Skills
Office and Administration > Quality Assurance
2-5 Years
Process improvement
5-10 Years
Data Analysis
2-5 Years
Customer service> Retail Banking > Financial Services
10+ Years
Workforce Management
2-5 Years
Schedule Management
2-5 Years
- Customer Service
10+ Years
Escalation Management
2-5 Years
Cross-functional coordination
5-10 Years
Experience highlights
Global Workforce Analyst – Real Time Management
PayPal
·
March/2024
–
Present
Administered real-time workforce management across global regions. Monitored workforce performance metrics, coordinated schedule adjustments, and resolved operational challenges. Recovered 5-10% SLA variance during demand spikes.
Lead Representative, Escalations
PayPal
·
February/2022
–
Present
Managed supervisory-level escalations involving payment, purchase, and account concerns. Conducted case reviews, participated in QA and training, and provided policy coaching. Supported new-hire classes through production readiness.
Purchase Support Specialist
PayPal
·
July/2021
–
Present
Provided specialized support for complex payment and purchase concerns through transaction investigations. Collaborated with fraud, risk, and operations teams. Maintained detailed case documentation.
General Support Specialist
PayPal
·
June/2020
–
Present
Delivered frontline customer support for US operations, resolving payment, transaction, and account concerns. Identified and escalated complex cases. Applied company policies consistently.
Senior Operations Representative
Capital One
·
November/2016
–
Present
Investigated complex customer servicing, payment, billing, and account cases. Served as SME in Core Servicing group providing guidance on non-routine cases. Maintained accuracy with sensitive financial information.
