Tetiana

Tanya Zorina
Zaporizhzhia, Ukraine | Remote | [open contact info](look above in the "contact info" section)

SUMMARY
Billing and Payments professional with 18 years of experience in billing operations, payment processing, customer account management,
and customer support in the web hosting industry. Experienced in invoice management, refunds and credits processing, chargebacks and
payment disputes, failed payments, renewals, cancellations, pricing adjustments, and billing escalations.
Former Senior Billing Manager with experience leading billing team, improving billing processes, managing fraud-related cases, developing
procedures, training staff, monitoring performance, and reporting on billing trends. Strong background in remote operations, customer billing
issues, cross-functional collaboration, and process improvement.

EDUCATION
ZAPORIZHZHYA NATIONAL UNIVERSITY
Master’s Degree, English Language and Literature | 2003–2008
ZAPORIZHZHYA NATIONAL UNIVERSITY
Bachelor’s / English Language and Literature | 1993–2003

EXPERIENCE
Billing Specialist | Mar 2018 – Sep 2026
A2 HOSTING | Remote
• Managed day-to-day billing operations for web hosting and domain service customers in a remote environment.
• Reviewed invoices, processed payments, renewals, refunds, credits, cancellations, upgrades, downgrades, and pricing adjustments.
• Resolved billing and payment issues involving failed payments, duplicate charges, outstanding balances, payment methods, and account
credits.
• Reviewed potential fraud-related billing activity and escalated cases requiring additional investigation.
• Supported customers with subscription billing, recurring payments, hosting renewals, domain renewals, and account changes.
• Managed billing escalations and collaborated with Support, Sales, Domains, Migration, Trust & Safety, and other internal teams to resolve
customer issues.
• Applied billing policies consistently while identifying appropriate solutions for complex customer cases.
• Processed refunds and account credits in accordance with company policies and payment requirements.
• Assisted customers with payment-related questions and provided clear explanations of invoices, charges, renewals, discounts, and billing
adjustments.
• Maintained accuracy and attention to detail while managing high-volume billing requests in a fully remote environment.
Senior Billing Manager | Sep 2014 – Jan 2018
ECOMMERCE, LLC | Zaporizhzhia, Ukraine
• Managed billing operations and customer payment processes for a high-volume customer service environment.
• Led and mentored the billing team, including workload allocation, performance management, coaching, and staff development.
• Established and improved billing procedures, workflows, and operational processes to increase accuracy and efficiency.
• Managed payment solutions, refunds, chargebacks, payment disputes, and billing escalations.
• Analyzed chargebacks, refunds, fraud indicators, overpayments, and non-payment patterns to identify risks and operational issues.

EXPERIENCE (CONTINUED)
• Led chargeback research and prevention activities and coordinated resolution of complex payment disputes.
• Participated in hiring and employee selection and provided recommendations regarding team staffing.
• Assisted with resource planning, workload management, and operational decision-making.
• Worked directly with customers to resolve complex billing, payment, account, and service-related issues.
• Supported process improvement and automation initiatives within billing operations.
Billing Supervisor | May 2010 – Aug 2014
ECOMMERCE, LLC | Zaporizhzhia, Ukraine
• Coordinated daily billing operations and monitored team performance, accuracy, and efficiency.
• Supervised billing staff and provided training, coaching, and ongoing performance support.
• Reviewed billing workflows and identified opportunities for process improvement and operational efficiency.
• Handled customer billing issues, payment problems, refunds, and escalations.
• Supervised refund processing in accordance with PCI-related requirements and internal billing procedures.
• Monitored overpayments, non-payments, and other billing trends and assisted with corrective actions.
• Prepared reports and participated in management meetings concerning billing performance and operational issues.
• Assisted Senior Billing Management with workflow planning, staffing, and problem resolution.
• Communicated with customers regarding billing, account, and service-related concerns.
Billing Agent | Jul 2008 – May 2010
ECOMMERCE, LLC | Zaporizhzhia, Ukraine
• Verified and processed customer orders and payment information.
• Conducted order verification calls and resolved order and billing issues.
• Responded to customer questions regarding billing, payments, and account charges.
• Investigated billing discrepancies and coordinated resolution of payment-related problems.
• Processed billing requests in accordance with established policies and procedures.
• Provided professional customer support through written and verbal communication.

SKILLS
Billing Operations
Payment Processing
Invoice Management
Recurring Billing
Refunds and Credits
Payment Disputes
Fraud Review
Failed Payments
Payment Methods
Customer Account Management
Escalation Management
Renewals and Cancellations
Upgrades and Downgrades
Pricing and Discounts
Workflow Optimization
Staff Training
Cross-functional Collaboration

LANGUAGES
Ukrainian — Native / Bilingual
English — Full Professional Proficiency
French — Elementary
Spanish — Limited Working Proficiency