Josh M. Email & Phone Number

San Diego, Ca, Us

- Build and manage a team of Patient Experience Representatives - including hiring, coaching, training, and career progression support- Serve as an ambassador of Getlabs for partners, patients, and other stakeholders- Deliver on KPIs across growth, efficiency, and quality - Analyze and apply Lean and Agile principles to ensure maximum department efficiency- Implement and maintain SOP’s and other documents to ensure compliance with HIPAA and/or other regulatory organizations- Collaborate with key partners on Patient/User experience changes and implementations.

San Diego, California, United States

- Led and mentored a team of 11 service professionals responsible for supporting financial advisors through multiple communication structures such as phone, email and chat.- Manages team process of handling inquiries from account balance to complex financial transactions.- Identify and report all suspicious activity to legal and fiduciary compliance teams.- Manages relationships with financial advisors to ensure timely processing of client or advisor’s requests.- Identifies gaps in workflow, manages effective communication to ensure accurate information is providedto financial advisors.- FINRA Series 99 Certified.

San Diego, California

- Managed relationships with all major merchant services (PayPal, Stripe, Square, eCheck, etc.).- Lead the research and investigation of disputes for all transactions.- Analyzed chargeback transactions and trends to maximize optimization strategies.- Oversaw load balancing of payment processors to optimize payment success rate.- Collaborated with key stakeholders across enterprise to address payment failure issues including disputes, chargebacks, and fraud.- Ensured compliance of sales funnels with PCI-DSS standards.Notable accomplishments: Decreased chargeback rate by over 45% within 6 months of hire. Implemented multiple payment gateway system to optimize transaction routing, and maximized revenue by routing transactions to lowest rate processors. Implemented subscription-based billing system for iOS/Android App. Implemented multi-layered fraud prevention system on both hosted and non-hosted e-commerce platforms.

San Diego, Ca

- Managed all facets of fraud detection and prevention, and responsible for developing fraud identification and prevention policies and strategies across the enterprise.- Led a team of agents responsible for monitoring payment declines as well as reviewing, investigating, and communicating with customers regarding fraud issues.- Created process optimization strategies including automated resulting in decreased chargebacks.- Analyzed success of payments vs. incidence of chargebacks with solutions to maximize sales whileminimizing chargebacks.- Provided guidelines, direction, training and coaching to operations team to implement fraud strategies.- Implemented change rules/processes based on risk trends.- Provided monthly executive updates tailored to technical and non-technical audiences.Notable accomplishments: Recognized for taking initiative in fraud prevention and received promotion to lead the company’s first fraud prevention department. Designed and implemented daily dashboard that provides information on chargeback ratios by payment brand and daily/weekly high risk attributes. Mitigated excessive chargeback fees by removing merchant from excessive chargeback monitoring program within 90 days. Developed key metrics measuring false decline rate, average review time, and fraud rule effectiveness resulting in increased revenue.

- Led and mentored a team of 10 supply chain specialists responsible for overseeing and monitoring order flow and exception management.- Managed transportation cost discrepancies, freight returns, and claims process; analyzed data to identify improvement opportunities.- Managed unshipped orders and adjustment of fulfillment source.- Ensured compliance with all Federal Trade Commission regulations.Notable accomplishments: Recognized for leadership performance in customer service and recruited to lead the supply chain team; served in dual roles prior to leadership promotion. Built and maintained strong vendor relationships through outstanding collaboration. Initiated and led quality assurance program consisting of monthly performance reviews, goal setting, and follow up.

San Diego, Ca

- Supervised a staff of 15 customer service agents and provided full performance management oversight.- Defined expectations, assigned work/tasks appropriately, and assured progress toward goals/objectives.- Identified and addressed training opportunities by evaluating talent across team of responsibility.- Led training curriculum and assisted in the interviewing, selection, and training of new agents.- Assisted in the preparation and delivery of monthly scorecards and performance reviews.- Managed staffing schedule and staff attendance to successfully manage call/email volume volatility.Notable accomplishments: Promoted from Customer Service Representative due to high performance, knowledge of e-commerce, and display of leadership skills. Increased customer service department productivity by 200% following a two-week training period. Identified $24K of misapplied payments and worked with the company’s payment processing center to recover all monies. Reduced order processing time by 40% by working directly with the IT department on enhancements to e-commerce software.

San Diego, Ca

- Supervised a team of 20 customer service representatives and managed day-to-day operations.- Ensured all employees achieve and/or exceed performance metrics on a daily basis.- Designed innovative and strategic performance management plans.- Communicated with employees on a routine basis to ensure company policies are executed.- Identified gaps and inefficiencies in workflow; implements changes to department policies as needed.-Handled escalated customer service issues and assists with high call volume.Notable accomplishments: Promoted from Customer Service Representative due to high performance, knowledge of e-commerce, and display of leadership skills. Increased customer service department productivity by 200% following a two-week training period. Identified $24K of misapplied payments and worked with the company’s payment processing center to recover all monies. Reduced order processing time by 40% by working directly with the IT department on enhancements to e-commerce software.

Business Administration With A Concentration In Marketing

Associate Of Arts (Aa), General Studies