● engage with, and be an advocate for, clients when answering inbound calls, taking ownership, and tackling complex issues to offer the best possible solution.● Assist clients with account management, balances, and access during customer service interactions.● Assist clients with removing locks on accounts through credential resets related to suspicious logins.● Provide education on various investment products, account types, and risks associated with each to assist clients in selecting what fits their investment needs.● Provide walkthroughs for online trades or provide broker assisted trading services.

Parlayed robust talents for analysis, to secure consistent advancement to positions of increasing scope, accountability, and complexity based on capacity to deliver against mission-critical objectives. Entrusted to drive alignment and comprehensive analytics review of merchandise and billing chargebacks/claim volume resulting in reduction of losses for PayPal and Merchant Partners based on both pro-active and reactive escalations . Leadership Contributions: Championed Account Managers within assigned portfolio in relationship management through data analysis requests, assisting in best practice and process education, and process or procedure questions related to casework (example Seller Protection Coverages). Joined forces with Risk Ops teams to develop and implement comprehensive fraud and merchandise loss prevention strategies to reduce overall losses to merchants. Architected impactful PowerPoints during scheduled calls with merchants, highlighting key trends and providing actionable insights related to claim/chargeback loss. ← Took ownership of updating and creating SQL queries used by Merchant Consultant Team and Data Scientists maintaining multiple reports for merchant analysis. Utilized multiple tables to translate internal definitions to merchant facing information and input into Excel template for efficient analysis. Steered project to migrate all Teradata-Simba SQL queries to BigQuery SQL for teams, updated GitHub repository, and completed training for multiple teammates to utilize BigQuery SQL as part of business need transition.

Stepped up to drive alignment for multiple queues to ensure reviews and customer emails were completed within designated service levels. Leadership Contributions: Generated and provided reports to leadership on current queues at start and end of shift. Reviewed alerts created in Real Time Scanning of payments to verify transactions are not in violation of OFAC sanction regulations through identity verification and activity review. Key source of influence with customer email and internal ticket escalations to resolve customer issues with sanction requests in a timely and professional fashion.

Tasked to drive queue on behalf of sellers in our system to dispute buyer-initiated chargebacks and reduce losses to both sellers and PayPal and ensure accurate money movement related to case events. Leadership Contributions: Reviewed, collected, and organized documentation from the seller and internal systems into Word documents and upload to various credit card portals. Investigated debits and credits related to chargebacks on both buyer and seller accounts, and internally in PayPal and processor systems. Completed Dispute Resolutions Specialist Internship focused on working directly with processor partners for escalated issues, completing manual corrections for cases, providing an agent assist line for teammates, and managing teammate responsibilities and queues, and addressing weekly reporting tasks.

Promoted to complete accurate seller and buyer restriction reviews to reduce risk to PayPal and PayPal customers. Accountable for CIP/KYC verification, seller account activity review, identity theft review, stolen financial review, and account takeover claim review. Leadership Contributions: Utilized customer documentation, Lexis Nexis verification, and automated system to verify customer identities in compliance with government regulations. Analyzed and shut down accounts with high risk selling activities such as work from home scam, high dispute activity, false listing activity, and high-risk business processing.

Joined inbound call center to assist customers with basic account assistance, setting up new accounts, and education on how to use PayPal and additional features. Leadership Contributions: Completed Senior Agent Internship focused on escalated calls, assisting teammates via assist line, and submitting coaching opportunities. Achieved lateral move to CS Limitations focused on identity verification, unauthorized claim filing and review, and assisting in regaining access to restricted buyer accounts.