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Work Background
PayPalEnterprise Customer Success Manager
Jan. 2023Omaha, Nebraska, United States · Remote• Serve as trusted advisor to a portfolio of merchant accounts that process several billion dollars in total payments per-year and field all questions related to PayPal products & services
• Liaise with merchants to expand or include products and feature sets that are most applicable to their business model and industry as well as other elements of relationship management via regular Quarterly Business Reviews and Account Planning Sessions
• Report on portfolio performance, monitor and track KPIs and adjust strategic direction where needed, including implementation of new initiatives and pricing strategies
• Partner with other internal departments ranging from sales to technical to address wide range of issues and to provide value for merchants on their needs
PayPalMid-Market Customer Success Manager
Apr. 2018 - Dec. 2022Greater Omaha Area · Remote• Serve as primary point of contact to a broad portfolio of merchant accounts that processes several hundred million dollars in total payments per year and field all questions related to PayPal account transactions and products
• Identified opportunities for improvements with merchants regarding their business, growth strategies and recommendations as to how PayPal may assist in meeting overall profitability goals via regular Quarterly Business Reviews and Account Planning sessions
• Partner with other internal departments ranging from sales to technical to address wide range of issues and to provide value for merchants.
• Analyzing and interpreting sales data to identify unexpected patterns and trends
• Mentor new hires on best practices to set them up for success within their first 90 days
PayPalComplaints Analyst Intern
Jun. 2017 - Aug. 2017Omaha, NebraskaResponsible for loading complaints contacts into task delivery system and ensured all monthly service targets were met by specialist team. Analyzed root cause data in customer complaint scorecards. Recommended improvements in the customer service experience via phone, email and social media.
PayPalBusiness Analysis: Self Assessment & Effectiveness Specialist
Mar. 2016 - Apr. 2018Greater Omaha AreaAssisted in creation of PayPal's Consumer Complaints Program to respond to regulatory agencies such as State Attorney General inquiries, Consumer Financial Protection Bureau (CFPB) and Federal Trade Commission (FTC) Privacy laws. Perform quality checks on agents via call, email and social media monitoring on PayPal, PayPal Credit, Venmo, & Xoom tasks. Worked on as well as managed special projects as needed.
PayPalBusiness Analysis: Process Improvement Specialist
Nov. 2007 - Mar. 2016Identified organizational needs and implemented solutions to close process gaps. Created and maintained policy and procedural documentation for the Chargebacks and Internal Claims departments. Communicated changes across several operational centers internationally in North America, Europe and Asia. Completed teammate quality assurance reviews on all agent tasks. Worked on additional ad hoc special projects.
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