VALERIA PERREAULT
Aurora
Summary
Dynamic leader with a track record in driving business excellence through strong communication, process improvements, data utilization, and project management. Excels in optimizing operations and exceeding organizational goals by collaborating with other teams such as Sales, Revenue Operations, Customer Support, etc.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work History
Billing Supervisor
OpenTable
2 2022 - Current
- Developed personal performance plans with agents and provided on-going performance feedback and performance plan reviews
- Assessed current processes to uncover deficiencies and develop improvements that saw a 30% overall positive impact on the business
- Developed and implemented improvements to global processes to maximize efficiency and increase accuracy
- Established and implemented training programs in for the billing department that maximized team performance 75% proficiency within the first 90 days
- Utilize data to track and document metrics to evaluate trends for patterns in behavior
- Manage leading projects from inception until official launch by developing road maps, reports, processes and presentations to Directors and Execs
- Worked closely with tool developers to automate internal and external processes and maximize tool usage
- Create Salesforce reports that provide necessary data to analyze team performance and utilization of dashboards to show daily progress
Sr. Billing Support Specialist
OpenTable Denver
10.2019 - 01.2021
- Subject matter expert and guide for all billing processes and tool utilization
- Foster a positive and productive culture while maintaining a high level of performance and accuracy
- Inspect all agent functions including inbound email/phone work, processing payments, developmental commitments and internal contractual changes
- Coaching agents towards retention, accuracy, and customer experience goals
- Provide in-the-moment coaching through side by side observations and quality checks
- De-escalate and assist callers who ask for a Supervisor, Manager, ec
- Researched and resolved billing discrepancies to enable accurate billing.
Billing Support Specialist
OpenTable Denver
06.2019 - 10.2019
- Provide insight on available Marketing promotions to drive revenue and provide referrals to Sales team
- Analyzing and explaining in detail invoices and contracts
- Researching customer inquiries regarding previous payments and future credits
- Exceeded expectations for customer's experience
- Introduced quality assurance to billing calls
- Partnered with other internal departments to develop brand new processes and documentation
- Identified payment trends and adjusted billing processes accordingly to retain customers.
Customer Service Representative
OpenTable Denver
06.2018 - 06.2019
- Answer customer calls and emails, as well as employees, by assisting them with their technical and software related problems
- Assist restaurants with accessing different types of reports, available promotions and business needs to drive profit
- Provide potential new restaurants inquiring about our services, benefits and operational value of our product
- Assist the recruiting team with interviews for Customer Service
- Representatives
- Provide an excellent customer experience as seen by multiple 100% scores in
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Bachelor of Arts - Communications And Marketing
California State University - Long Beach
Long Beach, CA 08.2010 - 05.2015
Skills
Verbal and Written Communication Skills
Customer Service
Problem-Solving
Business Process Improvement
Project Management
Contract Management
Reporting Skills
Workflow Management
Data Validation
Reporting skills
Performance monitoring
Languages
Spanish
English
Software
Salesforce
NetSuite
Excel/Google Sheets
SuperSet
Orbital
Preset
ZenDesk
Timeline
Sr. Billing Support Specialist
OpenTable Denver
10.2019 - 01.2021
Billing Support Specialist
OpenTable Denver
06.2019 - 10.2019
Customer Service Representative
OpenTable Denver
06.2018 - 06.2019
Bachelor of Arts - Communications And Marketing
California State University - Long Beach
08.2010 - 05.2015
Billing Supervisor
OpenTable
2 2022 - Current
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