Sergio Mendoza Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, United States

Streamlined fraud strategy by fine-tuning risk score thresholds, enhancing account suspension strategy, and updating velocity rules, enabling revenue gain on low-risk transactions while restricting high-risk ones.Designed a comprehensive training program on Payments and Fraud for customer support, enhancing their knowledge on investigation tactics, billing issues, and identifying fraudulent behaviors.Developed a robust strategy for identifying the exploitation of our payout system, effectively reducing the chargeback ratio from 5% to 0.78%.Led initiatives to identify digital currency policy violations and community scams, significantly increasing user trust and platform integrity.Leveraged customer feedback and fraud data to collaborate with marketing, reducing seller wait time for payouts from 14 to 7 days, enhancing user satisfaction.

Los Angeles, California, United States

Identified and helped resolve a critical payment bug during sales/promotions, collaborating with developers and QA teams to prevent revenue loss of $226,000 annually.Maintained a robust billing system by diagnosing and resolving complex bugs/issues affecting one-time and recurring transactions, ensuring uninterrupted revenue flow.Assisted with the seamless integration of BitPay, offering users a new and secure payment processing option.Initiated product changes by analyzing user complaint/feedback data, leading cross-functional efforts to reduce billing support tickets by 31%.Developed a comprehensive proposal for billing and payment alerts, proactively reducing the negative impact of failed transactions on user experience.

Santa Monica, Ca

Successfully led a team of 15 technical support agents, fostering a collaborative and high-performance culture through regular team-building activities and clear communication.Effectively resolved escalated technical issues, demonstrating advanced troubleshooting skills and in-depth knowledge of Hulu's products and services, leading to a 95% resolution rate.Collaborated with cross-functional teams to address and eliminate recurring technical challenges, resulting in a 20% reduction in ticket escalations and improved customer satisfaction.Established and monitored key performance indicators (KPIs), ensuring the team consistently met or exceeded service level agreements (SLAs) by 10%.Developed and delivered comprehensive training programs for new and existing team members, ensuring a consistent level of technical expertise, leading to a 15% improvement in issue resolution time.Collaborated with the Quality Assurance team to implement effective monitoring processes, ensuring a high standard of customer interactions and a 20% increase in customer satisfaction scores.Worked closely with product development and engineering teams to communicate customer feedback, contributing to the improvement of Hulu's platform and services, resulting in the implementation of 10 new features.