-Audit dispute resolution decisions that were made by the Fraud Investigations team for cardholder claims of fraudulent account activity.-Review all evidence that was used for claim decisions and provide constructive feedback to agents on their decision-making process.-Provide constructive strategies to agents who need to pivot their approach to resolving claims.-Notate additional evidence that was not identified in the agent's initial resolution process to strengthen the decision, or (depending on circumstance and evidence) overturn.-Exercise a firm understanding of and adherence to banking regulations including Regulation E.

-Investigate customer activity to identify and mitigate attempted fraud-Conduct highly-sensitive customer-experience investigations withbusinesses and make final determination on issue resolutions.-Conduct interviews with merchants and customers to investigateclaims of sexual/physical/verbal assault-Work closely with the Legal, Accounting, Editorial, and Site Operationsteams to resolve escalated issues with merchants.-Negotiate settlement agreements with merchants that serve as full andfinal resolution to disputes.-Facilitate mass-customer refunds, merchant cancellationannouncement emails, and payment reconciliation from businesses.-De-escalate legal, PR, and retaliatory threats from businesses.-Approve/decline requests for additional margin to resolve merchantissues.

-Prioritize accounts in a pipeline of escalation cases by severity, sensitivity, and business impact.-Provide support to my team as a direct-transfer for escalated issues.-Exercised sales techniques and marketing knowledge to set up deals to maximize the success of campaigns in order to benefit both Groupon and merchants.-Surpassed minimum monthly quotas for contracts closed and quality assurance metrics.-Utilized strategic problem solving to assist merchants with account and campaign issues.

-Make outbound contacts to businesses within the Home and Auto vertical to pitch/close being featured on Groupon-Manage a book of business and work with merchants to maximize existing ad campaigns-Create deals that both meet the merchants' needs, while offering substantial value to customers

-Prospecting new business for ad campaigns-Sourcing customers to business in the "Daily Deal" space-Maintaining positive relationships with Angie's List businesses -Drafting and presenting sales contracts to businesses

-Offer solutions for inbound customer calls and emails-Consistently meet/exceed quality-assurance metrics for phone calls and email correspondence-Proactively ask for business reviews on businesses sourced through the service-Sell membership renewals to customers who call or email

-Use outgoing people skills to provide exceptional customer service to guests and large parties-In a fast-paced environment, utilize urgency and problem solving skills to ensure that I am a key player in making the restaurant run smoothly