Michael Bonilla Email & Phone Number

New York, United States

New York City Metropolitan Area

Providing guidance to other members of the team and cross-functional teammates. Identifying opportunities for improving seller and broker policies and/or risk mitigation, and working with teams within the Finance org, legal, managers, and other stakeholders on the creation of new policies and tools. First point of escalation for the risk team. Leading and organizing training for new teammates and cross-functional teams. Taking a data-driven approach to making decisions. Product launches, investigating security issues or fraud rings that impact this community and triaging seller-facing issues with others in the organization. Providing input into the larger Payments & Risk roadmap by anticipating and communicating needed initiatives and changes.

New York, New York

Analyzing high-risk transactions to prevent suspicious activity, monitoring seller accounts to maintain safety on the SeatGeek platform. Partnering closely with members of our marketplace and resolving onboarding and payout issues, as well as KYC (or “know your customer”) related outreach. Communicating trends and analysis to the larger team to improve awareness. Staying informed on trends in the industry to help SeatGeek stay proactive.

Chicago, Il

As a Disputes Specialist, I was responsible for researching and processing customer financial claims and handling problems users may have had with their payments, from suspected unauthorized use to merchant issues they may have encountered. This also included processing incoming chargebacks and ACH returns. Primary responsibilities were to accurately research, process, document, and issue payment for claims based on proper evaluation.

Chicago, Il

Overseeing the customer service department independently. Providing real-time direct supervision for all agents on the team, while successfully communicating regularly with team management regarding scheduling, trends, agent issues, and other timely trends.

Chicago, Il

Oversaw two high traffic galleries. Responsible for ordering merchandise and gallery supplies biweekly. Instilled importance of time management with the staff through proper deployment and scheduling. Helped increase daily revenue and foot traffic by curating where art was displayed and what art was sold in the gallery.

Chicago, Il

Managing store business operations, visual merchandise, payroll, scheduling, banking, hiring, employee performance reviews, and facilities management. Created merchandise presentation strategies and special marketing campaigns resulting in increased store traffic and profit.