Operations & Customer Success Specialist | 9 Years of Proven Grit | E-

• Managed 20 to 30 daily tickets across email and live chat via Zendesk, maintaining a 90% CSAT and consistent
SLA compliance.
• Responded to emails within 15 to 30 minutes and live chats within 15 seconds, with an average handle time of
12 minutes across both channels.
• Processed orders, initiated refunds, and tracked complex high value LTL freight shipments using Shopify.
• Coordinated directly with logistics teams to resolve transit delays, turning escalated shipping complaints into
positive customer outcomes.
• Managed customer profiles, tracked interaction history, and updated contact pipelines in HubSpot.
• Logged product defects and inventory discrepancies in Jira and tracked daily project timelines in Monday.com.

• Handled an average of 15 calls per day with a 10 minute average handle time, 90% CSAT, and 90% QA score,
consistently meeting first call resolution targets.
• Executed complex international travel bookings, schedule modifications, ticket exchanges, and refund
calculations using GDS Sabre.
• Educated clients on airline fare rules, hotel cancellation policies, and financial penalties to reduce billing
disputes.
• Managed comprehensive international travel itineraries and maintained strategic relationships with global clients,
hospitality vendors, and airlines.
• De-escalated a high friction involuntary flight change by contacting the airline directly, negotiating the closest
available alternative flight, and securing travel points for the affected passenger, resulting in full customer
satisfaction.

• Handled 20 to 25 calls per day, occasionally reaching 30, with a 10 minute average handle time, 90% CSAT, and
90% QA score.
• Assisted clients with flight schedule changes, payments, refunds, and new bookings using GDS Sabre.
• Communicated consultative travel itineraries, navigated complex vendor rules, and negotiated with travel
partners for optimized rates.
• Educated clients on airline fare rules, hotel cancellation policies, and financial penalties to proactively reduce
billing disputes.

• Managed 30 to 40 accounts per day across early to late stage delinquencies spanning 1 to 120 days past due,
maintaining an 85 to 90% recovery rate and 95% QA score.
• Achieved a 100% compliance score with a zero infraction record by strictly adhering to FDCPA guidelines and
internal Amex security standards across every interaction.
• Negotiated tailored repayment structures, settlements, and hardship programs through comprehensive financial
assessments, consistently meeting and exceeding monthly recovery targets.

• Handled 20 to 30 chats and 10 to 15 emails per day with an 8 minute average handle time, 95% CSAT, and 85%
QA score.
• Processed orders, refunds, and application troubleshooting for DoorDash users, drivers, and merchants via live
chat, email, and voice.
• Resolved high friction escalations including severely delayed deliveries, food quality and safety complaints, and
unprofessional driver behavior.
• De-escalated a complex situation involving a delayed order with stale food and an unprofessional driver by
issuing a full refund, a priority redelivery voucher, and filing an internal driver behavior report, successfully
retaining the customer.
• Handled driver and merchant account escalations involving payout disputes, compensation adjustments, and
delivery logistics complaints.

• Handled 25 to 35 tickets daily across email and live chat, maintaining a sub 20 minute email response time, 15
second live chat response, and 10 to 12 minute average handle time.
• Resolved over 90% of complex shipment tracking and damaged order issues on first contact without escalation.
• Managed end to end order processing, inventory tracking, and fulfillment updates using Shopify for the What on
Earth catalog.
• Handled unique customer requirements, processed mail in and phone orders, and resolved complex billing and
shipping escalations.

• Managed 30 accounts per day on weekdays and 15 to 20 calls on weekends across the full delinquency cycle
spanning 1 to 59 days past due before transferring internally to handle 60 to 120 day past due accounts.
• Implemented a retention procedure that reduced voluntary vehicle surrenders by 29% and drove a 16% increase
in average payment size through skip tracing and asset recovery coordination.
• Handled end to end residential mortgage collections and conducted borrower hardship evaluations for loss
mitigation eligibility following an internal transfer to the Mortgage line of business.
• Managed all accounts using Salesforce CRM throughout the full tenure.