Customer Resolution Specialist - Payment & Support

Ishmail Ayi

Houston, TX *****

Email: ******@*****.***

Phone: +1-346-***-****

Professional Summary

Dedicated customer support and resolution specialist with over 10 years of experience in problem solving, payment research, accounting software troubleshooting (including QuickBooks Online), and delivering exceptional customer service. Skilled in root cause analysis, cross functional collaboration, and creating positive customer experiences.

Work Experience

Resolution Specialist

Bill.com

November 2020 to October 2025

--5 years of experience using Salesforce and Zendesk to support clients with multiple issues.

-Managed 60+ daily customer interactions across phone, chat, and email while consistently meeting KPI targets.

-Exceeded chat resolution KPIs while maintaining a 95%+ QA compliance.

-Investigated and resolved payment issues, including delays, failed transactions, returns, and processing discrepancies.

-Handled escalated customer concerns with a focus on de-escalation, retention, and maintaining customer trust.

-Assisted customers with accounting software troubleshooting, including QuickBooks Online sync issues and integration discrepancies.

-Worked cross-functionally with internal teams to identify root causes, report bugs, and improve customer experience workflows.

-Contacted customers and vendors directly to ensure timely resolutions and positive outcomes.

-Provided coaching feedback and support recommendations to improve team performance and customer interactions.

Customer Experience Specialist

Percepta - Ford

February 2020 to October 2020

Served as the primary point of contact for customer repair and financial assistance cases.

Resolved customer complaints while maintaining professionalism and empathy in high-stress situations.

Advocated for customers to achieve positive resolutions and improve overall satisfaction.

Built rapport with customers to strengthen trust and brand loyalty.

Corporate Server Trainer

Outback Steakhouse

September 2019 to July 2020 -

Delivered excellent customer service in a fast-paced environment while ensuring guest satisfaction.

Trained and mentored new employees on customer interaction and service standards.

Helped resolve guest concerns quickly and professionally to maintain positive dining experiences.

Corporate Trainer / Server

Applebee's Grill + Bar

June 2016 to April 2019

- Delivered exceptional customer service and supported restaurant operations.

- Trained new servers and functioned as a neighborhood expert.

Customer Service Representative

Chemical Separations Silitek

January 2007 to May 2016 - Assisted customers with billing and service inquiries.

-Placed work orders for chemist assignments.

-Packaged and shipped customer orders.

Education

Criminal Law (High School or Equivalent)

Norristown Area High School — Norristown, PA

September 2003 to June 2006

Skills

•Experienced with Zendesk and Salesforce

•Payment Research

•Accounting Software Troubleshooting (including QBO)

•Microsoft Office Suite (10+ years)

•Cloud Infrastructure

•Negotiation & Conflict Resolution

•Training & Supervising (2+ years)

•Customer Service (10+ years)

•Organizational Skills

•Java (Basic)

•Telecommunication

•Sales (10+ years)

Contact this candidate