Kristen Lobsinger Email & Phone Number

Charleston, South Carolina, United States

Charleston, South Carolina, United States

Financial Analyst, Accounts Receivable Branch - Bureau of the Comptroller and Global Financial Services, U.S. Department of State

North Charleston, South Carolina, United States

North Charleston, Sc

Amazon - Self-Publishing Managed a high volume of customers in a fast paced environment, assisting with the self-publishing process from the uploading of files to a printed, published book available on Amazon and through other retailers. Used various software programs and provided phone, email and technical support for customers editorial, design, and marketing services. Strong focus on resolving problems and improving the services workflow to help the business become more efficient.Successes* Languishing Refund Project – responsible for the mass refunding of author’s unused services. Pulled reports, analyzed data, developed plans and processes, tracked refunds, reported results to Senior Management, prepared written Standard Operating Procedures (SOPs) and created reports using Microsoft Excel. As a team of three, we successfully processed $1.2MM in refunds and $210K in escheats for unused services.* Member of the Refund Team. Took ownership of the team; recruited and trained team members, developed processes and ensured customer refunds were completed correctly and in a timely manner. Used Salesforce, CyberSource, and Oracle software programs.* Delegated specific tasks to an overseas team which improved the project team’s efficiency by allowing more than ten hours per week to be spent on other tasks. Created SOPs for the team to follow and provided training via conference calls. Performed quality checks and provided coaching for continuous improvement. * Worked with Amazon’s Accounts Payable team to improve the process for wire transfer refunds for international customers. Streamlined process and created a Wire Transfer Refund SOP which decreased refund processing time for international customers by up to four weeks.* Created numerous Standard Operating Procedures (SOPs) that were followed by the entire department. * Successfully resolved numerous complex problems and high level escalations with strong attention to detail and thorough follow up.