Tina S. Email & Phone Number

Victoria, Bc

Victoria, Bc

As Team Lead, Security and Trust, I develop new systems, tools and investigation procedures that assist in the identification of complex account networks purposefully committing e-commerce fraud. I work with internal and external business partners creating and implementing targeted tools and procedures aimed at actively contributing to fraud prevention on our websites.I develop policy and performance strategies across a global seller base, which reflect business change and growth by… Show more As Team Lead, Security and Trust, I develop new systems, tools and investigation procedures that assist in the identification of complex account networks purposefully committing e-commerce fraud. I work with internal and external business partners creating and implementing targeted tools and procedures aimed at actively contributing to fraud prevention on our websites.I develop policy and performance strategies across a global seller base, which reflect business change and growth by identifying customer pain points and expectations. I am responsible for the daily operations; including reporting metrics, resolution handling and client risk analysis, as well as, identify and contributing to product development opportunities. Show less

Victoria, Bc

Developed successful account investigation procedures for Security and Trust that assisted in the identification of suspicious and fraudulent accounts, having an immediate positive impact on preventing revenue loss.Implemented new seller policies that continuously improve the customer experience. Developed internal guideline and best practice documentation to assist Customer Support representatives in successfully handling policy violations, reducing escalations to specialty staff… Show more Developed successful account investigation procedures for Security and Trust that assisted in the identification of suspicious and fraudulent accounts, having an immediate positive impact on preventing revenue loss.Implemented new seller policies that continuously improve the customer experience. Developed internal guideline and best practice documentation to assist Customer Support representatives in successfully handling policy violations, reducing escalations to specialty staff. Built a strong relationship with representatives in both AbeBooks offices that resulted in better alignment of business objectives and improved customer service for our seller community.Promoted to team lead. Show less

Victoria, Bc

Responsible for the resolution of customer problems at first point of contact through effective decision making within established procedures and guidelines.Developed and implemented Customer Support departmental reporting outlining weekly team metrics, successes, and departmental trending.Co-developed best practices to assist Customer Support in the successful handling of customer contacts, streamlining resolution times and increasing team efficiencies.