Blair Scott

• Works as a subject matter expert on the ODS storefront application to support multiple storefront projects with major clients.
• Assists with creation of support material, including maintaining user guides, FAQs, and recording instructional videos.
• Conducts online training of internal and external teams, as well as end users, on the storefront application.
• Assists with support to client and end users, and responds to storefront questions.
• Assists with conducting system, integration, and regression testing for software components.
• Participates in analysis and resolution of system malfunctions or issues, and responding to clients.
• Executes test requirements and processes for all applications, ensuring QA policies and standards are met.
• Collaborates with colleagues, including IT, Sales, Operations, Finance, and others, to drive improved results in quality, volume, service, and profitability.

- Investigates incoming issues from internal stakeholders and communicate status and resolutions.

-Documents root causes and establishes a knowledge base for frequent questions.

- Creates, manages, and prioritizes Jira issues with engineering team and other stakeholders

-Utilizes our applications and tools to do the initial investigation of issues and determine severity

Creates KPIs(i.e. bug trends, open-close rate, etc.) and report out to teams on a regular basis

- Reviews and releases held orders for fraud/security risks.

-Works closely with the Authentication Team to vet sellers' and their inventory.

- Handles customer communication in Trust Team Inboxes.

-Assists users is completing order verifications.

-Assists with vetting sellers for the Tradesy For Business program.

- Handles resolving payment disputes/chargebacks opened by users.

- Handles customer communication for the Returns dept. inbox.

- Processes return appeals.

- Assists customers is verifying special case orders.

- Assists customers with reaching out to our payment processor regarding missing transfers and refunds.

- Assists users in navigating site.
- Assists users in placing/canceling out transactions.
- Provides general information.

-Assisted with creating internal package claim process.

- USPS liaison for company.

- Opens package claims, processes appeals with Post Office.

- Helped customers with selecting styles.
 - Answered any questions/inquiries about the TOMS movement.
 - Worked at the register.
 - Helped manage store (cleaning, organizing stockrooms, answers phone)

- Helped customers with selecting styles.
- Answered any questions/inquiries about the TOMS movement.
- Worked at the register.
- Helped manage store (cleaning, organizing stockrooms, answers phone).