Drafted and executed program to combine three operational teams to launch a unified support team, including completing agent skills/tools inventory, reevaluating bench strength for skill leveling, publishing revised playbooks, and hiring FTE to back-fill agents that were up-skilled.Managed day-to-day operations of the Proxibid CX Team including facilitating daily stand-ups, posting announcements and metric updates in Slack as well as adjusting agent allocation based on volumes to maintain SLAs.Developed departmental initiatives and team goals against strategic priorities, including writing half-year/annual employee reviews as well as reviewing historic reporting to refresh KPIs where needed.Maintained team connectivity through monthly team meetings, 1:1’s, and partner-based mentoring/coaching through using a 3:3 quality assurance program.Developed team-related reporting (e.g. - KPIs, root cause tracking, NPS trends, etc.), completing monthly and quarterly analysis to share insights along with any potential operational responses with senior leadership. Advanced implementation of agent-facing tools or applications including Zendesk, Salesforce, JIRA, Slack, ACD agent desktop, and other internal applications, optimizing features or automating processes where possible.Managed and monitored budget for the N.A. Customer Experience Team, including FTE planning and hiring, vendor planning/contracts, and other departmental expenses.Analyzed and parsed site experience-related feedback or enhancement requests from users (e.g. - root cause tracking, NPS, etc.), documenting recurring themes as use cases for process, policy, and product changes for discussion with stakeholders. Partnered with the Commercial, Client Services, and Marketing teams to develop shared knowledge documents around departmental processes and user-facing communications, taking a collaborative approach of constant improvement to remain responsive to business needs.

Responsible for administering and implementing user satisfaction survey processes through the use of Net Promoter Score (NPS), including transitioning vendors and developing the overall survey strategy. Developed and implemented a strategy to improve and simplify risk review processes, including adding new research tools, implementing device ID capture, and introducing policy/process for better decisions to better manage false-positive rates. Developed a plan to detect targeted stolen financial fraud impacting the Proxibid marketplace through a phased approach by introducing daily reporting as an early response followed by making systemic changes to algorithms associated with proprietary detection models. Adjusted guidance (policy) for approving new buyer accounts associated with businesses, limiting the need to collect documents for identifying or address authentication, improving the user experience, and increasing the possibility for conversion. Responsible for managing and maintaining the relationship with the EMEA Team to coordinate global policies and processes for treatment of non-US based Buyer accounts. Planned GDPR compliance, including drafting updates to Proxibid’s terms of use and privacy policy, working with the Marketing Team to develop internal and external communications, and establishing annual compliance training with the InfoSec Team.Responsible for vetting and managing vendor relationships for third-party services used by the business, including negotiating contracts as well as integration planning where applicable.

Responsible for developing end-to-end strategies around projects owned or affecting the Client Services business unit, including collecting and reviewing requests for prioritization with leadership. Assists the leadership of Client Services in defining a project strategy and vision that’s aligned with client needs and corporate goals while maximizing ROI with minimal development effort.Collaborates with business partners on design and implementation solutions and develops business requirements, project requirements, and user stories.Maintain project roadmaps and priorities for Client Services, as well as understanding overall product roadmaps for the company to ensure existing projects align or scale according to business needs. Manage relationships with internal and external stakeholders through regular engagement to coordinate project roles, including release requirements such as implementation timelines and artifact collection. Develop and provide comprehensive analytical storylines for initiatives as well as overall impact (ROI) of projects to business leaders or stakeholders to evaluate priority and scope. Devise and maintain operating rhythms for understanding internal work streams to identify opportunities or areas for improvement, including drafting proposals for the introduction of new processes or enhancements to existing processes.Manage and maintain forms and repository for projects owned by Client Services, including any the project lifecycle to ensure leadership or designated groups/individuals have regular insight into project offerings.Review and understand the Client Services BI strategy to determine what can be enhanced or designed to help better the business at the operational level for both internal and external customers. Develop content or manage projects associated to creating internal and external facing content, including any technical documentation.

Completed account maintenance tasks for inbound contact from buyers and auction companies using Proxibid’s services and applications.Provided technical support to auction companies using Proxibid’s audio streaming services.Managed a content revision project to add a customer-centric voice to outbound emails based on conclusions drawn from analysis of NPS scoring results.

Primary responsibilities included: Data analytics, monitoring and designing reports, project management, business process analysis, communication development, enabling cross functional partnerships, loss mitigation strategies, customer outreach, product management and strategic business planning.Select Activities Spearheaded two report redesign projects, combining financial and operational metrics to more effectively capture losses impacting business. Designed and implemented multi-dimensional tagging to global loss review processes, introducing meta-data for enhanced reporting, enabling stakeholders to specify unique data points to create more relevant business intelligence.Worked with technology teams to design and build internal applications, including gathering requirements from stakeholders, estimating development time costs and determining application design elements.Reduced production times by 2-4 hours by implementing end-to-end process for concluding post mortem reviews of losses via custom designed application.Spearheaded and led design process and product development in collaboration with engineering/coding team.Compiled monthly reporting capturing loss trends and metrics used at Risk Director staff meetings, including loss drivers by industry and product, estimated loss to actual loss comparisons and summarized operational gaps.Leveraged learnings from reporting to lead project to implement recurring meetings with various operational groups to increase engagement and awareness around areas of improvement, forthcoming processes or policy changes and resource availability.

Primary responsibilities included: Case research, data analysis, customer/client outreach, task prioritization, mentoring, training, data management, proposal development/writing, cross functional communication, loss mitigation planning, and project management. Select Activities Appeared on behalf of PayPal, Inc., for small claims proceedings as well as legal depositions for larger cases potentially impacting the business.Developed content for PayPal’s Legal Agreement to clarify protection / reimbursement policies based on claims/complaints filed against PayPal, mitigating future losses/sanctions.Participated audit projects, researching and compiling information for local and national government agencies, such as the Nebraska and New York Attorneys General to mitigate monetary sanctions. Developed training methods and participated in the mentoring of colleagues temporarily or permanently joining the Legal Support Specialist team. Created and implemented process for on-boarding NPOs, reducing friction associated to initial registration process to implementation and live use of PayPal’s products or services.Traveled to industry trade shows for live engagement of customers to provide insight and support related to PayPal’s products, leading and participating Q&A sessions individually or as part of cross functional discussion panel.