Jasmine Stewart

Business Operations professional with 6+ years of experience supporting enterprise SaaS platforms, optimizing business workflows, and resolving complex operational challenges in high-growth FinTech environments. Skilled in Salesforce CRM, workflow analysis, root cause analysis, and cross-functional collaboration with Product, Engineering, Risk, Compliance, and Executive Leadership. Consistently achieved 95–99% Quality Assurance while driving process improvements that enhanced operational efficiency, user experience, and business performance.

SaaS Operations Specialist - BILL - Remote

(2023-10 - 2026-06)

• Supported complex SaaS platform workflows by diagnosing operational issues, analyzing user needs, and delivering effective solutions that improved partner success and operational performance.
• Investigated complex workflow challenges through root cause analysis and collaborated with Product, Engineering, Risk, Compliance, Finance, and Executive Leadership to implement long-term solutions.
• Managed executive-level escalations involving payment operations, billing workflows, regulatory compliance, and high-impact business issues.
• Prepared executive reporting, documented operational findings, and developed recommendations that supported business process improvements.
• Leveraged Salesforce, Five9, and internal SaaS applications to manage case documentation, workflow tracking, operational reporting, and partner support.
• Maintained 95–99% Quality Assurance while consistently exceeding service level objectives.
• Analyzed recurring operational trends and contributed recommendations that improved workflow efficiency and reduced future escalations.
• Managed high-volume partner operations while ensuring compliance, documentation accuracy, and exceptional customer experiences.
• Managed complex executive escalations involving billing operations, payment processing, compliance, and enterprise partner accounts.
• Conducted comprehensive investigations to identify systemic workflow issues and support continuous process improvement initiatives.

Executive Escalations Specialist - BILL - Remote

(2022-07 - 2023-07)

• Managed complex executive escalations involving billing operations, payment processing, compliance, and enterprise partner accounts.
• Conducted comprehensive investigations to identify systemic workflow issues and support continuous process improvement initiatives.

Customer Advocate II - BILL - Remote

(2020-12 - 2022-07)

• Supported thousands of partner accounts across multiple SaaS business platforms.
• Managed high-volume digital support channels while maintaining strong quality metrics and operational efficiency.
• Utilized Salesforce CRM and internal business systems to document case activity and maintain data integrity.
• Investigated billing discrepancies, payment exceptions, and workflow issues using analytical problem-solving techniques.
• Educated partners on platform functionality while improving adoption and overall user experience.
• Collaborated with internal departments to resolve operational challenges and streamline service delivery.
• Collaborated across Product, Engineering, Risk, Operations, Compliance, and Leadership teams to improve business systems and operational performance.
• Developed strategic resolution plans that balanced business objectives, customer satisfaction, and regulatory requirements.
• Produced operational documentation and executive communications supporting business decision-making.

Customer Service Representative Supervisor - West Park Communications - Houston, Texas

(2019-08 - 2020-12)

• Supervised the daily operations of a high-volume customer service team, ensuring consistent delivery of exceptional service and achievement of key performance indicators (KPIs).
• Coached, mentored, and supported customer service representatives through performance feedback, quality monitoring, and ongoing development to improve team performance.
• Monitored service levels, productivity, and quality assurance metrics while identifying opportunities to improve workflows and operational efficiency.
• Served as the primary escalation point for complex billing, account, and customer issues, delivering timely resolutions while maintaining strong client relationships.
• Maintained CRM documentation, monitored case management activities, and ensured compliance with company policies, security standards, and operational procedures.
• Collaborated with leadership to implement process improvements, streamline daily operations, and enhance the overall customer experience.
• Assisted with onboarding and training new employees on company systems, customer service standards, and operational procedures.
• Balanced multiple priorities in a fast-paced remote contact center while supporting team performance, productivity, and service excellence.

High School Diploma - Texas Education Agency (2001-05 - 2001-06)