Technical Customer Support & Customer Success

ALEXIS WHITFIELD

Houston, TX 832-***-**** ***************@*****.*** LinkedIn

PROFESSIONAL SUMMARY

Technical Customer Support and Customer Success professional with 7+ years of experience supporting small and mid-market businesses (SMBs) in SaaS and fintech environments. Expertise in troubleshooting software integrations, resolving Accounts Payable (AP), Accounts Receivable (AR), payment operations, and technical escalations. Proven success delivering white-glove support to BILL's top 1% of customers while maintaining a 4.7/5 CSAT and 90%+ case resolution rate. Experienced collaborating with Engineering, Product, Sales, and Support teams to solve complex customer challenges.

CORE QUALIFICATIONS

Customer Success • Technical Support • SaaS & FinTech • Software Integrations • AP/AR Operations • Payment Processing • Root Cause Analysis • Escalation Management • Cross-Functional Collaboration • Training & Mentorship

TECHNICAL SKILLS

Salesforce • Zendesk • Jira • Atlassian • Slack

QuickBooks Online • QuickBooks Desktop • NetSuite • Sage Intacct • Xero • Microsoft Dynamics Business Central (MSDBC)

Microsoft Office Suite

PROFESSIONAL EXPERIENCE

Premium Customer Care Advisor (Jan 2024 – Jun 2026)

BILL

Provided white-glove support to BILL's top 1% of customers across phone, chat, email, and Zoom.

Supported small and mid-market businesses (SMBs), averaging 10–20 customer interactions daily.

Resolved synchronization and integration issues involving QuickBooks Online, QuickBooks Desktop, NetSuite, Sage Intacct, Xero, and Microsoft Dynamics Business Central.

Supported Accounts Payable (AP) and Accounts Receivable (AR), including ACH, checks, virtual cards, payment reconciliation, and payment troubleshooting.

Performed 2+ console management cases daily involving backend account administration and user permissions.

Partnered with Sales on 2+ customer account requests weekly.

Handled complex escalations and collaborated with Engineering, Product, and Tier III Support.

Utilized Salesforce, Zendesk, Jira, Atlassian, and Slack.

Maintained a 90%+ resolution rate and 4.7/5 CSAT.

Trained and onboarded new hires.

Vendor Support Advocate (Sep 2021 – Dec 2023)

BILL

Supported vendors using BILL's payment platform and resolved payment, invoice, and account issues.

Assisted customers with AP/AR workflows, Vendor Direct, banking reconciliation, and payment processing.

Cross-trained across support functions and mentored teammates.

Premier Service Agent (Mar 2020 – Apr 2021)

AT&T Mobility

Maintained a 94% customer satisfaction rating while resolving complex billing and service issues.

Strengthened customer retention through proactive problem-solving and personalized solutions.

Chat Care & Technical Support Specialist (Mar 2019 – Feb 2020)

Sutherland Global Services

Managed 40+ customer chat interactions daily while troubleshooting technical and account issues.

Documented customer interactions and consistently met quality goals.

Customer Service Sales Agent (Nov 2018 – Mar 2019)

iQor

Resolved approximately 90% of customer issues during the initial interaction.

Provided technical support, billing assistance, and order management.

Student Assistant / Office Assistant (Aug 2016 – Aug 2017)

University of Kansas

Processed financial aid records and generated reports using Microsoft Excel.

Student Tutor (Oct 2016 – Aug 2017)

America Reads America Counts

Developed individualized tutoring plans to improve student performance.

LEADERSHIP & RECOGNITION

CX Mentorship Program Mentor

EX 2.0 Committee Member

Trained and onboarded new hires

Escalation resource for complex customer issues

EDUCATION

University of Kansas — Coursework in Social Work

Houston Community College — Associate of Science, Nursing Assistance

Alief Hastings High School — High School Diploma

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