As an Account Manager, I serve as the lead point of contact for all operational aspects of the merchant processing relationship during the contract life, identifying opportunities for proactive discussions with the merchant regarding his business, growth strategies and recommendations as to how PayPal may assist in meeting overall profitability objectives. In this regard, I strive to be the focal point of knowledge about the merchants within the portfolio. This position is the merchant’s source… Show more As an Account Manager, I serve as the lead point of contact for all operational aspects of the merchant processing relationship during the contract life, identifying opportunities for proactive discussions with the merchant regarding his business, growth strategies and recommendations as to how PayPal may assist in meeting overall profitability objectives. In this regard, I strive to be the focal point of knowledge about the merchants within the portfolio. This position is the merchant’s source for PayPal product information and communication on critical operational issues. This position has specific targets for increasing PayPal’s share of total payment volume with the client either through recommended changes to the existing PayPal account or cross-selling PayPal as a payment and processing alternative for additional business silos owned or controlled by the merchant. The Account Manager position is a fundamental component of the PayPal Merchant Operations team, serving as a primary contact for a portfolio of up to 150 SMB merchants. Show less

As a Merchant Business Support Agent, my primary responsibilities were to provide telephone and email support to small and new merchant accounts. I understood the PayPal merchant and eBay auction suite of products and tools, and provided consultative advice to customers regarding the features and benefits of all PayPal products. I supported and had to troubleshoot PayPal Product issues, provided information and support regarding PayPal risk policies and practices, educated customers… Show more As a Merchant Business Support Agent, my primary responsibilities were to provide telephone and email support to small and new merchant accounts. I understood the PayPal merchant and eBay auction suite of products and tools, and provided consultative advice to customers regarding the features and benefits of all PayPal products. I supported and had to troubleshoot PayPal Product issues, provided information and support regarding PayPal risk policies and practices, educated customers concerning dispute processes, and assisted in determining resolution for customers. The duties required excellent interpersonal and professional business writing skills, as there was significant interaction with customers, as well as other PayPal departments. Show less

As a Senior Specialist, I was responsible for providing world class customer support and guidance to both our internal and external customers by working within the PayPal Escalation Tool. Extensive business area knowledge was required to help teammates review, research, and execute actions in helping to resolve customer inquiries. I supported my team by working queues, addressing teammates questions, resolving escalations, conducting quality reviews, providing teammates with clear… Show more As a Senior Specialist, I was responsible for providing world class customer support and guidance to both our internal and external customers by working within the PayPal Escalation Tool. Extensive business area knowledge was required to help teammates review, research, and execute actions in helping to resolve customer inquiries. I supported my team by working queues, addressing teammates questions, resolving escalations, conducting quality reviews, providing teammates with clear constructive feedback, leading team learning sessions, and assisting in other assigned projects such as product testing or feedback. I was required to keep current on PayPal products, policies, and procedures. Additionally, I fostered a collaborative environment, coached my team and encouraged them to learn, and improve. My duties required independent judgment, analytic thinking, detail orientation, time management, self direction, and flexibility. I used my excellent interpersonal skills both spoken and written, to facilitate mentoring and teaching required within the team, as well as interaction with other PayPal departments and customer contacts. Show less

IntershipThe Executive Escalations group within Customer Solutions reviews and responds to complaints directed at PayPal and received from other departments and all levels of management at eBay and PayPal. As a Coordinator, I was responsible for sorting, scanning, and filing all incoming documentation, sorting and distributing incoming mail and faxes, and organizing the queues for resolution by Executive Escalations Specialists. This position required me to keep all Executive… Show more IntershipThe Executive Escalations group within Customer Solutions reviews and responds to complaints directed at PayPal and received from other departments and all levels of management at eBay and PayPal. As a Coordinator, I was responsible for sorting, scanning, and filing all incoming documentation, sorting and distributing incoming mail and faxes, and organizing the queues for resolution by Executive Escalations Specialists. This position required me to keep all Executive Escalations documentation sorted and stored properly so that the Executive Escalations Specialists could work cases in a timely and accurate manner. As an Executive Escalations Coordinator, I had to possess exemplary organizational skills and thrive in a collaborative team environment. Show less