Aubree Farmer
NORMAN,OK
Summary
Accomplished Regulation Expert from Bayside Support Services LLC, demonstrating rapid advancement due to exceptional leadership and problem-solving skills. Initiated crucial SOPs and played a pivotal role in human trafficking reports, showcasing a blend of risk assessment and mentoring abilities. Excelled in fast-paced remote environments, ensuring user safety and operational excellence.
Overview
5
5
years of professional experience
Work History
Regulation Expert
Bayside Support Services LLC
07.2022 - Current
- Communicated with legal team with over 15 new escalated customer cases and 20-30 updates from the legal team per day, exceeding the company expectation of 7 new cases per day.
- Investigated and took appropriate action on over 50 accounts per day, including refunding, payouts, providing permanent ban notifications and ID verification.
- Conducted daily team meetings, providing reminders and implementing various SOP's and processes.
- Ensured age verification of all users, reporting appropriate matters to NCMEC and other law enforcement agencies.
- Provided live reviews of accounts, ensuring the safety and well-being of users. Conducted wellness checks for users showing distress.
- Played a key role in reporting Human Trafficking to the legal team and law enforcement agencies.
- Initiated multiple SOP's and developed training and knowledge base documents of existing polices and procedures.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Customer Service Supervisor
Bayside Support Services LLC
04.2021 - 07.2022
- Providing leadership and guidance to a team of 20 agents, conducting training sessions on Microsoft Excel and Zendesk to enhance proficiency and drive operational excellence.
- Conducted daily team meetings, providing reminders and implementing various SOP's and processes.
- Managed various tasks, including being selected for a small team of individuals to launch a new platform within the company.
- Worked with other departments to ensure age verification and reporting appropriate matters to the legal team.
- Proficient in ID review and validation for over 40 countries.
Customer Service Representative
Bayside Support Services LLC
04.2020 - 04.2021
- Demonstrated exceptional performance, swiftly advancing from an entry-level position to a leadership role within just 6 months, showcasing dedication, initiative, and leadership potential.
- Effectively managed and resolved complex and escalated customer issues, demonstrating strong problem-solving abilities and a commitment to ensuring customer satisfaction. Collaborated with legal teams as necessary to gather information and escalate sensitive matters appropriately.
- Conducted Peer-to-peer training sessions
Education
BBA - Business Administration And Management
Western Governors University
Salt Lake City, UT03.2026
Certificate - Cyber Secuirty And Networking
Mid-America Technology Center
Wayne, OK06.2015
Skills
- Leadership and Mentoring
- Risk Assessment
- Self Motivating
- Problem-Solving
- Computer Skills
- Organizational Skills
- Organization and Time Management
- Problem Resolution
Timeline
Regulation Expert
Bayside Support Services LLC
07.2022 - Current
Customer Service Supervisor
Bayside Support Services LLC
04.2021 - 07.2022
Customer Service Representative
Bayside Support Services LLC
04.2020 - 04.2021
BBA - Business Administration And Management
Western Governors University
Certificate - Cyber Secuirty And Networking
Mid-America Technology Center
Similar Profiles
Jasmine ChastangJasmine Chastang
Risk Operations Manager at Bayside Support ServicesRisk Operations Manager at Bayside Support Services
Briana MoraBriana Mora
Risk and Regulatory Management Supervisor at Bayside Support ServicesRisk and Regulatory Management Supervisor at Bayside Support Services
Orgest ShaholliOrgest Shaholli
QA Manager at Bayside Support ServicesQA Manager at Bayside Support Services