Summary
Overview
Work History
Education
Skills
Timeline
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Courtney Wills

Austin,Texas

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

8
8
years of professional experience

Work History

Counterfeit Specialist

Meta
01.2022 - Current
  • Communicate and collaborate with policy and product teams to drive continues process improvements for users
  • Developed and managed relationships with key clients and partners to drive growth.
  • Delivered New Hire training to enforce quality, expectations and workflow guidelines.

Executive Escalation Specialist

eBay
01.2021 - 01.2022
  • Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
  • Accurately use our systems to get to the right solutions and keep track of customer details
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
  • Identified and reported trends in customer complaints to improve products and prevent future complaints.
  • Trained customers on product usage for increased brand loyalty.
  • Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
  • Trained staff on operating procedures and company services.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.

On eBay Sales Fraud Specialist, On eBay Sales Quality Assurance, Pro – Fraud Specialist, Buyer and Seller Vetting Specialist

eBay
01.2018 - 01.2021
  • Review and perform appropriate actions on members accounts to mitigate potential risk to eBay and the community
  • Partner with eBay community to help navigate buying and selling issues while strengthening the trust of our marketplace
  • Work directly with leadership of all levels and departments to complete reviews on accounts with high visibility
  • Promote safe trading on the site by investigating accounts, reviewing filters, community reports, and escalations
  • Enforce policy by educating members on proper site usage, issuing official warnings or placing restrictions on non-compliant members.

Concierge Teammate

eBay
01.2017 - 01.2018
  • Researched and delivered consultation discussions to diagnose business health and customer pain points
  • Deliver timely and operative solutions for reducing customer pain and preventing business deterioration on our site
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Worked closely with customers, some VIP, or celebrity, with high degree of respect for privacy.
  • Trained staff in delivering top-quality services in alignment with mission statement.
  • Developed relationships with businesses to secure revenue.

Customer Solutions Agent/Risk Teammate

eBay
01.2016 - 01.2017
  • Support sellers on all fractional issues through email, chat, and phone
  • Support buyers on matters regarding site navigation, account setup and inquiries
  • Make independent and insightful decisions keeping customer and company needs in mind.

Education

Bachelor of Science – Computer Information Systems -

Texas A&M University – Central TX
Killeen, Texas

Skills

  • Quality Assurance
  • Customer Relations
  • Analytical Thinking
  • MS Office
  • Google Drive
  • Audit Reporting
  • Multitasking Abilities

Timeline

Counterfeit Specialist

Meta
01.2022 - Current

Executive Escalation Specialist

eBay
01.2021 - 01.2022

On eBay Sales Fraud Specialist, On eBay Sales Quality Assurance, Pro – Fraud Specialist, Buyer and Seller Vetting Specialist

eBay
01.2018 - 01.2021

Concierge Teammate

eBay
01.2017 - 01.2018

Customer Solutions Agent/Risk Teammate

eBay
01.2016 - 01.2017

Bachelor of Science – Computer Information Systems -

Texas A&M University – Central TX

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Courtney Wills