-Manage sensitive disputes between customers and business owners, investigating incidents thoroughly and impartially to reach fair, mutually agreeable resolutions.-Handle high-priority risk mitigation cases involving financial transactions, service disputes, and policy violations, ensuring the protection of both customers and business owners on the platform.-Lead and conduct training sessions for new hires, focusing on conflict resolution, company policies, and best practices in risk… Show more -Manage sensitive disputes between customers and business owners, investigating incidents thoroughly and impartially to reach fair, mutually agreeable resolutions.-Handle high-priority risk mitigation cases involving financial transactions, service disputes, and policy violations, ensuring the protection of both customers and business owners on the platform.-Lead and conduct training sessions for new hires, focusing on conflict resolution, company policies, and best practices in risk management.-Mentor and coach team members to improve performance, enhance problem- solving skills, and ensure adherence to company standards.-Lead the tracking and reporting of department metrics, using data to drive improvements in incident resolution efficiency and overall team performance. -Contribute to cross-departmental projects, including initiatives related to customer experience, dispute resolution process improvements, and platform policy updates.-Expert user of Microsoft programs, G-Suite, Salesforce, Slack, and Okta for case management, communication, and secure access management.-Regularly collaborate with legal, operations, and product teams to ensure that incident handling aligns with company goals and risk management policies. Led a cross-functional CCPA/Data Disclosure project, collaborating with multiple departments to improve service levels and compliance with data privacy regulations.-Successfully reduced service levels from over 7,000 outstanding cases to zero in just a few months, significantly enhancing team efficiency and compliance with privacy regulations. Show less

-Lead a team of customer service representatives, conducting performance evaluations, offering ongoing training, and providing regular feedback to enhance employee development and job satisfaction.-Manage company payroll and accounting functions, including accounts payable/receivable, using QuickBooks/Intuit.