Leah O'Toole
Newark
Summary
Remote customer service and billing professional with long-term experience in the web hosting and managed services industry. Proven background in cancellations, invoicing, collections, and contract compliance, with a strong ability to work independently in fully remote environments. Highly detail-oriented, reliable, and skilled at supporting customers, sales teams, and technical support while maintaining accuracy and professionalism.
Overview
19
19
years of professional experience
Work History
Cancellation & Billing Specialist (Remote)
Nitrey
06.2008 - Current
- Manage customer cancellations, including advising on contract liability, and calculating early termination fees.
- Create and issue invoices for early termination fees; collect balances due and conduct ongoing collections.
- Remove billing line items and coordinate service decommissioning.
- Respond to billing, order, and service inquiries; process payments via e-check and credit card.
- Assist sales with billing requests and reporting.
- Retrieve and respond to voicemail messages; create accurate tickets and route to technical support.
- Maintain high accuracy, organization, and compliance.
Freelance Data Annotation & Research Specialist
Clickworker
06.2022 - Current
- Performed data annotation, text classification, and image tagging tasks supporting machine learning and AI training projects.
- Conducted online research, validated datasets, and ensured compliance with detailed task specifications.
- Maintained high accuracy scores and reliability across long-term project assignments.
Social Media Manager & Customer Service
Grow Life
08.2015 - 03.2017
- Executed integrated marketing initiatives across in-store and digital channels.
- Managed social media accounts, created promotional content, and monitored audience interaction.
- Provided personalized customer support and product knowledge assistance.
Collections Representative
Simm Associates
01.2007 - 06.2008
- Recovered delinquent accounts by proactively contacting customers and negotiating resolution strategies.
- Established and managed repayment plans, ensuring thorough and compliant recordkeeping.
- Utilized skip tracing tools and research methods to successfully locate hard-to-reach account holders.
Education
High School Diploma - undefined
ElktonSkills
- Remote customer support and billing operations
- Web hosting and managed services environments
- Customer cancellations, service decommissioning, and contract liability management
- Invoicing, collections, and payment processing
- Accounts receivable management and dispute resolution via ticketing systems and phone support
- Proficient in Microsoft Office and cloud-based productivity tools
- Strong time management and multitasking skills in fully remote settings
- Salesforce customer relationship management (CRM) platform
- Zuora billing and subscription management system
Reference
Karen Fioravanti
Senior Manager, Billing/Customer Service
302-367-5112
Timeline
Freelance Data Annotation & Research Specialist
Clickworker
06.2022 - Current
Social Media Manager & Customer Service
Grow Life
08.2015 - 03.2017
Cancellation & Billing Specialist (Remote)
Nitrey
06.2008 - Current
Collections Representative
Simm Associates
01.2007 - 06.2008