Hunter Dreffs
Royal Oak,MI
Summary
Dynamic individual with hands-on experience in project management, customer deescalation, team leadership, and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Pursuing roles that present professional challenges and leverage interpersonal skills, effective time management, and problem-solving expertise.
Overview
7
7
years of professional experience
Work History
Project Coordinator
StockX
06.2025 - Current
- Organized and led launches of new lines of business through policy creation, process implementation, and GTM planning.
- Provided weekly readouts to key project stakeholders and C-Suite members on project statuses to maintain clear lines of communication throughout the organization.
- Managed competing demands and adapted to frequent change, delays and unexpected events.
- Worked with AI vendors to reduce company contacts and create seamless self service lanes for customers.
- Coordinated cross-functional teams to streamline project workflows and enhance communication efficiency.
- Assisted in developing training materials and organized workshops aimed at enhancing skill sets among staff members working under various capacities on different projects within the organization.
- Orchestrated onboarding of new team members, ensuring seamless integration into project workflows and culture.
Incident Analyst
StockX
03.2021 - 06.2025
- Managed and tracked outward cash flow for the Customer Service department through assigned daily requests.
- Offered thorough case analysis and resolution proposals for legal counsel on escalated customer inquiries.
- Hosted quarterly readouts based on legal recommendations with a focus on prioritizing business needs and necessary areas of improvement.
- Completed weekly reports for the Finance department and Account Management.
- Worked as a liaison between Customer Service and Engineering by analyzing, troubleshooting, and filtering support tickets.
- Host workshops with Customer Service Leadership Teams to improve case handling.
- Served as a point-of-contact for customers during major outages or service disruptions. Developed incident reports with detailed information on events that occurred.
Fraud Team Captain
StockX
10.2020 - 03.2021
- Created weekly performance based coaching reviews for each Agent on the team.
- Built relationships internally with the Market Integrity team, and externally with fraud detection vendors.
- Built SOPs to aid Customer Service in handling inquiries involving PII.
- Completed weekly Stella review audits.
- Assisted in training new hire classes.
- Collaborated with Claims and Transportation department to resolve a large backlog of inquiries.
- Implemented new policies within Customer Service for handling claims inquiries.
Escalations Specialist
StockX
09.2019 - 10.2020
- Provided exceptional service to customers who have been escalated from front line agents
- Deescalated tense situations to remedy customer inquiries
- Handled cases sent to any Executives and C-Suite members
- Met hourly and daily case handling quotas and Stella review score expectations
- Achieved highest monthly customer review score on multiple occasions.
- Assisted in training newly onboarded BPO leadership.
Skills
- Problem solving
- Project coordination
- Detail oriented
- Critical thinking
- Flexible and adaptable
- Workload management
- Team leadership
- Risk analysis and management
- Negotiations
- Compliance enforcement
Timeline
Project Coordinator
StockX
06.2025 - Current
Incident Analyst
StockX
03.2021 - 06.2025
Fraud Team Captain
StockX
10.2020 - 03.2021
Escalations Specialist
StockX
09.2019 - 10.2020