Nathan Shoop Email & Phone Number

Synthesize relevant developer documentation and knowledge base to address merchant concerns regarding payment processing; continually adjust and adapt docs and knowledge base content according to support needsUtilize deep knowledge of organization’s structure to rally appropriate teams when additional resources are neededTrain and shadow new hires to acclimate them to the Braintree culture and support resourcesFamiliarize and maintain knowledge base of Braintree’s web application, single sign-on integration with our software, APIs, and client/server SDKsAssisting enterprise customers to upgrade to new security measures, such as 3D Secure Authentication, in order to meet global card brand and bank compliance requirements

Handling personal/business profiles, & debit/credit cards via chat, email, & phonesKeeping up with rapid change, frequently updated services, functions, procedures, & regulatory complianceMentoring new representatives in the Philippines officeServing on the PayPal Gives Grant Committee, reviewing grant applications & awarding $40,000.00 to local non-profits

Manually transferring +$2 million daily in a fast paced, highly regulated settingInternational wire transfer calls & adhering to international transfer lawsDetecting fraudulent actions, checking every name involved with wire transfers against crime/terrorism databasesCreated an easy to navigate 51 page procedural document to cover any and all actions performed in the position

Customer Service, Bank & Tax Qualified Specialist, Technical Support/Chat TeamTaking 60-80 inbound calls per or 1-5 chats at a time for the duration of an 8 hour shiftWorking with 10+ account types with different regulations & tax qualificationsMaintaining knowledge of all types of accounts, assisting newer representatives on the procedural assist line (PAL), & taking calls escalated to supervisorsPiloted a new technical assistance & online guidance phone line for the bankHosted technical issue training sessions with support teams to reduce errors

Bachelor, Coding & Web Design

Bachelor, Coding & Web Design