Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Career Experience
Personal Information
Timeline
Hi, I’m

Cortney D. Ketchum

Fort Worth,Texas
Cortney D. Ketchum

Summary

I’m the founder of The Review Mediator, the first Online Dispute Resolution platform built exclusively to resolve negative online review disputes. As a strategic problem solver and accomplished conflict resolution leader, I bring deep expertise in Online Dispute Systems, operational strategy, and stakeholder management. I'm known for designing scalable, policy-driven solutions that resolve digital conflicts and elevate business performance across complex organizational models. As a pioneering force in Online Dispute Resolution, I’ve led the charge in building a platform that delivers trusted outcomes managing high-volume review disputes, aligning with platform policies, and protecting brand integrity at scale.

I show businesses that negative reviews don’t have to be the final word. With the right strategy, they can be challenged, removed or resolved.

Overview

12
years of professional experience

Work History

The Review Mediator
Fort Worth, TX

Owner
01.2023 - Current

Job overview

  • Founded the first Online Dispute Resolution (ODR) platform for online review-related disputes.
  • Developed structured mediation and outreach systems to resolve high-emotion conflicts between businesses and consumers.
  • Built trusted partnerships with business owners, legal teams, and online platforms to advocate for fair and policy-aligned dispute outcomes.
  • Trained in identifying conflict triggers and resolving disputes through outreach, negotiation, and restoration of trust.

BRINK'S
Coppell, TX

Sr. Global Digital Analytics/Content and Product Manager
01.2019 - Current

Job overview

  • Lead global analytics with keen focus on organizational objectives and developing analytics from conception, while adapting to changes.
  • Steered customer and user journey understandings by delivering monthly and quarterly campaign reports and performance insights to global digital team.
  • Monitored and analyzed performance, productivity, and trends by developing quantitative and qualitative analyses and ad-hoc reports.
  • Enhanced and augmented functionality, user experience, and site speed in liaison with web development teams.
  • Leveraged exceptional knowledge and skills in tools, such as Google Analytics, Glassbox Digital, Woopra, Qlik Sense, Salesforce, and Amplitude, as well as engaged in cross-functional environment for web, mobile, and app analytics.

WALMART GLOBAL ECOMMERCE
Fort Worth, TX

Operations Manager
01.2014 - 01.2018

Job overview

  • Mediated complex disputes between marketplace sellers and consumers, using data-driven insights to identify conflict patterns and enforce resolution standards.
  • Spearheaded the conflict and dispute resolution department, managing escalations for eCommerce issues across the U.S.
  • Led internal mediation programs across in-house and outsourced service teams.
  • Introduced Net Promoter Score (NPS) and voice-of-customer initiatives to address and reduce recurring conflict themes.
  • Implemented agile resolution strategies to accelerate dispute turnaround times.
  • Coached and mentored cross-functional teams on mediation principles and customer-first resolution models.

SPRINT

Social Media Coordinator
01.2018 - 01.2019

Job overview

Apple Incorporated
Addison, TX

Supervisor

Job overview

Education

Purdue University

PGP Digital Marketing Certification

University Overview

Purdue University

PGP Digital Transformation Certification

University Overview

Skills

  • Conflict Management
  • Mediation
  • Dispute Resolution
  • Agile Methodologies & Practices
  • Confidentiality
  • Strategic Planning
  • Policy Enforcement
  • Budgeting and Cost Control
  • Team Leadership
  • Conflict Prevention
  • Digital Mediation
  • Word
  • Excel
  • PowerPoint

Affiliations

Affiliations
  • Success in Life Ministries
  • Bonding Hearts

Career Experience

Career Experience
  • Sr. Global Digital Analytics/Content and Product Manager, BRINK'S, Coppell, Texas, 2019-01-01, Present, Lead global analytics with focus on organizational objectives., Delivered monthly and quarterly campaign reports and performance insights., Monitored and analyzed performance, productivity, and trends., Enhanced user experience and site speed in liaison with web development teams., Leveraged tools such as Google Analytics, Glassbox Digital, Woopra, Qlik Sense, Salesforce, and Amplitude.
  • Owner, The Review Mediator, Fort Worth, Texas, 2023-01-01, Present, Founded the first Online Dispute Resolution (ODR) platform for online review-related disputes., Developed structured mediation and outreach systems., Built partnerships with business owners, legal teams, and online platforms., Trained in identifying conflict triggers and resolving disputes.
  • Operations Manager, WALMART GLOBAL ECOMMERCE, Fort Worth, Texas, 2014-01-01, 2018-12-31, Mediated complex disputes between marketplace sellers and consumers., Spearheaded the conflict and dispute resolution department., Led internal mediation programs., Introduced Net Promoter Score (NPS) and voice-of-customer initiatives., Implemented agile resolution strategies.
  • Office Manager / Computer Operator, Logistic Optimization, Waco, Texas
  • Supervisor, Apple Incorporated, Addison, Texas
  • Social Media Coordinator, SPRINT, Remote, 2018-01-01, 2019-12-31, Specialized in formulating social media strategies., Implemented best strategies for social media., Analyzed and highlighted potential improvements and trends., Supervised social media day-to-day activities.

Personal Information

Personal Information
Title: Online Dispute Resolution Specialist

Timeline

Owner
The Review Mediator
01.2023 - Current
Sr. Global Digital Analytics/Content and Product Manager
BRINK'S
01.2019 - Current
Social Media Coordinator
SPRINT
01.2018 - 01.2019
Operations Manager
WALMART GLOBAL ECOMMERCE
01.2014 - 01.2018
Purdue University
PGP Digital Marketing Certification
Purdue University
PGP Digital Transformation Certification
Supervisor
Apple Incorporated