Experience

Step

• United States
• Financial Services
• 1 - 100 Employee

• Fraud Analyst

  • Aug 2023 - Present

• Trust & Safety

  • Aug 2021 - Aug 2023

• Sr. Customer Escalations Associate

  • Mar 2021 - Aug 2021

• Sr. Customer Experience Associate

  • Oct 2020 - Mar 2021

  Palo Alto, California, United States



Synapse

• United States
• Financial Services
• 100 - 200 Employee

• Customer success - Partner Specialist

  • Nov 2019 - Jun 2020

  San Francisco Bay Area

• Customer Success

  • Jun 2019 - Nov 2019

  San Francisco, Ca Interact with end-users and build relationships with them while ensuring their needs are being met. Ensure customer/platform feedback is collected and used to optimize structures, policies & procedures. Resolve customer issues via a combination of inbound calls and/or tickets along with chat and email (Zendesk). Resolve complicated escalated customer issues through exceptional customer service and communication skills. Engage in collaborative efforts with other departments to… Show more Interact with end-users and build relationships with them while ensuring their needs are being met. Ensure customer/platform feedback is collected and used to optimize structures, policies & procedures. Resolve customer issues via a combination of inbound calls and/or tickets along with chat and email (Zendesk). Resolve complicated escalated customer issues through exceptional customer service and communication skills. Engage in collaborative efforts with other departments to resolve issue in a timely manner. Be up to date on constant changes in products, procedures and other operational updates. Implement feedback from management and end users, learn quickly, and contribute new ideas that improve workflows. Categorize issues by priority and severity and resolve accordingly. Research company policy and implement/uphold autonomously.



LendingClub

• United States
• Financial Services
• 700 & Above Employee

• Payment Solutions Specialist

  • Sep 2017 - Jun 2019

  San Francisco, California Provide extraordinary service to customers over the phone in a fast-paced contact center environment. Listen and seek to understand the customer’s true need to create thoughtful solutions. Overcome customer challenges and assist with negotiating payment solutions that our company offers. Be able to communicate company policy in an effective and courteous manner, while staying in compliance and showing empathy to customers. Be able to calculate past due amounts, draw up with payment… Show more Provide extraordinary service to customers over the phone in a fast-paced contact center environment. Listen and seek to understand the customer’s true need to create thoughtful solutions. Overcome customer challenges and assist with negotiating payment solutions that our company offers. Be able to communicate company policy in an effective and courteous manner, while staying in compliance and showing empathy to customers. Be able to calculate past due amounts, draw up with payment plans, and follow up in regards to failed payments. Surpassed all average company metrics as a new agent. Help mentor new hires during their nesting period. De-escalate irate/difficult situations with calm and professional mannerisms. Have difficult conversations with customers, including refuting requests and be able to exemplify company values while doing so. Maintain and communicate community spreadsheets in accordance with transactions and policy. provided 1 on 1 feedback to new employees in regards to metrics and policy procedure updates reviewed critical score/compliance risks with agents to minimize risks/expenses ran weekly team meetings that included company procedure and policy updates as well as other company communications and trends. reviewed calls between clients and representatives to resolve escalations/issues. performed callbacks to clients with escalated requests that require difficult conversations and problem-solving. trained and mentoring incoming new hires about the role and skills needed to be successful. traveled for work between states and represented Lending Club as a company. Received several accolades that recognize things like metrics, involvement in the department, and exemplifying company values. maintained, edited, and created excel pages with customer data to use for negotiations and settlements. — reached out to those affected by natural disasters and furloughed to discuss payment options and financial hardship relief. Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Personal Banker 1

  • Sep 2016 - Jan 2017

  Vallejo, California

• Customer Service Sales Representative

  • Dec 2015 - Sep 2016

  San Rafael, California Cross between a teller and banker.

• Bank Teller

  • Sep 2013 - Dec 2015

  San Rafael, California



Sherwin-Williams

• United States
• Chemical Manufacturing
• 700 & Above Employee

• Sr. Sales associate

  • Aug 2011 - Sep 2013

  Napa, California Also served as store 3rd key and lead shift