Alison Schultz Email & Phone Number

Seattle, Washington, United States

· Managed vendor accounts for over 300 clients, acting as a bridge between the clients and the accounting department to diagnose any problems in releasing payments, and helping provide quick and efficient solutions.· Compiled a database of sales records to best define metrics for likely fraud scenarios and provide efficient recommendations that helped eliminate fraud on a massive scale. · Generated client churn reporting and collaborated with the Client Success team to develop plans for both client retention and the retention of their customers based on historical data.· Maintained reports on sales and lead conversion to track how to improve ROI.· Established pricing scales based on competitor research and set new price points without impacting site revenue.· Managed monthly finance and risk assessment meetings to discuss monthly sales trends, discuss and implement plans for risk assessment, and address any pain points.· Upkept KYC records as needed for new and previous clients.

Greater Seattle Area

· Managed a team of 9 direct reports, providing coaching, training, and career development through 1:1s and ongoing quality assurance and feedback.· Identified means to detect and prevent fraud by and against customers, determining security risks and providing documentation so the team could analyze & act on fraud. · Utilized historical data to analyze risk and fraud data to identify root causes and manage fraud disputes as reported. · Documented product knowledge bases for the company’s major products, revising and improving the help center as the products evolved. · Established all training documentation for incoming support members to help set expectations and provide an outline for all future transitions within the team. · Communicated clear guidelines for handling customer retention, coaching the support team, and taking over to manage escalations to secure a customer’s return. · Worked alongside customers and software engineers to provide technical support by conveying relevant information to customers and troubleshooting problems to determine the best solution.

Seattle, Wa

· Resolved over 100 tickets per day to address billing issues, account cancellations, and improve customer retention.· Assessed likely instances of fraud and created documentation to identify cases to challenge disputes for partnering companies and prevent future exploits of systems.· Performed ad hoc tasks for the company, such as KYC compliance with 2257 laws, graphic design, showing an eagerness to provide what the company needed.

Seattle, Wa

Supervised a team of baristas in a fast-paced high-pressure environment. Utilized specialty coffee retail knowledge and helped identify products for customers. Facilitated a daily closing schedule to ensure and maintain the stability of the retail environment, and oversaw the regular completion of these tasks. Trained fellow baristas in the completion of tasks and handled employee concerns to maintain a comfortable workplace.

Norman, Ok

Provided legendary customer service in a high-pressure environment. Personalized interactions with customers and consistently developed specialized knowledge of coffee and beverages to meet unique needs. Responsible for cash and inventory management and worked comfortably and efficiently as part of a fast-paced team. Suggested and implemented more efficient methods of streamlining daily tasks.

Master’S Degree, Medieval Studies

Had a specific focus on northern French medieval women in the 11th and 12th centuries, completing an MA thesis with the topic of "Women.

Bachelor’S Degree, English Literature-Creative Writing And History

Activities and Societies: Finalist for the Agnes Scott College Writer's Festival magazine with the nonfiction story, "Sure Plays a Mean.