Monique Farmer Email & Phone Number

El Cerrito, Ca, Us

San Francisco Bay Area

Payments by Wix is a specialized team that looks after users going through the process of accepting payments on their sites using Wix own payment provider.We make sure they get all the support they need and offer the best solutions for their business.The Payments by Wix Portuguese team handles:- Wix Payments Brazil- Wix Payments Portugal- Risk Wix Payments Tier 2- Other providers connection to Wix ( Paypal, Mercado Pago, Pagseguro)

San Francisco, California, United States

Increased the Upsell KPI result from 2.5% to 30% by suggesting / implementing new tools and services for customers.Investigated and resolved complex billing cases such as payment issues on Premium Plans ranging from $10-80 monthly and disputes on the platforms PayPal, Adyen, WorldPay, Network Solutions, and DLocal.Developed and implemented a new customer response solution via active call to customers which increased customer satisfaction by 35%.Trained and mentored senior agents in the implementation of the company's customer care to practice all new skills.Remedied technical problems of 50+ customers daily via phone, email, and chat.Presented daily incident reports and analyzed suspicions of fraud and money laundering, collaborating with the risk team to make prudent decisions to deliver case solutions.

San Francisco Bay Area

-Investigate unrecognized charges and possible fraud/risk, resolve when possible and escalating if necessary;-Handling and solving billing cases (payment problems, credit card issues, chargebacks, etc);-Analyzing refund requests based on internal policies, finding the best solution to user's needs;-Investigate unrecognized charges and possible fraud/risk, resolve when possible and escalating if necessary;-Make risk-based decisions to approve and deliver case solutions-Handle chargebacks, disputes, KYC requests, fraud suspects, and anti-money laundering-Identify inconsistencies and work with PSS & QA Billing teams through Jira/escalations to solve major issues or bugs-Work with external payment gateways to process and track payments, refunds, and chargeback disputes. Such as PayPal, Adyen, WorldPay, Network Solutions and Dlocal-Develop and collaborate in offline projects with product specialist teams, helping improve customer experience as an end result.

San Francisco Bay Area

-Handling technical issues and applying troubleshooting procedures. Escalating cases when necessary.-Assisting customer care team finding the best and efficient solution to users' needs.-Making sure to be up to date with company's products, such as product improvement and known issues.

San Francisco Bay Area

-Advanced billing and legal internal policy compliance-Manage customer complaints-Analyze edge cases and approve special customer solutions as risk-based decisions-Handle refund requests and provide ARNs for refund tracking-Manage accounts & services statuses-Answer customer equations and escalate customer issues to Billing Tier 3 team when necessary

San Francisco Bay Area

-Management and real-time analysis for online & offline support queues-Reallocate and assign agents to the relevant support queues-Analyze specific cases and assign incidents before missing response time SLA to the relevant teams-Daily report on incidents, changes or problem tickets and SLA status-Acting as needed when team leader not working

San Francisco, California, United States

Solved issues involving the children's development and health and maintained accurate daily reports of children’s routines to guarantee an open dialogue with the family.

Brazil

Provided English instruction for 15 classes of 6-8 Portuguese-speaking students.

Brazil

- Created and processed 100-150 monthly customer invoices for an average of 300 BRL each.- Managed the Executive's calendar, scheduling around 150 meetings monthly.Prospected and created the customers' digital presence, offering up to 5 projects for each customer.- Served 5+ customers daily via phone or in person, explaining the company's digital marketing expectations.- Mediated communication between clients and the creative team.- Diagnosed user problems with customers, maintaining a high level of satisfaction.