Charles A.

Are you looking for an experienced operations professional to streamline your support queues, resolve intricate billing escalations, or safeguard your platform against chargebacks and fraud? With over 10 years of experience supporting global enterprise brands. I specialize in omnichannel customer care, revenue operations, and ticket triage management. I help SaaS companies, e-commerce brands, and digital publishers improve operational efficiency, protect revenue, and maintain industry-leading CSAT ratings. How I Can Help Your Business: - Omnichannel Customer Support & Escalation Handling: Deliver high-precision support across email, live chat, and phone. Resolve complex Tier-2 account inquiries, subscription renewals, access configurations, and licensing issues. Maintain strict adherence to Service Level Agreements (SLAs) and fast first-response times. - RevOps, Invoicing & Billing Management: Manage end-to-end billing workflows, including invoice disputes, digital payment failures, and credit card reconciliations. Process refunds and invoice adjustments in strict compliance with your revenue policies. Provide clear, professional invoice breakdowns to minimize payment friction and improve customer retention. - Risk Management, Fraud & Chargeback Mitigation: Audit high-risk transactions and user behaviors to detect unauthorized access or fraudulent activity. Implement proactive controls to reduce dispute rates, mitigate chargeback losses, and maintain trust and safety compliance. - Workflow Architecture & Team Quality: Organize chaotic ticketing queues with intelligent triage and tag-routing structures. Create, audit, and refine SOPs and operational playbooks to standardize support responses. Conduct CSAT/QA evaluations to identify recurring customer friction points and operational bottlenecks.