Excelled on a high-performing team focused on customer retention and satisfaction, advancing from Member Success Associate II to III within less than a year.Maintained a quality assurance level of 90% and higher for the full tenure of this position. Responsible for managing day-to-day member inquiries, providing timely and accurate support via Zendesk and in-bound phone support to up to 200 members daily. Created, edited, and maintained internal SOP documentation via Confluence at an SME level.Completed KYC processes for applicants and adjudicated potential fraud claims using both manual review and Persona system casework flows, typically around 70 individual reviews per day.Responded to social media queries and reviews within expected SLA timeframes to effectively resolve and ameliorate customer concerns and uphold the business' image online.

Adjudicates Regulation E claims from Venmo users regarding unauthorized transactions as well as billing errors. Works these cases on multiple products within Venmo: Venmo card, peer to peer payments, as well as Pay with Venmo merchant claims. Maintains a working knowledge of standard operating procedures, even as they change day to day. Uses deductive reasoning and investigative skills to determine the outcome of cases-- this includes reviewing a user's contacts and connections inside and outside of Venmo, their account history, geolocation and commonly used IP addresses, and their consistently used devices. Communicates clearly and effectively with users regarding the outcome of their cases. Utilizes multiple programs to adjudicate billing error claims: Compass Gold, Citrix Receiver, Client Line, Amex Portal, and VROL. Has consistently been on the front lines of recognizing new trends in fraud on the platform, as well as bugs/problem areas regarding Regulation E claims. Continues to develop skills in adjacent departments by working special projects such as scam claims, loss on existing accounts, and audits for overdue claims.

Worked with Venmo users via email, chat, and phone to resolve a myriad of issues and answer questions on a breadth of topics. Used deductive reasoning to determine problem areas for users, as well as critical thinking skills on how best to resolve customer queries efficiently and effectively. Maintained a working knowledge of standard operating procedures, even as they changed day to day. Curated skills in writing, multitasking, and de-escalation.

Passenger Services Coordinator who works directly with passengers to ensure their travel plans move forward smoothly in all aspects. Fields inbound calls from current passengers, answering questions and problem-solving with air travel issues, hotel bookings, and general knowledge about over 16 unique tour programs. Communicates with client organizations and passengers via email and over the phone. Audits and organizes between 7-20 travel programs. Focused on excellent customer service at all times.

Completed administrative tasks for the Passenger Services Department including data entry, editing, production of materials distributed to passengers, mailings for 30-250 passengers, detailed reviews of data for processing.

Fielded inbound calls from existing and new clients in call center environment, Provided accurate term life insurance quotes, initiated application process for new clients; answered application questions for existing clients, Maintained knowledge of 15 different companies’ basic underwriting guidelines to compare with confidence for customers, Sold identity theft protection coverage, updated account information for current identity theft members

Delivered instruction for a variety of one-week summer camp programs for students ages 3-12Provided classroom management, lesson plans, instruction in theatre arts, costume creation, disciplinary action, and basic childcare needs

Processed box office transactions in person and over the phone Created membership cards and letters for mass mailing to 50+ subscribersMaintained client database to record member information

Supervised between two and six crew members per shift, delegating and overseeing daily operations, Managed all closing duties including closing out the cash register and balancing tills, Provided excellent customer service by serving ice cream and other foodstuffs in a timely manner, Maintained storefront and storage areas for proper inventory control and health code standards, Processed customer transactions with accuracy