Simon C. Email & Phone Number

Maintaining the tech stack utilized by the Global Support team. Complex automation and integration of Zendesk, Slack, and more. Locating points of stress or inefficiency and optimizing workflows to reduce friction and pain points. Documenting procedures, creating templates for SOPs, and consulting with Legal teams to ensure all processes are in line with values and regulations. Project management via Jira and Asana boards.

Cast member for ComedySportz in Chicago. Teacher and coach. Make funnies, teach funnies.

United States

Maintain the knowledge database for Venmo Fraud Support.Work with legal and compliance departments to ensure policies are up to date and meet business needs and standards.Create new policies to ensure new trends and workflows have necessary documentation to mitigate loss and risk.Analyze data sets using SQL and other tools to determine efficiency and accuracy of policies.

Act as a subject matter expert for teammates in several different markets internationally. Provide trainings, support, coaching, and feedback for teams on different procedures and workflows. Create content for trainings and meetings to share cross departmentally. Perform in-depth analysis of agent statistics and performance, as well as to gain insights regarding the work and incoming contacts from users. Run scripts and automations in SQL to access and analyze data. Create standard operating procedures for new workflows and rewrite existing procedures to provide clarity and simplification as needed.

Perform high level risk analysis on users accounts to identify fraudulent activity or user agreement violations. Interact with customers and take appropriate actions to restore users when appropriate. Review sensitive documentation to ensure authenticity. Complete disputes against transactions for the user. Ensure the security of both the Venmo platform and the users accounts.

Chicago, Illinois

Take inbound calls, emails and chats from users regarding their accounts and transactions. Reply with a high level of quality, and within the appropriate service levels. Exceeded customer satisfaction and productivity goals.

Chicago, Illinois

Managed partnerships with vendors in multiple states. Coordinated the repair, cleaning, and transport of large fleet of vehicles. Managed technicians schedules and provided guidance on tough cases.

Assist members with setting up their accounts, managing reservations, and address various concerns regarding the service. Acted as front desk and reception for the office, and completed office management tasks like ordering supplies, stocking cabinets, and putting in maintenance requests as needed. Instituted fraud protocol to prevent users from making reservations with stolen financials or committing gas fraud.