Angelica G. Murray
Birmingham
Summary
Seasoned Trust and Safety Advisor with a proven track record at Shipt, adept in critical thinking and leveraging CRM software like Salesforce to enhance customer support outcomes. Excelled in improving response times by employing advanced sales techniques and attention to detail, significantly enhancing customer satisfaction and safety protocols.
Overview
9
9
years of professional experience
Work History
Trust and Safety Advisor
Shipt
01.2020 - 05.2024
- Investigate complex issues
- Use better judgment when policy is not clear
- Develop appropriate metrics, tools and methods to ensure adherence to internal standards
- Investigate and respond to customer inquiries about suspicious transactions, chargebacks, and order exceptions
- Monitor real-time customer transactions to identify fraudulent activity
- Reviewed and analyzed customer accounts for fraud risk and suspicious activities
- Identified trends in fraudulent activities by analyzing data from multiple sources.
Social Media Moderator
Amazon Prime
08.2017 - 01.2020
- Assist customers via Facebook and Twitter with inquiries regarding billing and technical issues.
- Provided excellent customer service, resolving inquiries and complaints in a timely manner.
- Analyzed data from customer feedback surveys to develop strategies for improved service delivery.
- Investigated complex customer inquiries utilizing multiple resources for resolution.
- Monitored customer accounts to ensure compliance with company policies and procedures.
- Reviewed, classified or eliminated highly sensitive content uploaded by users to meet defined social media parameters.
Customer Service Representative
Uber Eats
03.2015 - 08.2017
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Processed orders in an accurate and efficient manner.
- Met daily customer service quotas with a focus on quality.
Education
BACHELOR OF ARTS (B.A.) IN BUSINESS ADMINISTRATION -
Miles College
Birmingham, AL01.2011
HIGH SCHOOL DIPLOMA -
Vincent High School
Vincent, AL01.2006
Skills
- Sales Techniques
- Attention to Detail
- Reliability
- Critical Thinking
- Time Management
- Reservation Software
- Active Listening
- CRM Software Usage
- ZenDesk
- Salesforce
Timeline
Trust and Safety Advisor
Shipt
01.2020 - 05.2024
Social Media Moderator
Amazon Prime
08.2017 - 01.2020
Customer Service Representative
Uber Eats
03.2015 - 08.2017
BACHELOR OF ARTS (B.A.) IN BUSINESS ADMINISTRATION -
Miles College
HIGH SCHOOL DIPLOMA -
Vincent High School