Hannah Clemente
Columbia,TN
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Fraud & Identity Specialist
Instacart
05.2023 - Current
- Revitalized training modules and materials, facilitating a seamless onboarding process for new hires, enhancing productivity and efficiency
- Vigilantly monitored account activity, leveraging data analysis to identify trends and potential customer fraud, mitigating risks, and protecting against financial losses
- Crafted real-time review queries to assess platform deactivations, streamlining account reactivation processes, and enhancing platform security.
Trust & Safety Supervisor
Lyft Office
03.2021 - 11.2022
- Collaborated cross-functionally with Fraud, Customer Service, and PR teams to drive growth and enhance customer experience
- Influenced agency leaders to achieve growth in performance
- Devised workflows that optimized efficiency, resulting in streamlined operations and improved productivity in daily tasks
- Reviewed and guided team members to process urgent requests and escalations efficiently, optimizing workflows for 30% faster request processing.
Trust & Safety Sr. Specialist
Lyft Office
01.2020 - 03.2021
- Established and fostered customer trust by collecting, completing, and returning documentation promptly, resulting in 100% compliance
- Conducted data-driven investigations and ensured adherence to safety standards, resulting in mitigation of potential threats and adversarial behavior
- Mitigated complex user issues involving fraud, privacy, and safety with discretion and compliance, resulting in a 100% resolution rate
- Provided leadership on policy development and managed communications for escalated policy issues, resulting in streamlined workflows and improved outcomes
- Facilitated law enforcement requests (LER), legal inquiries, and internal escalations while ensuring departmental compliance.
Beauty Specialist
Target
03.2018 - 01.2020
- Increased repeat business by providing superior customer service
- Consistently achieved daily sales goals exceeding $1,000, driving revenue growth
- Ensured immaculate presentation of displays and counters, boosting customer satisfaction ratings.
Call Center Representative
Asurion Corporate Headquarters
05.2017 - 03.2018
- Evaluated insurance policies to determine coverage for specific losses
- Increased customer satisfaction by 80% by quickly and accurately resolving problems
- Accurately documented customer interactions to facilitate effective communication among representatives
- Customers were educated in billing, payment processing, and customer service policies and procedures.
Education
BACHELOR OF SCIENCE - DIGITAL COMMUNICATIONS & MULTIMEDIA
MIDDLE TENNESSEE STATE UNIVERSITY
Murfreesboro, TN01.2023
Skills
- Google Suite
- Analytical Thinking
- Technical Communication
- Microsoft Suite
- Law Enforcement Operations
- Content Review
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Root Cause Analysis
- Data Analysis
Certification
- Build Wireframes and Low-Fidelity Prototypes, COUSERA, 03/01/23, 8D47US365Y3J
- Start the UX Design Process: Empathize, Define, and Ideate, COUSERA, 02/01/23, XYFGZ72N5DTC
- Foundations of User Experience (UX) Design, COUSERA, 11/01/22, CAK433MQCDD6
- Certified Sexual Assault Advocate, National Organization for Victim Assistance NOVA, 03/01/21
Timeline
Fraud & Identity Specialist
Instacart
05.2023 - Current
Trust & Safety Supervisor
Lyft Office
03.2021 - 11.2022
Trust & Safety Sr. Specialist
Lyft Office
01.2020 - 03.2021
Beauty Specialist
Target
03.2018 - 01.2020
Call Center Representative
Asurion Corporate Headquarters
05.2017 - 03.2018
BACHELOR OF SCIENCE - DIGITAL COMMUNICATIONS & MULTIMEDIA
MIDDLE TENNESSEE STATE UNIVERSITY
- Build Wireframes and Low-Fidelity Prototypes, COUSERA, 03/01/23, 8D47US365Y3J
- Start the UX Design Process: Empathize, Define, and Ideate, COUSERA, 02/01/23, XYFGZ72N5DTC
- Foundations of User Experience (UX) Design, COUSERA, 11/01/22, CAK433MQCDD6
- Certified Sexual Assault Advocate, National Organization for Victim Assistance NOVA, 03/01/21
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