Anna Dendinger Email & Phone Number

United States

As a Senior Billing Representative, I am responsible for all of the same responsibilities of a Billing Representative, but also for providing guidance, training, and leadership to other team members , and assisting other teams with testing new features.Key highlights include: - Taking ownership of the Billing Team's involvement in fraud detection and mitigation - Training all Billing team members for fraud-mitigation related tasks - At my request, an internal task force consisting of members of Billing, Abuse, Development and Sysops was created to discuss and resolve fraud-related activity at Kinsta - We have created workflows to effectively gather input from all stakeholders and management, to effectively and swiftly mitigate threats to our systems and payment processing reputation - We have maintained a low percentage of fraudulent dispute activity, despite our customer base and transaction activity steadily increasing in volume - Maintain a set of rules to flag new transactions in our payment processor depending on a variety of factors indicating high-risk - Worked over the last 6 months to proactively evaluate high-risk transactions based on risk scoring within our payment processor, to lower our risk threshold for all payments. We have a low rate of false positives with high-risk scores, and we have decreased the number of fraudulent accounts becoming active at Kinsta. - Developed workflows for our entire team to request assistance from and work with other teams to determine if an account is fraudulent; additionally, workflows have been established for removing accounts as needed and blocking from our servicesI have also engaged the assistance of our Development team to tighten up our entire ordering system, allowing for permanent blocking of accounts and payments; I continue to work directly with our various teams to establish procedures and methods that meet current industry standards, and we are working to keep up with new fraud trends.

As a Billing Representative at Kinsta I was responsible for collaborating not only with various internal teams, and also providing exceptional billing-related customer service to Kinsta Clients. I was promoted to this position in 2021 from the Sales team as a Sales Development representative. I maintained one of the highest satisfaction ratings in the team over my time in this role.As a billing representative, I was responsible for:- Answering all billing-related queries during the US day shift in a timely manner including - Questions regarding upgrades/downgrades, and performing manual upgrades or downgrades as needed - Explanations of invoice items - Escalations of issues requiring management attention - Assisting with account access issues - Creating and implementing custom plans, plan level changes, and addon services - Plan date changes, manual plan changes, and payment extensions- Monitoring overdue subscriptions and plan cancellations- Reporting issues to various internal teams to ensure smooth functions in our billing systems- Maintaining accurate records for non-standard payments such as checks/wire payments, ensuring customers were notified appropriately and payments followed up on- Monitoring reporting channels to ensure failed payments, signups and upgrades are investigated and resolved- Reviewing all new signups, both successful and failed, to check for any anomalies, failures, or suspicious activitesAccomplishments as a Billing Representative:- Spearheading our fraud mitigation efforts by beginning to track accounts with fraud indicators- Maintaining a customer satisfaction score at 94% and above over 2 years- Managing several large influxes of fraudulent orders (500+ accounts in one attack), working with multiple teams to improve security and detection.- Participating in training and documentation for new team members

Capture and qualify chat traffic to the Kinsta website.- Leverage the HubSpot Conversations tool to further qualify (or disqualify) opportunitiesfor the Account Executives at Kinsta.- Seek to proactively book meetings for the Account Executives as qualified opportunitiesare surfaced through the use of the chat tool.Seek to improve the accuracy of content in the CRM and pass qualifiedopportunities to the Account Executives.- Update HubSpot contact, company, and deal records to ensure data is as accurate aspossible at all times.- Surface new qualified opportunities for the account executives using filtering andresearch inside the CRM. Pass leads over to the account executives accordingly.- Perform other duties inside of HubSpot on an as needed basis as requested by theSales Development Manager.Other miscellaneous responsibilities- Make suggestions on ways to improve the chatbot experiences for customers andimprove chat efficiency.- Research and participate in outbound lead generation campaigns as assigned by theSales Development manager.

Rapid City, South Dakota Area

- Oversee and participate in the production of all Exalted Woe releases, including layouts, proofing, printing, and assembly. I also provide graphic design and custom artwork, on a commission basis. - Currently learning silkscreen printing in order to produce tshirts and other merchandise.- Purchasing a direct to garment printer to create a full merchandising line.- Maintain and manage the online store and customer sales of merchandise and music.- Manage and book shows locally, including a metal festival each summer and smaller local shows - August 2015 - 8 bands, 150 attendance - July 2016 - 16 bands, 300 attendance - June 2017 - Planned with 30+ bands, including internationally recognized headliners- Organizing a tour for one of our premier local bands in Spring 2017- Provided graphics and printing services for promotional materials.- Managing and directing volunteer workers and assistants during events, and responding to queries from fans directly through social media channels.

Remote

- Platform & Billing support-- Responding to sales inquiries via email tickets-- Processing account setups, restorations and terminations-- Domain name order processing and management-- DNS setup to external systems for email/CDN setup-- Processing, monitoring and reviewing site migrations to our service- Theme & WordPress support-- Responding to customer requests regarding problems or issues with themes and required plugins-- Updating customer themes/plugins upon request or if noted as necessary during the course of troubleshooting-- Troubleshooting, identifying causes of wordpress errors or down sites, and resolving-- Managing themes/plugins via sftp and wordpress interface-- Reporting problems identified with themes that require the assistance of theme authors, providing workaround solutions for immediate customer gratification-- Monitoring reports and responses from theme authors-- Updating customers based on ultimate resolution of reported issues-- Providing a basic customized site setup service to new (annual) customers, including demo installation, required plugins setup, menus, and front page appearance. -- Providing general function and design assistance and guidance for themes-- Advising customers on limited scope of support (ie not providing full-service design/development, advising on development strategy/child themes if required)-- Reviewing theme documentation and support forums in order to properly provide author-approved solutions and procedures, with or more often without direct author contact.-- Providing basic custom design suggestions and solutions, including custom CSS-- Directing customers to guides, documentation & education on theme/plugin usage-- Directing customers to recommended third party services for more extensive design or development assistance-- Providing customers with direction and resources to use independently-- Monitoring high volume/demand customers, interfacing with management on strategy.

Remote

Contracted with Zendesk to evaluate their current developer documentation portal and provide a recommendation on a new solution for future expansion of their documentation needs.- Met with various stakeholders in the documentation for their products and discerned their needs and desires for a new solution- Evaluated several third party documentation portals to determine the best solution- Created a fully functional/branded documentation portal Proof of Concept- Presented my recommendation and reasoning with Proof of Concept to project lead and handed off recommendation documents.

Contracted with Zendesk to evaluate their current developer documentation portal and provide a recommendation on a new solution for future expansion of their documentation needs.- Met with various stakeholders in the documentation for their products and discerned their needs and desires for a new solution- Evaluated several third party documentation portals to determine the best solution- Created a fully functional/branded documentation portal Proof of Concept- Presented my recommendation and reasoning with Proof of Concept

Remote

- Began working as a part-time touch-up artist for sales and basic website updates at management request, while still in my previous position in the billing department. - Progressed to being responsible for the redesign and implementation of the A Small Orange website, in addition to providing sales graphics and site components for the other 4 brands under the ASO umbrella (HostNine, SEO Hosting, SEO Web Hosting, Cirtex/HostV)- Responsible for live updates to site data, sale and pricing information and custom graphics.

Remote

Customer Tech Support for multiple web hosting brands - Responding to customer issues regarding service set up - Custom pricing and package set up including licensing and deployment of services - Product licensing for 3rd party products - Domain Management - DNS changes - Custom Nameserver Setup and troubleshooting - Dedicated IP assignments and setup - SSL Certificate setup, assignment and troubleshooting- Testing and debugging of support systems such as ticketing and billing area- Internal documentation for support procedures- Training new staff members on support procedures- Helping with graphic design and website updates- Answering internal queries from Live Support and dedicated Tech Support representatives regarding the above- Supervising responses to customers from Sales RepresentativesAccounts Receivable Customer Support, Monitoring and Processing - Responding to customer queries regarding: - application of payments - refunds/credits - billing cycle/amount explanations - service interruptions - service holds/terminations/cancellations- Audits of past due accounts - checking for customer alerts regarding past due accounts - processing customer alerts and following up directly with customers regarding account status - processing account suspensions and terminations - Fraud checking accounts - routine monitoring of flagged accounts - review of unusual or suspicious patterns and information in account details - Setting up customer billing accounts - Escalation of unresolved issues to management

I performed various tasks to create graphical elements for the User Interface of several games. These included buttons, loading screens, UI frames etc.

- Projects: Dawn of War II and Company of Heroes Online- creating user interface elements (buttons, unit modifiers, framing)- designing loading screens and screen layouts

Associate'S Degree

Associate'S Degree