Experience

BuySPRY

• United States
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Lead Trust and Safety Specialist

  • Sep 2019 - Present

  *To prevent and circumvent fraud, monitor high-risk customer accounts to verify addresses, names, and account status (payment history and claims). *Research account payment disputes and chargebacks throughout 30 marketplaces using various systems while verbally and in writing with internal departments, marketplaces, and financial institutions to collect information and build strong representation.*Case updates and resolutions regarding the fulfillment and shipping status of orders internally and with carriers such as FedEx, DHL, USPS, and UPS. *Documented, implemented, and performed refund processes through PayPal, 25 international e-commerce third-party marketplaces (Amazon Seller Central, eBay, Backmarket, and more), and SellerCloud (CSM) to maintain compliance and good standing. *Resolve tickets regarding payment and fraud on Jira escalated by Customer Support, Returns, Testing, and Finance. Show less

• Customer Service Representative - SME

  • Sep 2019 - Jan 2020

  *Assist DTC customers with inquiries regarding order fulfillment, returns, and troubleshooting of iOS and Android software and hardware issues.*Contributed to the internal knowledge base to document new processes for the team.*Supported the success of 3 marketplaces' Support with over 150 tickets resolved daily, meeting 24 hr SLAs and 95% CSAT.*Assigned as a trusted specialist to track and report issues with other departments such as logistics, repairs, and testing. *Tasked with QA of Zendesk and Jira best practices from Support to ensure submission and escalations were consistent and maintained standards, focused on improving communication and driving resolution. Show less



Maple Run Golf Club

• Attendant

  • Jun 2016 - Sep 2019

  - Manage calendars and schedules; making and adjusting tee times as needed. - Greets and assists visitors. Arranges for tee times and any necessary gear and tools needed. - Receive incoming phone calls and respond to requests for information, taking messages, and screening requests for greater efficiency. - Maintain financial record books on Excel for end-of-the-day, week, and monthly reports. - Clean, fuel, and maintained golf carts. - Data entry including filing client information and client paperwork. - Perform other clerical receptionist duties such as filing, photocopying, collating, assigned errands etc.. Show less