Business Operations Analyst, BigCommerce: Financial Business Operations
October 2020 – October 2021
Responsibilities:
- Conduct business analyses to ensure Company & Financial Operations practices are consistent with the stated business model, mission, and standards, and that they are compliant with all applicable regulations
- Where opportunities for improvement exist, collaborate to help build cost-effective processes and policies that will enable efficiency and effectiveness and will help attract new customers
- Where processes and policies are updated, verify that results improve; where necessary, write updated process documentation, conduct training, and prepare automated reports showing the output of the updated process.
- Where mature processes do not exist: identify, recommend, implement, and test changes that will allow for scalable growth
- Conduct research and analyze workflow processes to improve business procedures within Finance Operations, with an eye toward detecting and/or preventing potential failures, removing inefficiencies, and eliminating waste.
- Participate in cross-functional reviews of existing business processes and policies within the broader Company
- Monitor practices to ensure they support improved productivity and revenue generation
- Meet established metrics for response time and accuracy
- Use SaaS and Agile workflows and technologies
- End-to-end process project management, design, and rollout
- Use operations expertise to improve efficiency and drive productivity
- Review customer contracts to ensure proper revenue recognition and validate that customers are billed in accordance with contract terms
Tools and Technology: Zuora, Salesforce, JIRA, Confluence, Periscope, Tableau, Intacct, Microsoft Office, Avalara, Google Apps, Slack, Cybersource, Clientline, American Express Dashboard, PayPal Dashboard, Stripe Dashboard, Barclay Payment Portal, Bill.com Payment Portal, BMP, WHMCS
Billing AR Team Leader & Fraud Management, BigCommerce: Billing Management
December 2019 – October 2020
Responsibilities:
- Coach and motivate the Billing team to encourage a high-performance environment of billing accuracy and efficiency
- Review customer contracts to ensure proper revenue recognition and validate that customers are billed in accordance with contract terms
- Track billing issues and work cross-functionally to ensure issues are appropriately addressed in a timely manner
- Identify system or process holes/inefficiencies and work with the billing team, as well as cross-functionally, to implement system/process improvements and controls
- Assist in the monthly accounting close process as it pertains to billings, accounts receivable, and revenue recognition
- Gain in-depth knowledge of the Company’s billing system in order to effectively manage the Billing team’s use of the system, suggest process improvements to gain efficiencies, and appropriately work with other teams to educate them on what the system can and can’t do
- Manage the billing team to ensure efficient and effective processing of customer cancellations, customer suspensions, credits and refunds, chargebacks, fraud, and other special projects, as necessary
- Track and ensure collection for all non-automated cash payments and validate payments were appropriately applied to customer accounts
- Maintain and review the accounts receivable aging report to identify and rectify delinquent accounts and/or misapplied payments; reconcile the accounts receivable ledger to ensure all payments are properly accounted for and posted to appropriate customer accounts
- Reconcile all customer and partner payments to the Company’s bank account
- Maintain and review various other billing reports to identify and correct inappropriate invoice adjustments (credits, refunds, chargebacks, etc.)
- Generate financial statements and reports detailing accounts receivable and revenue recognition status for review by management
- Assist with customer chargeback disputes and verify proper reporting and recognition of chargebacks in general ledger
- Maintain and review revenue reports to ensure proper revenue recognition for both standard and non-standard customer contracts
- Review new and material non-standard contracts to ensure proper account set-up in billing system and correct revenue recognition
- Review billing changes, whether they’re changes to the billing system or processes, to ensure revenue recognition is not negatively impacted
- Assist with month-end revenue recognition reporting
- Assist with other ad hoc accounting and month-end duties, where necessary
Tools and Technology: Zuora, Salesforce, JIRA, Confluence, Periscope, Tableau, Wrike, Intacct, Microsoft Office, Avalara, Google Apps, Slack, Cybersource, Clientline, American Express Dashboard, PayPal Dashboard, Stripe Dashboard, Barclay Payment Portal, Bill.com Payment Portal, BMP, WHMCS, Bomgar, Google Analytics, Google Adwords, BigCommerce Dashboard, SSL, DNS, SEO, Omni-Channels.
AR Billing Analyst & Fraud Management, BigCommerce: Billing & Fraud
August 2018 – December 2019
Responsibilities:
- Manage all billing chargebacks and fraud issues that come into the company
- Ensure all chargebacks and fraud issues are documented and turned into their appropriate institutions to dispute on a case by case basis
- Manage billing for Enterprise Accounts and Retail clients
- Develop and maintain process/training documentation for improving billing procedures
- Provide outstanding Billing execution to our internal and external customers
- Respond to ticket requests while proactively keeping all stakeholders updated on the status of the issue
- Research and resolve billing issues
- Timely review and set up of contracts in the Billing system
- Make outbound calls as needed for chargebacks and other revenue retention efforts
- Work cross-functionally with Managed Account teams, Strategic Business Development, and Client Services, as well as other organizations towards timely and correct billing standards
- Process refund and credit requests
- Participate in monthly and quarterly Accounting Close activities as needed
- Assist with general operational projects and issues as needed
Tools and Technology: Zuora, Periscope, Cybersource, Clientline, American Express Dashboard, PayPal Dashboard, Stripe Dashboard, Microsoft Office, Avalara, Google Apps, Salesforce, JIRA, Confluence, Slack, BMP, WHMCS, Bomgar, Google Analytics, Google Adwords, All Social Media Platforms, BigCommerce Dashboard, SSL, DNS, SEO, Omni-Channels.
Technical Support Representative (Teishi & Genin), BigCommerce: Client Success
June 2017 – August 2018
Responsibilities:
- Provide phone, email, and chat technical support to merchants
- Assist merchants with billing, invoice, and account issues
- Decrease incoming volume by striving toward first contact resolution
- Advise merchants on eCommerce best practices
- Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices
- Communicate with the management team and developers to improve product functionality and resolve issues
Tools and Technology: BigCommerce UI Dashboard, SSL, DNS, SEO, Avalara, Omni-Channels, Email Clients, Google Apps, Salesforce, JIRA, Confluence, Slack, BMP, WHMCS, Bomgar, Google Analytics, Google Adwords, Social Media Platforms.