Leslie Nisay

- Serviced UK and Canada consumer, small business and corporate customers via inbound and outbound calls, providing end-to-end account support - Delivered first-call resolution while handling billing inquiries, disputes, payment processing, and credit and fraud-related concerns, with additional support for sales when applicable - Maintained service quality and performance standards by consistently meeting KPIs, including CSAT, response time, email volume, and quality scores

- Managed a portfolio of 500–3,000 small business and corporate client accounts, handling end-to-end accounts receivable operations and customer communication via inbound/outbound calls and email - Performed collections of overdue invoices, invoicing support, resolved disputes, and coordinated with sales teams on contract/tariff concerns and the credit team to monitor client credit risk - Delivered strong financial performance by managing KPIs including 45+ day A/R reduction,cash collection targets, and quality score compliance

- Provided multi-channel customer support via inbound, outbound, and live chat, assisting consumers with account and service-related concerns - Handled billing disputes, payment processing, collections for delinquent accounts, plan inquiries, and basic troubleshooting - Maintained strong performance against KPIs, including handle time, CSAT, and quality score