Primarily accountable for leading the customer service operation department and ensuring that operations are both efficient and effective in achieving customer success. On top of that, efficiently leading the Customer Service team, supervising day-to-day operations, and provide a solution to the customer service issues in a timely manner. Responsibilities:• Set up an infrastructure to provide support on various channels of communication (Inbound/Outbound Calls, Live Chat on… Show more Primarily accountable for leading the customer service operation department and ensuring that operations are both efficient and effective in achieving customer success. On top of that, efficiently leading the Customer Service team, supervising day-to-day operations, and provide a solution to the customer service issues in a timely manner. Responsibilities:• Set up an infrastructure to provide support on various channels of communication (Inbound/Outbound Calls, Live Chat on eCommerce App, Email, Live Chat on Social Media such as Facebook, Instagram and LinkedIn, Service Ticket management for communication within departments)• Coordinating with cross-discipline team members from various departments in the company with the same goal to achieve to make sure that all parties are on track with project requirements, deadlines, and schedules• Develop customer service guidelines and SLAs• Correlate with team members and departments to identify the problem, causes, and effect and as a team to resolve arising issues• Assists Human Resources in recruiting, evaluating, testing, and selecting customer service associates• Produce training content for internal teams and users• Coach and develop strong customer service associates • Formalizing the collection, analysis, and presentation of customer feedback to the relevant departments within the business• Cultivate a strong and positive Customer Service work culture similar to my experience in Paypal and American Express which has proven to drive a great customer journey and contributes to our Customer Success• Identify bottlenecks within our services which may cause a hindrance to our customer experience Show less

As a Senior Compliance Executive, I am responsible for monitoring and providing business support on a variety of complex regulatory issues. The primary job responsibility is to provide advice and recommendation to the lines of business regarding policies, processes, and procedures. Ensuring policies and procedures are continuously monitored and operating in compliance with applicable banking laws, regulations, and rulings. Providing support to the team lead with managing the team by overlooking… Show more As a Senior Compliance Executive, I am responsible for monitoring and providing business support on a variety of complex regulatory issues. The primary job responsibility is to provide advice and recommendation to the lines of business regarding policies, processes, and procedures. Ensuring policies and procedures are continuously monitored and operating in compliance with applicable banking laws, regulations, and rulings. Providing support to the team lead with managing the team by overlooking performance, coaching, managing work distribution to meet SLA's and escalation related matters. Show less

As a Compliance Executive. I ensure our customers comply with our Compliance Policy as defined in PayPal’s Terms of Use. They help to ensure that we implement the appropriate controls and monitoring to satisfy our obligations to the appropriate regulatory authorities.Review customer accounts and applications related to high-risk products and features, reports of fraudulent or unfair practices, and/or policies and programs.

As a Protection Service Executive, I assist buyers by helping them to resolve their seller dispute inquiries.Complete reviews and resolve claims in a timely and accurate manner using the latest in modern communication and technology tools and with the knowledge of the buyer and seller protection policies. As a front-line representative, I am the primary point of contact for our customers and provide predictable, compassionate and timely resolution to all questions and… Show more As a Protection Service Executive, I assist buyers by helping them to resolve their seller dispute inquiries.Complete reviews and resolve claims in a timely and accurate manner using the latest in modern communication and technology tools and with the knowledge of the buyer and seller protection policies. As a front-line representative, I am the primary point of contact for our customers and provide predictable, compassionate and timely resolution to all questions and inquiries.Responsibilities:• Review and attach customer responses to claims filed against them or on their behalf• Complete or cancel pending transactions, reversals when appropriate.• Restrict accounts when appropriate.• Close claims filed through PayPal’s Consumer Protection Policies• Review PayPal accounts that have been limited and determine the legitimacy of the account and account holder. This also includes determining cases that need to be resolved by the customer to lift their Limited Access.• Handling inbound/ outbound phone calls within SEA in regards to disputes and claims. Show less

Wolters Kluwer 2009 – 2012Production Editor/ Senior Production Editor As a Production Editor/ Senior Production Editor, I am responsible for managing the quality of the print and online content, which includes copyediting and composition. Editors are the main point of contact for internal and external customers, provide feedback to vendors, manage the schedule from submission to print and online deliveries, and monitor page usage and other journal metrics… Show more Wolters Kluwer 2009 – 2012Production Editor/ Senior Production Editor As a Production Editor/ Senior Production Editor, I am responsible for managing the quality of the print and online content, which includes copyediting and composition. Editors are the main point of contact for internal and external customers, provide feedback to vendors, manage the schedule from submission to print and online deliveries, and monitor page usage and other journal metrics. Responsibilities• Utilized Citrix Systems to process editorial content and produce electronic and print publications.• Accountable for various products, legislation for states, newsletters and books, which included the planning and managing to ensure that production deadlines are met.• Manage and coordinate the preparation and tracking of all journal content for successful and timely distribution to print, online, and mobile device publication.• Manages the editing and proof process, including copyediting, as necessary.• Primary day-to-day communication with authors and editorial offices.• Responsible for strict adherence to schedules.• Managing high revenue products which required discipline and a meticulous attitude to produce quality print and online content, which includes copyediting and composition.• Communicate status of content at all stages through the delivery of content to print and posting of publishing ahead of print content online, posting final content to electronic journal platform, and iPad app deliverables.• Resolve issues quickly and keep the production process moving.• Coordinated unit meetings regularly, addressed and resolved any issues which required swift action.• Manage a team in ensuring prompt delivery of headline legislations to customers.• Manage deadlines and resource allocation for editorial production and other ad-hoc projects. Show less