Elizabeth Green
San Tan Valley,AZ
Summary
Flexible Risk Advocate, works well independently and collaboratively with other departments and fellow team mates. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Overview
14
14
years of professional experience
Work History
Risk Tier 1 Advocate
Square Inc
03.2021 - Current
- 2 years 8 months of experience as a Risk Tier 1 advocate for Square
- A professional person who exhibits abilities such as accountability and discretion
- Expert in customer service, customer service management, customer service training
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- 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.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Guide Merchants through the process of a dispute from customers
- Escalated cases to the proper departments for review
- De-escalated angry Merchants to assist them in resolving the issue as quickly as possible
- Assisted fellow advocates in learning how to de-escalate angry or aggressive sellers in order to best assist them
- Sidekicked for new classes being trained to the department
- Assisted fellow advocates via chat with questions or struggles
- Been shadowed and shadowed struggling team mates to help guide them towards a less stressful experience for them on the phones
- Keep records of client interactions, including enquiries, complaints, and responses
- Troubleshoot issues with hardware for credit card processing
- Troubleshoot app/website issues to resolve customer inquiries and ensure a smooth user experience
- Assisted merchants with submitting documents and information to review continued use of Square products and services
- Assisted Merchants in securing their account if any concerns for security became known
- Assisted Deactivated merchants in obtaining their funds
- Guiding Merchants through the many features of Square and its apps and website abilities
- Spent four months on a Career Experience with Squares Account Take Over (ATO) team, working directly with Merchant to secure accounts
- Currently working as an apprentice lead for Risk Tier 1 to hone coaching and communications skills as well as a deeper knowledge of the department as a whole
- Delivered friendly service and offered expert support in every interaction.
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
Emergency Roadside Dispatcher
Hyundai Blue Link
09.2018 - 03.2021
- Answer routine inquiries, and refer calls not requiring dispatches to appropriate departments and agencies
- Read and effectively interpret small-scale maps and information from a computer screen to determine locations and provide directions and dispatch police and ambulance to location when caller non-responsive
- Determine response requirements and relative priorities of situations, and dispatch units in accordance with established procedures
- Relayed information and messages to and from emergency sites, to law enforcement agencies, and to all other individuals or groups requiring notification
- Record details of calls, dispatches, and messages
- Question callers to determine their locations, and the nature of their problems to determine the type of response needed
- Remained with the caller on the line to reassure and calm them that help was on the way.
Food Service Manager
DJ's Bagel Cafe
10.2009 - 08.2018
- Checked equipment to ensure that it meets health and safety regulations and perform maintenance or cleaning, as necessary
- Resolve customer food service complaints
- Prepare and serve meals
- Estimate ingredients and supplies required to prepare a recipe
- Supervise and participate in kitchen and dining area cleaning activities
- Train workers in food preparation, and in service, sanitation, and safety procedures.
Education
High School Diploma -
Orem High School
05.2007
Skills
- Discretion
- Professional Attitude
- Accountable
- Independence
- Committed
- Customer Service Training
- Customer Service Management
- Customer Service
- Document Review
- Resource Management
- Risk Mitigation
- Knowledgable in Looker and Ultipro as well as Goolge Forms, Sheets et
Languages
English
Timeline
Risk Tier 1 Advocate
Square Inc
03.2021 - Current
Emergency Roadside Dispatcher
Hyundai Blue Link
09.2018 - 03.2021
Food Service Manager
DJ's Bagel Cafe
10.2009 - 08.2018
High School Diploma -
Orem High School
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