Javier Medrano
Georgetown
Summary
Dynamic professional with extensive experience at eBay Inc., specializing in fraud analysis and rights ownership. Proven track record in strategic planning and customer relations, enhancing operational efficiency and policy development. Adept at leveraging data analytics to drive decision-making and improve outcomes, while fostering strong communication across teams.
Overview
24
24
years of professional experience
Work History
Verified Rights Owner Specialist
EBay Inc
02.2026 - Current
- Analyzed claims of rights ownership of trademark and products.
- Processed claims for peers to establish decisions on claims
- Established volume control of incoming claims.
Prohibited Items Specialist
EBay Inc
04.2021 - 02.2026
- Followed all company policies and procedures to deliver quality work.
- Maintained database systems to track and analyze operational data.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Analyzed listings in the eBay platform to determine if the listings violated policy. After listing has been review corrective action would take place on the listing which includes the removal of the listing. Assisted leadership with machine learning for automating the tasks mentioned earlier.
Pro Fraud Specialist
EBay Inc
12.2020 - 04.2021
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Perceived Counterfeit Specialist
EBay Inc
12.2019 - 12.2020
- Thoroughly analyzed cases to determine if item poses a risk in terms of authenticity to the eBay community. Once risk has been assessed placed correct action on the account or removal of item if deemed necessary. Helped form placing the foundations for the policy of this new department by working with leadership and peers.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
OES Specialist
EBay Inc
09.2018 - 12.2019
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Thoroughly analyzed cases to determine intent and/or violations regarding eBay policies to keep transactions onsite. Determined the correct action to place on members upon case review depending on what was right for the customer and the company. Worked with peers and leadership to help make adjustments to policy
Quality Evaluator (Wellpoint)
Convergys
11.2014 - 08.2016
- Evaluated calls for the client to ensure that quality standards were met to ensure proper customer service was provided. Worked directly with Team Leads and Operational Managers in various sites to ensure calibration of quality standards.
- Communicated with team members and leadership about quality issues.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
Team Support Specialist
Convergys
05.2013 - 07.2014
- Participated in cross-functional team-building activities.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Monitored system performance to identify potential issues.
- Provided assistance to Team Leads as well as agents in regards to calls as well as software issues. Worked directly with team leaders for any assistance to managerial issues with the team.
Floor Support Specialist
Convergys
07.2011 - 05.2013
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Diagnosed and troubleshot hardware, software and network issues.
- Provided assistance to agents regarding calls as well as software issues. Also assisted in Floor Support for transition classes.
Customer Service Representative
Convergys
07.2010 - 07.2011
- Responded to customer requests for products, services, and company information.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Voc-tech Tutor
Laredo Community College
08.2008 - 07.2010
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Managed maintenance activities, supervised staff, and inspected equipment.
Claims Report Administrator
Allstate Corp
08.2002 - 05.2003
- Maintained personnel records and updated internal databases to support document management.
- Devised and implemented processes and procedures to streamline operations.
- Processed claims from customers to adjusters. Provided customer service for customers, adjusters, and law enforcement agencies.
Education
Associate of Science - Computer Networking
Laredo Community College
Laredo, TX07-2010
Skills
- Strategic planning
- Contract management
- Verbal and written communication
- Customer relations
Accomplishments
- Achieved reduction of incoming Rights Owner claims by completing investigations with accuracy and efficiency.
- Collaborated with team of 10 in the development of Perceived Counterfeit Console Research Project.
- Achieved eBay Spot Award by completing Customer Satisfaction with accuracy and efficiency.
Timeline
Verified Rights Owner Specialist
EBay Inc
02.2026 - Current
Prohibited Items Specialist
EBay Inc
04.2021 - 02.2026
Pro Fraud Specialist
EBay Inc
12.2020 - 04.2021
Perceived Counterfeit Specialist
EBay Inc
12.2019 - 12.2020
OES Specialist
EBay Inc
09.2018 - 12.2019
Quality Evaluator (Wellpoint)
Convergys
11.2014 - 08.2016
Team Support Specialist
Convergys
05.2013 - 07.2014
Floor Support Specialist
Convergys
07.2011 - 05.2013
Customer Service Representative
Convergys
07.2010 - 07.2011
Voc-tech Tutor
Laredo Community College
08.2008 - 07.2010
Claims Report Administrator
Allstate Corp
08.2002 - 05.2003
Associate of Science - Computer Networking
Laredo Community College