Christopher C. Naslund

Enforcers are the awesome volunteer folks who make PAX a functional event. These are the guys and gals who:

• Wear blue shirts that read ENFORCER on the back
• Provide security
• Sell passes
• Setup/teardown displays
• Manage events
• Give directions
• Stuff swag bags
• Take official pics
• Hardly sleep
• Just plain rock

As a temporary employee during Pax the job involved working a checkout desk and dealing with hundreds of customer transactions daily.

• Managed the A-to-z Guarantee Program in North America and Europe, The A-to-z Program handles over
• Coordinated with localized European and India managers and investigators to provide 'follow the sun coverage', clarify worldwide customer policies, and develop a consistent worldwide training and QA program
• As the Manager of A-to-z, I promoted a culture of considering buyers, sellers and Amazon.com as equal customers within the claims process, this led to a reduction in seller contacts as well as increased trust as observed by the tone of sellers on the community discussion boards, increased visibility and focus on buyer fraud, and a change in the manner in which Amazon resolved seller claims
• Built rapport with internal and external customers through effective and precise communication
• Our team handled all Jeff Bezos escalations related to claims, initially I was the only point of contact
• During my tenure I trained 3 other individuals which allowed for additional coverage and quicker response times
• The BBB and Attorney General escalations are response time critical as well as outward facing contacts that represent the company, most responses were able to be handled by exposing policy to the authority, if the question was not within policy it then required follow up with other stakeholders through the company i.e
• Legal, Seller Team, Buyer Team and a compilation of the information gathered before sending a response
• Seller and Buyer executive escalations are contacts that come down from the management team with specific questions regarding an operating procedure or action on a specific case, these require a deep dive to determine root causes as well as a concise response including any action needed to prevent future issues
• I designed and led multiple program and operations presentations to management, customers and engineers
• A-to-z Claims Operations Plan
• Current and Future project presentations (Dispute Portal, Buyer Instant Credit, increased visibility of Contact Your Seller, Buyer filed claim workflow)
• 2010 CE Seller Conference - Presenter and Office hours
• 2010 Media Seller Conference - Presenter
• 2009 Book Seller Conference - Presenter and Office hours
• 2008 CE Seller Conference - Presenter
• Managed client relations
• Direct contact with top merchants in order to facilitate processing of high dollar claims
• Contact with various sellers to discuss claims policy and expectations in regards to their business model
• Increased staff productivity and technical ability through 1:1's, Individual training, Quality Assurance of work performed and targeted training for deficit areas
• Earned respect from directs by obtaining high performance levels through increased productivity while maintaining a pleasant working atmosphere
• Established priorities and expedited workflow in order to meet targeted SLA's
• Decreased misses to SLA by 36% YOY in my first year as Manager

• Investigated validity of claims and took appropriate action while balancing policy, customer experience and monetary loss
• Managed workflow
• Reached out to peers with escalated issues for timely resolution
• Worked with engineering to design and implement changes to workflow, tools, and contact paths
• In this position, I progressed from a level 2 investigator, to an acting lead and finally acting manager before being promoted to manager
• My productivity and quality goals were consistently exceeded, I provided additional support when requested, additionally, I presented plans for changes to process and policy that were more closely aligned with buyer and seller expectations

• Evaluated incoming customer orders for fraud risk
• Identified and documented fraud patterns, communicated new trends to team members and analytics to help ensure that we were proactively reducing fraud risk and minimizing bad debt
• Worked on a chargeback investigation project with analytics to identify reasons for veteran customer chargebacks
• Consistently exceeded performance and quality goals
• Promoted to level 2 investigator
• Monitored workflow and reported SLA variances to management
• This position required a strong attention to detail and the ability to quickly identify emergent fraud trends

• Operated towing and recovery vehicles
• Performed general mechanical work on the scene and in our shop
• Provided general office labor, when desk staff were not present and on weekends.
• Provided computer hardware and software support for the company
• Worked with customers to resolve any mechanical or service-related issues both on site or in office.
• Followed all relevant traffic laws and safety regulations.

• Provided support to buyers and sellers operating on Amazon.com's third party platform
• Provided sellers with support for technical and service related issues, explained policy and expectations
• Supported buyers with any pre or post purchase issues encountered on the platform
• Started in this position as a CSA 1 and exceeded goals within 6 weeks, I was promoted to CSA 2 within 8 weeks

• Operated towing and recovery vehicles as well as dump trucks.
• Cleaned and maintained vehicles and assessed vehicles for damage after each shift.
• Maintained a professional and friendly demeanor during one of the more stressful times for most people, in order to uphold the companys reputation.
• Performed general mechanical work on the scene and in our shop
• Provided general office labor, when desk staff were not present and on weekends.
• Worked with customers to resolve any mechanical or service-related issues both on-site or in the office.
• Followed all relevant traffic laws and safety regulations.