Experience

101domain.com

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Trust & Safety Administrator

  • Feb 2020 - Present

  My role encompasses managing and improving our fraud and abuse prevention strategies. Key initiatives I've spearheaded include:⸙ Significant reduction in chargebacks - by 69% in 2020 and an additional 65% year-over-year decrease in 2021.⸙ Developed strategies to analyze accounts and flag suspicious characteristics, enhancing our ability to track fraud trends and preemptively tackle potential threats.⸙ Implemented an escalation process for unidentified charges and OFAC match flags, further bolstering our security infrastructure.⸙ Revamped our Abuse Web Form to streamline the handling of complaints resulting in more efficient abuse resolution, especially for complaints against certain trusted registrant organizations.⸙ Contributed to internal and client-facing Knowledge Base articles to improve visibility in Trust & Safety procedures. ⸙ Regularly propose system and procedural changes to improve our trust and safety operations.⸙ Serve on the Security Audit Committee, contributing to the assessment and improvement of our security measures.⸙ Work cross-functionally with departments such as marketing, billing, domain support and fulfillment, customer services, sales, operations, hosting, and IT to ensure cohesive operation and communication. Show less

• Domain Services Specialist

  • Oct 2018 - Feb 2020

  I managed the registration and maintenance of domain names from an assigned list of registries. I ensured effective end-user support through various communication channels such as chat, phone, and email, and by responding to tickets. My commitment to customer services extended to authoring knowledge base articles to assist users in troubleshooting and understanding their accounts.I utilized skills such as organizational expertise, understanding of the Domain Name System (DNS), Customer Relationship Management (CRM), and Microsoft Excel. My role also involved effective teamwork and sales abilities. Show less



Curves Fitness/Jenny Craig Weight Loss Center

• United States
• Wellness and Fitness Services
• 1 - 100 Employee

• Information Technology Support Analyst

  • Sep 2015 - May 2018

  As a Tier II IT Support Analyst at the corporate headquarters of Curves | Jenny Craig, I provided comprehensive enterprise application support to a broad range of employees, from consultants to executives. My responsibilities encompassed: ⸙ Explaining and troubleshooting analytical reports, enhancing the organization's understanding and utilization of data. ⸙ Advising on inventory control system instructions to ensure smooth operation and efficient inventory management. ⸙ Resolving a diverse array of software and equipment problems, minimizing downtime and maintaining productivity. ⸙ Maintaining a high level of service quality as demonstrated by an annual average rating of 4.75 stars for my support service. Throughout my tenure, I used skills such as IT service management, teamwork, and Microsoft Excel. I was instrumental in authoring internal knowledge base articles on troubleshooting and analyzing the software systems and data. I also acted to delegate inbound tickets and inquiries to team members and resolve escalated issues. Show less



Jenny Craig

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Customer Support Representative

  • Dec 2014 - Aug 2015

  In my role as a Customer Support Representative (Jenny Care) at Jenny Craig, I served as a crucial point of contact for our customers, providing guidance and resolution to their concerns. Key responsibilities included: ⸙ Scheduling appointments to ensure customers could access our services at their convenience. ⸙ Providing program guidance, helping customers understand and maximize the benefits of our offerings. ⸙ Managing order placements with accuracy and efficiency. ⸙ Resolving customer service issues promptly and professionally, enhancing overall customer satisfaction and loyalty. ⸙ Provided walk-throughs on to use the mobile and web applications to monitor their progress. Throughout my tenure, I leveraged my strong computer application, teamwork, sales, and Microsoft Excel skills to provide excellent service and contribute to team objectives. Show less



Pannikin Coffee & Tea

• United States
• Food and Beverage Services
• 1 - 100 Employee

• Barista

  • 2003 - 2006

  As a Barista at Pannikin, a local independent café, I honed my customer service skills and developed an in-depth knowledge of coffee beans and teas. I started in the shop, taking orders, weighing, and bagging products, which required accuracy and a keen eye for detail. I soon expanded my role to include making specialty drinks like lattes, cappuccinos, and teas, emphasizing my adaptability and commitment to learning new skills. Promoted to shift leader, I managed end-of-day operations, counting the drawer and ensuring the safe deposit of earnings. I also took on the responsibility of setting the alarms and locking up the premises, underlining my reliability and trustworthiness. Through this role, I learned the importance of excellent customer service, effective team management, and the precision required in food and drink preparation. I also gained valuable insights into the running of a successful independent business. Show less



Learning Express Toys

• United States
• Retail
• 100 - 200 Employee

• Store Clerk

  • 2001 - 2002

  At my first hired role, I acquired valuable skills and experience in retail and customer service. My responsibilities were diverse, ranging from personalizing items with paint pens and wrapping gifts, to learning and implementing merchandising strategies. Recognizing a need for improvement, I took the initiative to reorganize the game section. I spent a dedicated shift grouping games by size and shape and adapting the displays to fit my groups. This task required careful planning, attention to detail, and an understanding of effective presentation. The successful overhaul impressed the owner so much that she highlighted my work in a team meeting as a model of excellent practice. This experience not only developed my organizational skills but also fostered my problem-solving abilities and creative thinking. Through this role, I learned the importance of good customer service, retail presentation, and the value of initiative in improving business operations. Show less