Emily Sanchez Cardona Billing and customer-service specialist with

Technical Support, Sales & Billing Associate

McAfee

Jan 2025 - Current (1 year 8 months)

Assisted customers with installation, activation, and troubleshooting of antivirus and security products across multiple devices. Guided users through setup of features like VPN, password managers and parental controls; addressed removal of viruses and pop-ups. Managed subscription renewals and billing questions; recommended appropriate plans, leading to increased product adoption and customer satisfaction.

Customer Service & Conflict-Resolution Specialist

Booking.com

Jan 2024 - Jan 2025 (1 year 1 month)

Assisted travellers with reservations, modifications, cancellations and payment issues for stays, flights and experiences. Liaised between guests and hosts to resolve disputes over cancellations, payment discrepancies, room conditions and policy misunderstandings. Processed refunds and billing adjustments and explained platform policies to customers in a clear and empathetic manner.

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Technical Support & Billing Specialist

Cash App (Block, Inc.)

Jan 2023 - Jan 2024 (1 year 1 month)

Provided technical assistance for the Cash App platform; investigated account issues, card activation problems and login errors. Explained invoices, transaction details and fees; processed refunds and managed disputes for peer-to-peer transfers, direct deposits and card purchases. Educated customers about features such as the Cash Card and direct deposit, emphasising security and fraud-prevention measures.

Customer Support & Billing Specialist

Kohl's

Jan 2022 - Current (4 years 8 months)

Guided customers through online purchases, account creation and navigation of the website and mobile app. Reviewed shipping details, initiated refunds for late or missing deliveries and managed charge adjustments for the company's credit-card accounts. Addressed in-store inquiries about promotions, store policies and product availability via phone, email and chat channels.

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Patient Services Coordinator

MD Clinics

Jan 2021 - Current (5 years 8 months)

Scheduled and confirmed medical appointments, coordinated with physicians to minimise wait times, and managed daily calendars. Maintained confidential patient records in compliance with privacy regulations and prepared medical receipts for insurance purposes. Assisted with billing questions and reconciled payments, ensuring accurate financial records.

Technical Support & Billing Representative

Comcast

Jan 2019 - Current (7 years 8 months)

Provided Tier 1 technical support for internet and TV services; diagnosed connectivity issues and guided users through troubleshooting steps. Researched and resolved billing inquiries, explained statements, processed payments and credits, and navigated complex account systems. Built rapport with customers and de-escalated complaints, consistently meeting or exceeding call-quality metrics.

Emily Sanchez Cardona

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