Manages Partner Pay Support and Partner Services teams in daily operations. Partner Pay Support team processes $1M~ in manual invoices annually to rectify Partner payments and resolve unique issues; Partner Services team assists 2500+ vendors in daily operations. Drafts and revises internal and external knowledge base articles to provide comprehensive literature on internal processes and company policies.Collaborates closely with Partner Accounts Payable team to ensure timely and accurate invoice processing. Reports on Partner Pay Support and Partner Services teams in a weekly business review to discuss last week's performance, as well as goals and priorities for the upcoming week.

Supported Merchandising org by coaching on policies, procedures, and contractual obligations so that Partners received clear and accurate information. Settled payment disputes with our vendors based on their unique situation, contractual agreements, and company policies. Generated invoices to reconcile payment disputes and discrepancies. Mitigated future losses by collaborating with Merchandising managers to address trends and minimize financial impact to the company and our vendors.

Took inbound phone calls from customers regarding orders, returns, and site experience. Processed adjustments to their orders including returns, reimbursements, and new orders. Maintained professionalism during tense scenarios with customers to maintain a positive brand image and customer experience. Recommended additional purchases based on customer's initial request(s) to create more revenue.Promoted in 8/2014 to backline team specializing in jewelry and high-value purchases and returns. Facilitated returns of products priced over $500.00 and resolved high impact customer issues. Guided customer purchases by clarifying differences in metals, gems, plating, and grading. Assisted customers in obtaining shipping insurance for high-value items and processed reimbursements when necessary.