Demetra Barr

Tier 2 Agent:

• Handled over 20,000 outstanding tickets across Seller, Buyer, and Creator queues to prepare for TikTok Shop launch.
• Achieved a 98-100% quality compliance score, and boosted the customer satisfaction rate by 46%.
• Investigated and resolved seller registration, shipping, and payout issues.
• Assisted with campaign and ad inquiries, and addressed account suspensions and shop violations.
• Resolved creator account violations, suspensions, and commission payout issues.
• Processed refunds and customer rewards while managing order-related concerns.

SWAT High Risk Escalations Team:

• De-escalated high-risk issues for sellers, buyers, and creators to mitigate potential lawsuits and negative PR.
• Handled 40+ escalated cases daily in a high-volume environment, with 200+ new cases.
• Independently managed four lines of business for three months, collaborating with cross-functional teams, and legal to develop efficient resolution processes.
• Designed and implemented Standard Operating Procedures (SOPs) and new workflows for the SWAT Team, streamlining issue resolution.
• Trained and onboarded four employees, building a sustainable team that resolved backlogs and reduced ticket queues.
• Partnered with global sellers to resolve complex, high-risk issues, while ensuring compliance with company standards.

Social Media Management & Moderator:

• Managed escalations for TikTok Shop creators and sellers on Discord, Facebook, and Reddit, supporting special programs and high-risk cases.
• Developed processes for managing a Discord server with over 5,000 users across four programs, increasing engagement by 80%.
• I moderated multiple Discord servers and ensured adherence to community guidelines.
• Handled over 100 daily cases, resolving more than 1,000 account violations and suspensions.
• Served as the primary liaison between cross-functional teams and stakeholders, ensuring seamless communication and issue resolution.
• Provided campaign updates, policy communications, and rewards distribution support.

• Partnered with hiring managers to understand requirements and coordinated interviews.
• Utilized social media and recruitment tools to source qualified candidates.
• Facilitated job fairs and college recruitment events to attract top talent.
• Reviewed applications and referred qualified candidates, providing hiring recommendations.

• Identified top talent and managed candidates throughout the hiring process.
• Leveraged applicant tracking systems to streamline sourcing and hiring decisions.
• Conducted interviews, evaluated qualifications, and facilitated new hire onboarding.
• Seated five drivers a week on average for training.

• Prepared Covid samples for testing, processing and recording 30,000+ lab specimens.
• Trained colleagues on Next Generation Specimen and invalid sample processes.
• Maintained strict aseptic protocols to minimize infection risks.

Trust and Safety Agent (January 2020 – November 2020)

• Mitigated escalations to prevent lawsuits and negative PR.
• Identified phishing attempts and terminated malicious accounts.
• Addressed abusive behaviors among merchants, contractors, and clients.

Live Order Support Agent (PLOS) (February 2019 – January 2020)

• Monitored orders to ensure timely deliveries, and assisted with order inquiries.
• Managed reimbursements for merchants, and reassigned unclaimed orders.

Fleet Support Agent (July 2018 – February 2019)

• Assisted drivers with locating merchants or customers, and resolved promotion payout issues.
• Reviewed accounts and conducted background checks for eligibility.

• Provided remote assistance for technical issues on computers, tablets, and devices.
• Collaborated with software development teams to address bugs and errors.
• Mentored junior team members to enhance performance and reduce ticket resolution times.