Aleigha Evans
Raleigh
Summary
Customer-focused operations professional with experience in data analysis, billing reviews, and reporting accuracy within fast-paced environments. Skilled in collaborating with cross-functional teams to resolve service and billing issues, streamline workflows, and improve customer satisfaction. Proven ability to manage multiple projects, maintain data integrity, and support compliance through clear communication and process improvements.
Overview
16
16
years of professional experience
Work History
Customer Success Advocate II
Lumen Technologies
09.2023 - Current
- Ensured funnel accuracy for the team by analyzing data, identifying discrepancies, and improving reporting processes.
- Conducted billing reviews and audits with customers to resolve discrepancies and ensure accurate invoicing.
- Created and refined documentation and customer communications in alignment with policy and compliance requirements.
- Managed day-to-day operations related to existing accounts including contract renewal processes, billing inquiries and issues resolution, invoicing reconciliation.
Customer Success Manager
Circle K
04.2018 - 09.2023
- Develop, monitor, and report on dashboard metrics to measure the overall customer health.
- Develop and maintain successful relationships with customers to ensure maximum customer retention and satisfaction.
- Analyze customer experience data to identify areas for improvement in service delivery, customer satisfaction, and customer loyalty.
- Implemented automated solutions for generating timely reports with accurate results.
B2B Community Solutions Rep III
Spectrum
Greensboro
05.2016 - 04.2018
- Provided front-line guidance to team members, assisting with escalations, account audits, and complex billing or service issues.
- Led small-scale operational projects aimed at improving workflow efficiency, the accuracy of service delivery, and customer communication strategies.
- Oversaw team reporting accuracy, coordinated data collection efforts, and reviewed funnel metrics to ensure alignment with performance targets.
- Partnered with management to prepare business reviews and performance reports, delivering insights on trends, process gaps, and customer-impacting issues.
- Trained and mentored new hires on best practices, system use, and policy compliance, contributing to onboarding success and team development.
B2B Community Solutions Rep II
Spectrum
Greensboro
09.2014 - 05.2016
- Conducted billing audits and account reviews with customers to ensure accurate invoicing and identify recurring service or billing issues.
- Collaborated with internal departments (billing, dispatch, technical support) to resolve cross-functional issues affecting customer experience.
- Maintained funnel and reporting accuracy by validating service data and identifying discrepancies, supporting team metrics and business goals.
- Delivered proactive customer communications related to service changes, policy updates, and compliance notices.
- Supported operational improvement initiatives by identifying process gaps and suggesting enhancements based on customer feedback and data trends.
- Assisted in preparing business reviews by compiling customer account insights and usage patterns to inform service planning.
B2B Community Solutions Rep I
Spectrum
Greensboro
08.2009 - 09.2014
- Handled inbound customer inquiries regarding billing, service issues, and account updates, while maintaining high accuracy and adherence to company guidelines.
- Resolved common billing discrepancies, and explained promotional terms and pricing structures in compliance with internal policies.
- Documented all customer interactions and updated account records using Spectrum’s CRM system to ensure data consistency.
- Educated customers on service features and equipment usage to reduce repeat calls and improve satisfaction scores.
- Escalated complex issues to appropriate internal teams, ensuring timely follow-up and resolution.
Education
B.S. - Business Administration
The University of North Carolina At Pembroke
Pembroke08-2025
Skills
- Project Coordination
- Data analysis
- Regulatory Compliance
- Reporting Accuracy
- Billing Audits & Reviews
- Customer Communication
- Cross-Functional Communication
- Process Improvement
Affiliations
- Corrupt Time Study Workshop
- Customer Health Dashboard & Reporting Automation
- Time Study & Workflow Optimization
Accomplishments
- 5-time Customer Success of the Month recipient, recognized for exceptional service, client retention, and contributions to team performance.
Timeline
Customer Success Advocate II
Lumen Technologies
09.2023 - Current
Customer Success Manager
Circle K
04.2018 - 09.2023
B2B Community Solutions Rep III
Spectrum
05.2016 - 04.2018
B2B Community Solutions Rep II
Spectrum
09.2014 - 05.2016
B2B Community Solutions Rep I
Spectrum
08.2009 - 09.2014
B.S. - Business Administration
The University of North Carolina At Pembroke
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