Establish KPI targets for our frontline teammates and senior agents globally for PayPal, Venmo, and Zettle.Create analytic tools to help our business respond quickly to metrics out of confidence zones.Compile rankings to help Team Leaders determine eligible teammates for up-skill, promotion, and award recognition.Provide data analytics around location strategy to help senior leadership teams make informed decisions about the performance of our markets and locations.Build dashboards and visualize data for a variety of projects, including KPI reporting and target progress.

Establish KPI targets for our frontline teammates and senior agents globally.Provide in the moment analytics on which KPIs need focus and work - allowing the business to be agile. Strategize on ways to improve data reporting as well as visualization of data to help leaders coach better towards behaviors and KPIs.Compile rankings to help Team Leaders determine eligible teammates for up-skill, promotion, and award recognition. Lead projects on creating impactful improvement to KPIs and redesigning programs to incentivize outsourcing partners to achieve business goals.

Compile data and provide analytics on KPIs for PayPal’s Debit Card and Cash Card products.Strategize on ways to improve data reporting as well as visualization of data to help leaders coach better towards behaviors and KPIs.Forecast and anticipate potential headcount need to reduce the need for overtime.Compile rankings to help Team Leaders determine eligible teammates for promotion and year end performance reviews.

• Review, communicate and coach to daily performance, quality, behavior, and attendance standards at the individual and team level • Schedule, prepare, and lead the required number of 1 on 1 coaching and team learning sessions and stand-ups that are interactive, engaging, and agent driven based upon development needs • Complete the required number of case/email/phone quality reviews per teammate each month • Know and support company and departmental procedures, regularly review and ensure that agents follow procedures, processes, process flows, and guidelines. • Participate in teammate selection, internal talent movement, and training needs assessment and closure of knowledge gaps • Developed e-mail standards for communicating to customers • Improved the standards and means by which teammates review In-Store transactions • Team Leader of the Quarter for Q3 2014

• Work seller ICA queues, PETNA escalation tickets, and fraud toggles related to risk mitigation and customer service • Assist and back up Buyer Risk ICA, Merchant Risk Vetting ICA, and High ASP queues • Coach and develop tenured and new hire teammates • Completed Team Leader Internship for Appeals/ICA. • Completed and executed projects designed to improve feedback to ICA, improve Merchant Vetting escalation procedures, and train ICA teammates as backups in High ASP • As a Pulse Action Teammate, networked with various levels of leadership and facilities to ensure a cleaner workplace, provide safety and security training to all Team Leaders, and institute a PayPal Pride Recognition program • Nominated to the Q4 Shared Purpose Project designed to reinvigorate the Shared Purpose for Risk Operations • Trailblazer Award Winner

• Work buyer fraud queues and processed items relating to ACH, checks, debit cards, and other transactions on a daily basis • Contact account holders in an effort to verify activity and changes • Identify problems and found appropriate solutions by performing relevant research using the appropriate tools • Review PayPal accounts and determine the legitimacy of the account, the account holder, and any associated risk, while making sure that appropriate limitation/dismissal decisions are made on each account and transaction • Assisted with mentoring teammates in High ASP • Nominated to the Collaboration Pulse Action Planning Committee in 2012 and nominated to the Job Satisfaction and Work/Life Balance Pulse Action Committee in 2013 • Eleven Time Customer Champion, Q3 2012 Teammate of the Quarter Nominee, and Q4 2012 Team of the Quarter Winner

• Handled and responded to inbound phone calls and email inquiries • Assisted customers with responding to and providing evidence in their disputes and claims • Assisted customers with understanding PayPal’s policies and practices, including Buyer and Seller Protection • Assisted customers with general troubleshooting, including changing passwords and adding, removing, and updating personal information • Winner of the Rising Star Award for meeting and exceeding metrics in Customer Satisfaction and Average Handled Time

• Supervised/Managed over ten people on a regular basis, ensuring proper policy and break/lunch schedules were adhered to • Performed multiple duties including cashier, bagger, Head Trainer, Cash Office Operator, and Customer Department Head • Opened and closed the store, all while maintaining a customer friendly atmosphere • Achieved a reputation of timeliness, professionalism, courtesy, and responsibility

• Worked as floor supervisor, monitoring, and assisting with calls • Developed a break/lunch/productivity schedule for my team • Developed, instructed, and facilitated the training regarding new guidelines for new and current employees regarding “Transfer Error Notification” and “Address Changes” • Assisted Boeing employees with HR related inquiries including: payroll, timekeeping, leave of absence, pension, health and insurance, and savings/401ks by phone or TTY machine • Employee of the Month