Ariana Perez Email & Phone Number

Kirkland, Wa, Us

Greater Nashville Area, Tn

• Used SQL to query complex data sets and drive product and operational improvements through analysis and tests, presenting findings to leadership using BI tools and reports• Drove improvements in overall support case handle time by 0.4 minutes (6%) for 3 straight quarters, saving the company $1.1M annually in operations costs, including during the COVID-19 pandemic when the entire business transitioned to work-from-home• Led analytics for the rollout of the live chat support feature by using mobile app and support data to create dashboards and analyses to measure impact and efficiency, saving $4.5M annually in comparison to phone support• Forecast incoming support ticket, phone call, and chat volume on hourly-level intervals using multiple models while achieving an actual-to-forecast variance under 7% daily and updating all models for a revamped support team structure • Provided analysis to monitor the impact and drive the rollout of moving the option to contact support deeper into the help menu in the app for couriers by comparing key metrics for the exposed versus control group which reduced operations costs by $450k annually

Greater Nashville Area, Tn

• Applied real-time fraud prevention techniques on high-value customer orders by utilizing data tools, detecting patterns of fraud, and screening high-risk orders• Investigated claims of fraud for courier delivery of Apple items using GPS data and phone records, saving the company $1.9M annually in payouts• Performed thorough chargeback investigations and submitted carefully documented evidence to banks, cutting company losses to chargeback fees by 20%• Served as the final point of escalation for customer account hacks, unauthorized credit card use, customer suspensions, courier fraud, and Terms of Service violations

Nashville, Tn