Summary
Overview
Work History
Education
Skills
Education and Training
Certification
Timeline
Generic

Ameer Espy

Los Angeles,CA

Summary

Dynamic Customer Care Specialist with a proven track record at ChromaDex, excelling in conflict resolution and quality assurance. Expert in fraud investigation and customer experience, I effectively enhanced operational processes and delivered impactful feedback, driving team success and ensuring customer satisfaction. Passionate about leveraging skills to foster positive outcomes.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Care Specialist

ChromaDex
Los Angeles, CA
04.2021 - Current
  • Provided recommendations to project management, engineering, and product teams for process. optimization
  • Quality Assurance Program Development: Played a key role in operationalizing and scaling the quality assurance program for Customer Service.
  • Delivered constructive feedback to managers, team leads, and agents based on quality data and thorough analysis.
  • Scam and Fraud Investigation: Demonstrated expertise in understanding and providing feedback on workflows related to scams and fraud investigations.
  • Customer Query Resolution: Successfully resolved both normal and escalated customer inquiries through effective communication via phone and email.

Trust And Safety Specialist

Snapchat
Santa Monica, CA
01.2019 - 05.2020
  • Content Compliance Specialist: Conducted thorough reviews of user-generated content to ensure adherence to Snapchat community guidelines. Generated safety and abuse incident reports, facilitating appropriate actions against users violating community guidelines.
  • Customer Service Investigator: Initiated investigations and effectively resolved user issues through prompt responses to customer service inquiries.
  • Trend Analysis and Reporting: Analyzed trends and provided concise reports to the department director, contributing to the efficiency of the Trust & Safety team.
  • Zendesk Utilization: Leveraged Zendesk for issuing user warnings and implementing corrective measures, including the deletion of offensive content, temporary account deactivation, and account suspension.
  • Legal Compliance and Reporting: Prepared comprehensive reports and compiled evidence of illegal activities, submitting findings to law enforcement for appropriate action.

Executive Assistant

HBO
Santa Monica, CA
08.2015 - 05.2018
  • Executive Support and Logistics: Orchestrated meetings and managed event logistics for senior management, ensuring seamless coordination.
  • Financial and Administrative Operations: Utilized QuickBooks to generate invoices, reports, and proposals, contributing to efficient financial processes.
  • Calendar Management and Client Coordination: Maintained and updated the master calendar for client appointments, enhancing scheduling accuracy.
  • Research and Documentation: Conducted comprehensive research, and prepared documentation and reports for the executive team.
  • Wrote and distributed executive meeting agendas and minutes to department heads and executive team members.

Education

High School Diploma -

Paramount High School
Paramount, CA
06-2002

Some College (No Degree) -

Los Angeles Harbor College
Wilmington, CA

Skills

  • Conflict Resolution
  • Customer Experience
  • Project Management
  • Documentation And Reporting
  • Customer Relations
  • Database Research
  • Quality Assurance
  • Customer service excellence
  • Data Entry
  • Quality assurance
  • Zendesk utilization
  • Fraud investigation
  • Conflict resolution
  • Team collaboration

Education and Training

Google Cybersecurity Course

Certification

  • Foundations of Cybersecurity - Google
  • Play it Safe (Manage Security Risks - Google
  • Connect and Protect: Networks and Network Security - Google
  • Tools of the Trade: Linux and SQL - Google
  • Assets, Threats, and Vulnerabilities - Google
  • Sound the Alarm: Detection and Response - Google
  • Automate Cybersecurity Tasks with Python - Goolgle

Timeline

Customer Care Specialist

ChromaDex
04.2021 - Current

Trust And Safety Specialist

Snapchat
01.2019 - 05.2020

Executive Assistant

HBO
08.2015 - 05.2018

High School Diploma -

Paramount High School

Some College (No Degree) -

Los Angeles Harbor College

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