Izzy Bonds
Stockbridge,GA
Summary
Motivated and personable servant-leader with a talent for establishing strong connections and nurturing relationships. Skilled in bridging the gap between technical concepts and customer expectations while upholding company policies. Expertise in improving processes and documentation, driven by a passion for technical problem-solving and training. Committed to maintaining a curious mind, fostering a collaborative environment, and inspiring others to develop their technical knowledge.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Seller Fraud Analyst
StubHub
08.2024 - 01.2025
- Investigate fraudulent accounts and transactions to prevent access to payment and user information by accessing multiple private databases such as Pipl and ArkOwl to cross-reference information.
- Weekly reviewed 300+ accounts to ensure the ongoing security of user data; working across departments to verify transactions on the platform.
- Weekly refine Salesforce knowledge base articles and ran daily SQL scripts to identify potential fraud waves.
- Proactively resolved seller complaints, turning potential negative experiences into positive outcomes for both the client and company.
Customer Sales Representative
Uhaul Moving And Storage
Phoenix, AZ
05.2024 - 08.2024
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Described product highlights and benefits to help guide purchasing decisions.
Customer Support Specialist
Headway
02.2023 - 12.2023
- Verified insurance coverage and benefits for mental health providers and clients to ensure accurate billing and the lowest out-of-pocket costs
- Analyzed patient insurance plans and communicated coverage details, deductibles, copays, and provider network status
- Provided exceptional customer service over email, addressing inquiries with empathy and employing problem solving skills via Zendesk macros
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Proactively identified potential issues within client plans, taking action to prevent escalations or disruptions in mental health service delivery.
- Interacted with team members across departments to research and resolve customer issues.
- Expanded product knowledge by participating in ongoing training sessions and staying informed of industry updates, increasing my productivity by 7% each month.
Sr. Customer Service Specialist
Paradigm
03.2022 - 04.2023
- Encourage user self sufficiency by providing knowledge base articles and online resources to resolve customer specific issues
- Foster a positive customer experience while maintaining company guidelines and procedures
Customer Support Advocate
ServiceTitan
04.2018 - 05.2020
- Resolving an average of 100 cases per week via chat, phone and email in Salesforce Lightning
- Spearheaded internal Jira training resulting in a 75% increase in proper workflow between our engineering and support teams
- Onboarded customers onsite, hosting software trainings and live demos to highlight features that aid in their business' success
Education
Bachelor of Science - Software Application Development And Human Computer Interaction
MERCER UNIVERSITY
Atlanta, GA 08.2023 - 05.2027
Skills
- JIRA
- Salesforce CRM
- Cherwell CRM
- HTML/CSS/JS
- Technical Policy Writing
- Quality Assurance
- MS SUITE
- SQL
- Upselling
- Teamwork and collaboration
- Task prioritization
Certification
- Google IT Support Training - March 2025
- Google Cybersecurity Training - April 2025
Timeline
Seller Fraud Analyst
StubHub
08.2024 - 01.2025
Customer Sales Representative
Uhaul Moving And Storage
05.2024 - 08.2024
Bachelor of Science - Software Application Development And Human Computer Interaction
MERCER UNIVERSITY
08.2023 - 05.2027
Customer Support Specialist
Headway
02.2023 - 12.2023
Sr. Customer Service Specialist
Paradigm
03.2022 - 04.2023
Customer Support Advocate
ServiceTitan
04.2018 - 05.2020
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