Client Success & Billing Support Specialist

TIANA ROWELL

Smyrna, GA Open to Remote 470-***-**** *****.********@*****.*** linkedin.com/in/tiana-rowell-702893132

PROFESSIONAL SUMMARY

Client-facing support professional with 6+ years resolving account, billing, and payment issues across live chat, phone, and email for high-volume consumer and B2B platforms. Experience troubleshooting payment and transaction issues in Stripe and managing end-to-end support ticket queues in Zendesk, paired with CRM case management in Salesforce, working knowledge of Jira, and financial-operations fluency across AP, AR, billing, and reconciliation. Cross-trained across Zendesk, Salesforce, and NetSuite simultaneously while supporting a 72-account Southeast regional portfolio, documenting recurring issues for knowledge-base use and partnering cross-functionally to close the loop for clients. Looking to bring that same accuracy and cross-system fluency to FinMkt's Client Success team.

PROFESSIONAL EXPERIENCE

Account Manager / Dedicated Representative — RS Hughes, Southeast Region, Remote May 2025 – Present

●Serve as Account Manager for the Southeast region, overseeing 72 accounts total, including a dedicated portfolio of 38 national accounts as primary point of contact — troubleshooting billing, service, and account issues and resolving them without escalation.

●Earned expanded responsibility within the first year — awarded 3 additional accounts and selected for transfer to a higher-tier support team based on performance and reliability.

●Leverage Phocas analytics to research account history, order trends, and performance data across the portfolio, enabling faster and more informed resolution of billing and service issues.

●Standardize customer communication and workflows through Front across all 38 accounts, maintaining a consistent, professional response cadence even when resolution requires coordinating with other teams.

●Onboard 1–2 new or reactivated accounts monthly by processing incoming POs and quotes into the RS Hughes system, including reactivating former clients to recapture lost business.

AP / AR Specialist — Chick-fil-A, Inc., Atlanta, GA, Remote March 2024 – May 2025

●Researched and resolved incoming client and vendor inquiries through a shared mailbox, delivering consistent, high-accuracy support (99.8%) across 500–1,000+ monthly interactions.

●Collaborated cross-functionally to resolve issues and maintain accurate records, clearing an 18-month backlog and cutting resolution cycle time from 7 days to 3.

●Generated and processed 50–75 customer invoices daily within NetSuite as part of the AR workflow, reconciling subledgers to the general ledger to support month-end close and audit documentation.

IT Hardware Technician (Part-Time) — IT Hardware Experts LLC, Atlanta, GA, On-site July 2023 – Present

●Install and configure workstation hardware and equipment for incoming employees ahead of onboarding, ensuring systems are fully set up and ready on day one.

Payroll / Account Specialist — ADP, Alpharetta, GA, Hybrid December 2022 – July 2023

●Converted payroll processing for clients affected by the Silicon Valley Bank collapse to alternate banking institutions within 48 hours, ensuring employees were paid on schedule through a critical service disruption.

●Acted as first-level support and subject matter expert for a portfolio of clients, resolving inquiries via phone and email.

●Used Salesforce CRM to document client interactions and track case resolution, maintaining a clear history for handoffs and follow-up.

●Educated clients on product features and functionality; served as liaison between clients and internal departments to research and resolve issues.

Account Specialist (Contract) — WestRock, Atlanta, GA, Hybrid May 2022 – November 2022

●Managed inventory replenishment for a portfolio of accounts, calculating material needs and optimizing truck-load configurations against shipping diagrams to meet customer and inventory demands.

●Facilitated recurring account check-ins (weekly to biweekly) with customers to align on replenishment schedules, order timing, and evolving inventory needs.

Reimbursement Specialist — Instacart, Remote March 2020 – May 2022

●Provided live chat, phone, and email support across three audiences — customers, shoppers, and in-store shoppers — resolving order, account, and payment issues end to end in Zendesk.

●Troubleshot shopper payment-card failures and in-store device outages, processing Stripe-based reimbursements when shoppers used personal funds to complete customer orders.

●Manually processed shopper payouts when automatic deposits failed to post, ensuring shoppers were paid accurately and on schedule.

●Corrected customer account issues including account setup, order-entry errors, and information updates to keep orders processing without delay.

●Reimbursed customers for order inaccuracies caused by shopper error, documenting each case to maintain accurate transaction and resolution records.

Customer Service Representative — Heritage Property Management, Atlanta, GA October 2017 – May 2019

●Managed resident access control as part of the Access Team, deactivating clubhouse and pool entry devices for accounts with unpaid HOA fees using dedicated gate-access software.

●Coordinated directly with maintenance vendors to resolve gate and access-device malfunctions, minimizing disruption to resident entry across assigned neighborhoods.

●Drove homeowner compliance and engagement through targeted mail campaigns — pool-season openings, delinquent-fee notices, and parking decal renewals — and scheduled clubhouse events for residents.

●Served as the communication liaison between HOA boards and homeowners across multiple properties (houses, condos, townhomes), maintaining neighborhood-specific document binders to track incoming forms.

●Answered a high volume of inbound calls (50–150/day) from homeowners and vendors, managing service orders and account records across multiple queues.

SKILLS & TOOLS

Client Support: Live chat, phone & email support, high-volume ticket queue management, SLA/escalation discipline, root-cause troubleshooting, de-escalation, client onboarding & reactivation, knowledge-base documentation

Payments: Payment and transaction troubleshooting, reimbursements and dispute resolution, fraud/risk flagging, subscriber account management

Systems & Tools: Zendesk, Jira, Salesforce CRM, Stripe, NetSuite, Front, ADP Workforce Now, QuickBooks, Phocas Analytics, Microsoft Office Suite

Finance Operations: Accounts Payable (AP), Accounts Receivable (AR), billing & invoicing, account reconciliation, month-end close support

EDUCATION & CERTIFICATIONS

High School Diploma — Marietta High School, Marietta, GA

QuickBooks Certified User — Expected August 2026 (Certiport)

Project Management Essentials Certified — Management and Strategy Institute, November 2021

Personalize How You Work in Jira — Atlassian, November 2021

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