Jason Magana

• Supervised a team of eight in providing top-notch customer service.
• Managed projects involving Excel for international shipping inquiries and failed refund issues.
• Worked with third-party payments like PayPal and Klarna.
• Provided coaching and feedback to employees regarding customer service processes.
• Monitored call center performance metrics and identified areas for improvement.

• Oversaw fraud prevention for multi-million dollar websites, saving the company in loss of revenue.
• Investigated customer complaints promptly and took corrective action as required.
• Analyzed data to identify trends or opportunities for improvement.
• Reviewed flagged orders for potential fraud using the Acetify program.
• Provided fraud training for customer service agents and collaborated with law enforcement and banks to catch identity thieves.

• Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Directly supervise and assist the presentation team

Established and maintained proper high-traffic displays, resulting in increased sales.

• Executed weekly store revisions by departments, presenting new merchandise to increase sales.
• Assisted other stores with their planograms while providing excellent customer service.
• Updated existing planograms according to new product releases and seasonal changes.
• Deliver, accurate and timely, in-store presentations and audit planograms to accurately reflect current week's workload
• Communicate store process workload and pricing concerns with leaders in the store to address such opportunities