Lena Riley Email and Phone Number

• Collaborate with cross-functional partners to identify and deliver internal and external facing Trust content. • Balance relationships with multiple stakeholders and partners to improve platform security, while shaping the best member experience. • Routinely review and update policies and agreements with business partners to maintain alignment with current laws, global trends, and company goals.• Manage large, complex, and often time-sensitive projects. Work with team to research and provide documentation for legal, product, support teams, etc.• Stay current on industry trends and share best practices to influence global content strategy.• Work with leadership team for new-hire onboarding, change management, and team roadmap development.• Leverage project management and content strategy to ensure members have clear information to protect their account, data, and setting options. Use my extensive background in content development coupled with my experience in risk management, to deliver helpful guidance to internal and external customers.• Lead the team with training prep, change management communication, and strategy.• Partner with product, marketing, operations, and legal teams to manage or write content deliverables for product launches.• Make data-driven decisions to improve support experiences and troubleshoot known issues.• Manage multiple projects simultaneously while meeting tight, frequently changing deadlines.• Act as point of contact for escalations and effectively resolve complex issues. Identify execution roles and communicate plan of action.• Represent team for changes to the LinkedIn Help Center Content and eco-system.• Identify opportunities for horizontal content initiatives that impact several lines of business and create alignment among impacted stakeholders. • Identify and proactively call out risks and potential areas for mitigation.• Point of contact for legal escalations and multi-functional project alignment.

A majority of my role consists of writing, editing, and maintaining the risk related content on LinkedIn's Help Center/Safety Center. I spend time balancing project management with content strategy to ensure that our 6 million+ members have the information they need to not only protect their account, but to enhance the quality of it. I use my extensive background in content development in conjunction with my experience in risk management, to deliver helpful guidance to internal and external customers.

Review and maintain all global procedural requests to determine prioritization, assignment, relevance, and follow-upResponsible for coordinating functional group roll-outs and executing project with clear communication planAuthor and update global documentation from process ownersWork with project managers, SMEs, group leaders, legal, and product leaders to understand needsManage and develop contractors, interns, and rotational employeesReformat and write procedural content into a technical, procedural, and/or instructional design for Global Operations, Banking, and AML/BSA functionsEngage in robust feedback with global partners to ensure accurate development of documentationCollaborate with global management team to coordinate publication and communication Drive and participate in innovation of closing efficiency gapsServe as a champion to ensure consistency, process articulation, education of stakeholders, and enforce documentation standardsDevelop and maintain, process maps, flow charts, policy documents, and training curriculumAnticipate and prepare for potential issuesUtilize professional concepts and company objectives to resolve complexities in a creative and effective wayAnalyze workflows and processes for improvementMaintain, develop, edit, and proofread documents pertaining to training of tasksSimultaneously manage self-initiated projects and projects assigned from leadersExercise judgment in methods, techniques and evaluation criteria for obtaining resultsEstablish and maintain good relationships with all depts to ensure loss is reducedDevelop strategies to drive productivity and implement changes as neededWork closely with counterparts to recognize trends for process and policy improvementsInterface with all levels of management, negotiating and influencing to build consensusMake intentional effort to minimize miscommunication throughout the businessProvide approved procedural documentation to internal and external auditors

Maintain, develop, edit and proofread documents pertaining to training of tasks;Simultaneously manage self-initiated projects as well as projects assigned from supervisors and management;Present training items and updates to teams via email, learning sessions, stand-ups and other communication outlets;Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results;Handle all issues related to global merchants, processors, etc. Provided email feedback and shortcuts resulting in a minimum of 5-60 seconds increased productivity;Use professional concepts and company objectives to resolve complex issues in creative and effective ways;Thorough knowledge of all card type policies, procedures and regulations including some experience with AML/BSA;Single point of contact for all aspects of Chargebacks and Protection Services;Address escalations in a timely manner and provide training as needed;Establish and maintain good relationships with all depts. of PayPal to ensure loss is reduced and procedure is adhered to by the community;Analyze workflows and processes for improvement;Use tools such as FOP to review for Buyer Abuse and take appropriate actions;Prioritize workload for teammates, develop strategies to drive productivity and implement changes as needed;Work closely with counterparts to recognize trends for process and policy improvements;Provide mentoring to teammates that would like to increase presentation skills;Interface with all levels of management, negotiating and influencing to build consensus.Multi-tasking to ensure timely delivery of special projects and reports

Provide mentoring to teammates that would like to increase presentation skills;Part of first group PayPal Buyer Protection was tested with. Created, edited, and help implement the email content suggestions, talking points, and case closure terms;Make conscious decisions that ultimately were fair and balanced in accordance with the PayPal User Agreement

Provided world-class customer service;Provide technical assistance to customers;Gave feedback on how to improve email and phone handle time;Responded to customer phone and email inquiries