Elfren Bayona

Elfren Bayona Billing Operations Specialist | AR Management • Collections | Telecom | MSP | SaaS Bacolod City, PH Summary Billing Support Lead with 8+ years of experience in subscription -based and SaaS billing environments, including support for U.S. telecom and UCaaS clients. Skilled in managing invoicing, collections, escalations, and ticket queues using tools like Autotask, HubSpot, and Google Sheet s. Proven ability to coach support teams, enforce SLAs, and improve customer satisfaction through structured workflows. Familiar with Stripe, subscription billing models, and AI -enhanced customer service tools. Comfortable in fas t-paced, ambiguous environments with a strong focus on quality and performance targets. Skills • • • Core Billing & AR Billing cycle management, invoicing, collections, AR monitoring, dunning processes, credit memo processing, dispute resolution, reconciliations, reporting, process documentation, process improvement Customer & Support Experience Call center support, ticket escalation handling, customer onboarding, order fulfillment, cross-functional coordination, issue resolution, time management, adaptability Tools & Platforms Rev.io, Datagate, Autotask, QuickBooks Online, Xero (familiar), Authorize.net, HubSpot, Salesforce, Zendesk, Confluence, ClickUp, Excel, Outlook, Word, Google Sheets, Trello, Netsapiens, ReachUC, PandaDoc (familiar), Stripe (familiar) Work History Billing Support Team Lead SkySwitch – BCM One | WCS Asia September 2019 to June 2025 Team Management • Lead, mentor, and develop a team of Billing Specialists. • Conduct regular performance evaluations and coaching and provide constructive feedback. • Foster a collaborative and efficient work environment. Billing Operations • Lead the Bill Run cycle, ensuring timely and accurate invoicing for products and services to the partners. • Generated, reviewed, and distributed invoices to clients and partners, ensuring accuracy and timely delivery. • Responded to partner and client billing inquiries via phone and email, ensuring timely and professional resolution. • Managed and improved the billing cycle by utilizing applications and billing system features therefore reducing the billing cycle date by 20% • Performed account reconciliations by reviewing customer ledgers and matching payments from banks or processors against internal records, investigating discrepancies, and ensuring accuracy across billing and AR systems. • Develop and implement billing policies and procedures to ensure compliance with company standards. • Evaluate and approve monthly credits and refund requests. • Manage and distribute billing queue and ticket requests assigned to the Billing Team via Autotask and LNP/NMP Tickets, ensuring timely resolution of partner inquiries. Support and process account cancellation tickets • Manage Skyswitch’s accounts receivable and collection processes, structuring and maintaining customer payment arrangements, negotiating extensions when necessary, ensuring timely collections, and maintaining a collection/recovery rate of 90%. • Support billing team response to team member’s questions and concerns through company Slack Channels. • Create and maintain process documentation to ensure consistency, accuracy, and efficiency across billing operations. • Maintained and optimized internal billing infrastructure, ensuring billing systems, configurations, and data integrity supported accurate invoicing and reporting. • Identified and implemented enhancements, including automation in billing and collections workflows, to improve accuracy, efficiency, and reduce manual tasks. Customer Support • Serve as the primary point of contact for customer billing inquiries and issues. • Managed escalated billing issues and customer complaints within defined SLAs, coordinating with cross-functional teams to achieve timely resolution and maintain customer satisfaction. • Trained team members on effective customer interactions via phone and ticketing system, Autotask. Collaboration • Work closely with Revenue, Sales, Engineering, Support, Accounting, and Tax Regulatory Teams to ensure seamless billing operations. • Meet regularly with the EVP of UCaaS Operations on cross-departmental projects and initiatives to streamline processes and improve partner experience. • Collaborate with Regulatory Tax Compliance Team to ensure that partners’ taxes are calculated correctly. Reporting and Analysis • Generate and analyze billing reports to track performance metrics and identify trends. • Prepare regular reports for management on billing activities, and team performance. • Use data analysis to recommend improvements in billing processes. Compliance and Auditing • Ensure compliance with relevant regulations and company policies regarding billing operations practices. • Assist in internal and external audits related to billing and financial processes. • Stay updated on industry best practices and regulatory changes affecting billing operations Billing Specialist SkySwitch – iReply Back Office Services January 2017 to September 2019 Billing & Invoicing Started as the company’s first billing specialist, managing invoicing and collections while processes and customer volume were still developing. • Create accurate invoices and issue monthly statements. • Generated, reviewed, and distributed invoices to clients and partners, ensuring accuracy and timely delivery. • Responded to partner and client billing inquiries via phone and email, ensuring timely and professional resolution. • Reconciled incoming client payments against invoices, ensuring accuracy and timely posting. • Managed monthly bill run cycle and collection. • Support colleagues in other departments to solve complex billing errors. • Listens, analyzes, and resolves customer billing issues. • Educated customers in using the billing platform. • Contributes to the improvement of billing and customer onboarding process. Store & Order Fulfillment • Monitors and processes store orders, returns, and shipments. • Ensures that ordered items from the store are delivered to the customers. • Provide shipping label from the shipping portal, if necessary, for the returned products. • Collaborates with vendors and logistics partners to ensure timely product delivery, correct order update or changes. • Updates store product item information, description, tagging, and price in WordPress and Magento CMS. • Processed and resolved a claim for a lost fax ATA device, coordinating with insurance to ensure reimbursement up to $100. • Recovered a lost item valued at $7,200 caused by a customer’s incorrect address entry, coordinating with carrier and internal teams to ensure delivery. • Successfully arranged international shipment of telecom devices worth $10,000 using a third-party logistics (3PL) provider. • Managed the offboarding and return of our discontinued product line from the 3PL warehouse back to our office for proper closure and inventory reconciliation. Customer & Administrative Support • Updated client billing and account information in CRM systems based on requests via phone, email, or ticket. • Organized files to support efficiency and traceability. • Handled inbound and outbound calls to assist customers with billing questions, account updates, order status, and general support, ensuring clear communication and timely resolution. Freelance – Billing System Trainer iReply Back Office Services Nov 2023 – Jan 2024 • Trained new hires on billing operations, including invoicing, collections, dispute resolution, and month-end processes. • Delivered hands-on walkthroughs of billing platforms such as Rev.io, ensuring new team members gained system proficiency. • Created step-by-step guides, SOPs, and training documentation to support onboarding and reduce ramp-up time. • Provided real-time coaching and support during initial bill runs and daily billing tasks. • Assessed new hire performance and identified areas for follow-up training or clarification. • Standardized onboarding procedures to improve consistency and reduce training gaps across the team. • Coordinated closely with managers to align training content with role expectations and company workflows. Freelance - IT Admin Varisource May 2022 – November 2022 • Conducted data gathering and analysis projects related to telecom and IT services. • Reviewed and extracted key information from telecom service contracts, invoices, and billing documents. • Performed in-depth internet research to identify vendors, services, and pricing for telecom-related targets. • Entered and organized high-volume data with accuracy and efficiency using Excel and cloud-based tools. • Provided detailed reporting and insights based on analyzed telecom spend and contract terms. • Supported ongoing IT admin tasks, including data validation and database maintenance. • Ensured deliverables were accurate and met client deadlines for fast-moving projects. • Collaborated with the client team to clarify task requirements and align on project goals. Freelance – Accounting Associate MR IT Group April 2017 – May 2017 • Performed daily sales reconciliation to ensure accuracy between reported sales and recorded payments. • Prepared and issued invoices to clients, ensuring timely and accurate billing. • Conducted bank reconciliation by matching internal records with bank statements to identify and resolve discrepancies. • Analyzed financial data and provided actionable recommendations to improve cash flow and minimize variances. • Maintained organized financial records and supported month-end and year-end close processes. • Processed invoices and reconciled payments using QuickBooks Online, ensuring accuracy and timely recording of financial transactions. Internal Audit Asst Producers Savings Bank Inc June 2016 to November 2016 • Ensured compliance with company policies, procedures, and applicable regulations. • Performed end-to-end audit cycles, including risk assessment and control evaluation, to assess operational effectiveness and financial reliability. • Identified process gaps, control weaknesses, and opportunities for cost savings or risk mitigation. • Documented workflows and prepared detailed audit findings report. • Conducted follow-up audits to verify implementation of recommended corrective actions. • Maintained clear and consistent communication with management and the audit committee. Education Bachelor of Science in Accountancy - 2016 Binalbagan Catholic College Primary Reference Dan Catacutan WCS Asia Inc. | BCM One Senior Manager – Billing, A.R. and Implementation-| -