Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jaimee Miles

West Jordan

Summary

Results-driven Senior Customer Service Supervisor with extensive experience in team leadership, data analysis, and operational optimization. Proven ability to enhance customer satisfaction by 52% through targeted training and process improvements. Expertise in fraud detection, conflict resolution, and maintaining compliance with service standards. Quick to adapt and continuously learn, with a strong track record in relationship building and cross-functional collaboration to drive business success.

Overview

10
10
years of professional experience

Work History

Senior Customer Service Supervisor

StubHub
Draper (Remote)
02.2023 - 12.2024
  • Supervise the CE Social Media team to ensure high performance in resolving customer inquiries, complaints, and concerns across platforms such as TikTok, Facebook, X (formerly Twitter), and Instagram, consistently upholding quality and service standards.
  • Led a team of 10 in the Executive Escalations department, overseeing the timely resolution of complex issues, including BBB complaints, Attorney General complaints, AAA complaints, Notices of Disputes, Class Actions, Lawsuits, and VIP/Executive escalations. Consistently ensured compliance with SLAs, conducted in-depth investigations, and upheld the highest standards of customer service.
  • Analyzed call center data to identify customer issue trends and recommend effective solutions.
  • Evaluated existing customer service policies and suggested improvements.
  • Collaborated with senior management in developing strategies to enhance service quality.
  • Designed comprehensive training materials for new hires focused on best practices.
  • Established robust procedures for handling calls, emails, complaints, returns, and refunds.
  • Provided mentoring and coaching to teammates to align productivity goals.
  • Facilitated interdepartmental communication to quickly address problems.
  • Generated reports tracking daily, weekly, and monthly team performance metrics.
  • Analyzed data and created detailed Excel reports for OKR tracking, providing actionable insights to drive performance, and ensure alignment with organizational objectives.

CE Frontline Supervisor

StubHub
Draper (Hybrid)
12.2022 - 02.2023
  • Delivered soft skills and call control training, reducing average handle time by 2.5 minutes, and increasing team CSAT scores by 52%.
  • Tested and implemented new processes and policies based on customer feedback data analysis, enhancing the overall customer experience.
  • Resolved escalated customer complaints in a timely manner.
  • Monitored calls for quality assurance purposes.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Created incentives for employees who achieved high performance standards.
  • Investigated difficult or complex inquiries from customers.
  • Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

CE Specialty Team Supervisor

StubHub
Draper (Remote)
08.2020 - 12.2022
  • Led 'Ticket Risk Team' of five agents to analyze SQL reports for risk identification.
    Proactively mitigated fraud and errors, preventing live event rejections.
    Ensured seamless customer experience through effective risk management strategies.
    Utilized data-driven insights to inform decision-making and improve processes.
  • Led Ticket Replacement Team of 12 agents, supervising resolution of potential event rejections via issuance of replacement tickets and resolving original ticket complications to enhance customer experience.
  • Led a team of 10, accountable for tracking and delivering mobile transfer tickets, reducing fraud risks, and preventing false claims during the ticket handoff process between sellers and buyers.
  • Led and guided several teams at once, overseeing a group of 27 agents, maintaining operational efficiency and excellence across all aspects of responsibility.
  • Collaborated with Data team to create tailored SQL reports, monitoring performance metrics for specialty teams to enhance efficiency.
  • Ensured that all Customer Service Representatives had the necessary tools and resources needed to perform their job duties effectively.
  • Updated internal systems with information about new types of fraudulent schemes encountered during investigations.
  • Present in team and all-company meetings.
  • Assist in retrospective investigations of escalations.
  • Run weekly KPI reports, analyze results, and provide improvement recommendations based on data trends.
  • Help with the distribution of work, including working in the queue when needed, based on volume.
  • Ensure employee engagement by developing a trusting, accountable team.

Fraud and Risk Agent

EBay Inc
Draper
04.2015 - 08.2020
  • Assessed and identified high-risk accounts, updating criteria regularly to mitigate fraud risk.
  • Analyzed account data, behaviors, and trends to implement targeted actions on suspicious accounts.
  • Proactively targeted emerging fraud trends, reducing risks to customers and business operations.
  • Collaborated cross-functionally to communicate insights and uphold marketplace integrity.
  • Safeguarded brand reputation by ensuring secure customer experiences through effective fraud mitigation.
  • Responded promptly to customer inquiries regarding potential fraudulent activities on accounts.
  • Utilized specialized software tools for detecting patterns linked to fraudulent activity.
  • Provided training on best practices for fraud detection and prevention across teams.
  • Took appropriate actions on accounts identified with fraudulent activity, ensuring timely and accurate documentation of actions to maintain compliance with audit and regulatory requirements.
  • Reviewed accounts under 90 days old by analyzing fraud trends, including domains, inventory sold, identity verification methods, and payment trends across banks, and other payment systems.
  • Reviewed and validated requested documents, including proof of purchase and proof of identity, to ensure compliance and accuracy.

Education

High School Diploma -

Bingham High School
South Jordan, UT
06-2007

Some College (No Degree) - Communications

Utah Valley University
Orem, UT

Skills

  • Social media
  • Tableau
  • Microsoft Excel
  • Sales Force
  • PQS / SQL
  • PowerPoint
  • Lexus Nexus
  • Brand protection
  • Project management
  • Teamwork
  • Customer Service Management
  • Data analysis
  • Brand Management
  • Management
  • Team leadership
  • Adaptability to remote work environments
  • KPI tracking
  • Quality assurance
  • Process improvement
  • Conflict resolution
  • Fraud detection
  • Mentoring and coaching
  • Effective communication
  • Remote team leadership

Timeline

Senior Customer Service Supervisor

StubHub
02.2023 - 12.2024

CE Frontline Supervisor

StubHub
12.2022 - 02.2023

CE Specialty Team Supervisor

StubHub
08.2020 - 12.2022

Fraud and Risk Agent

EBay Inc
04.2015 - 08.2020

High School Diploma -

Bingham High School

Some College (No Degree) - Communications

Utah Valley University

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