and shipments, addressing billing inquiries and discrepancies.
- Managed over 30 complex customer situations with professionalism, meeting service commitments daily.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Retention Specialist
CenturyLink Inc
07.2016 - 04.2017
- Negotiated customer retention strategies, ensuring satisfaction and continued service.
- Resolved billing concerns and provided alternative solutions to maintain customer loyalty.
- Followed standard procedures for retention problem-solving and account adjustments.
- Responded to minimum of 25 customer requests for products, services, and company information daily.
Retention Specialist
Convergys Corporation
02.2014 - 07.2016
- Addressed customer billing complaints, processed adjustments, and ensured accurate charges.
- Retained customers by offering tailored solutions and negotiating service plans.
- Utilized problem-solving skills to implement strategies that improved customer satisfaction.
- Trained and mentored junior staff on best practices for customer retention strategies and tools.
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Assisted over 20 customers daily via email and phone.
Education
High School Diploma - undefined
Gardena Senior High School
Gardena, CA01.2006
Skills
- Billing & Invoicing: Experienced in processing invoices, tracking payments, and ensuring financial accuracy
- Customer Service & Retention: Proven ability to resolve concerns, negotiate effectively, and retain clientele
- Technical Support: Proficient in troubleshooting and managing customer systems and accounts
- Software Proficiency: Skilled in Microsoft Office (Excel, Word) and various accounting/billing platforms
- Communication & Problem-Solving: Excellent written and verbal skills with strong analytical thinking
- Able to navigate between multiple systems and monitors simultaneously
Accomplishments
- Consistently exceeding metrics
Timeline
Merchant Escalated Support
DoorDash
05.2020 - 11.2025
Technical Support Representative
Ring Inc
04.2017 - 05.2020
Retention Specialist
CenturyLink Inc
07.2016 - 04.2017
Retention Specialist
Convergys Corporation
02.2014 - 07.2016
High School Diploma - undefined
Gardena Senior High School