Summary
Overview
Work History
Education
Skills
Skills Awards
Websites
Timeline
Generic

Kari Pease

Chandler,Arizona

Summary

Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.

Overview

17
17
years of professional experience

Work History

Global Customer Service Team Leader

PayPal
Chandler, Arizona
04.2018 - Current
  • Developed multiple highly engaged top performing teammates across all KPI's in GCS through constant coaching, 1 on 1's and team learnings
  • Implemented strong interpersonal and relationship building skills to develop direct reports, retain them and keep them focused on the next step of their career
  • Utilized positive reinforcement as a motivator, while setting expectations for job performance and individual contributions to the team effort
  • Scheduled, assigned, and monitored daily work activities of customer service team members.
  • Analyzed call volume trends and implemented strategies to improve efficiency of the team.
  • Drafted reports summarizing weekly performance metrics of the team members.
  • Identified areas for improvement within existing processes regarding customer services operations.
  • Collaborated with cross-functional teams such as sales, marketing, technical support.
  • Developed strategies to assist associates in meeting goals.
  • Performed root cause analysis of systemic issues affecting customers' satisfaction levels.

Account Manager

PayPal
02.2017 - 04.2018
  • Proactively monitor portfolio of ~400 mid-market merchants for risk of churn and decline to drive strong retention rates and product adoption
  • Drive merchant engagement and conversion rates through Business Reviews and Merchant Optimization Programs
  • Actively cross-sell merchant products and refer Pro/Braintree leads to Product Solution Specialists
  • Salesforce Experience
  • Analyzed client data and identified opportunities for growth.
  • Resolved customer complaints in a timely manner.
  • Provided technical support to customers when needed.
  • Oversaw multiple accounts and worked diligently to meet and exceed performance goals.

SSP/Disputes ICA Sr. Agent

PayPal
01.2016 - 02.2017
  • Consistently and effectively handed escalated contacts from both internal and external customers via phone, tickets, and email
  • Facilitated Standups and Team Meetings to educate, encourage, and engage teammates and peers
  • Selected as a Lead Mentor and EAW Mentor; Mentored New Hires, coached to best practices, and updated internal knowledge base articles
  • Consistently performed at the top 10% of the DIS ICA segment, exceeding all customer experience and handle time goals
  • Promoted a culture of empowerment while mitigating to risk

Disputes Universal Agent

PayPal
10.2013 - 01.2017
  • Resolved claims covered under PayPal's Seller Protection Policy for buyers/sellers
  • Proactively educated customers on the Disputes process to reduced re-contacts and create positive experiences
  • Effectively multitasked between inbound/outbound calls, cases, tickets, and emails
  • Five time All-Star Award recipient and recipient of Gold Envelope Award

Global Customer Service Team Leader

Wells Fargo Bank
Mesa, Arizona
01.2007 - 06.2013
  • Scheduled, assigned, and monitored daily work activities of customer service team members.
  • Provided guidance to customer service representatives in resolving complex customer issues.
  • Conducted performance reviews for customer service staff on a regular basis.
  • Oversaw the candidate selection process for new hires and facilitated training for new hires
  • Exceeded challenging sales and referral goals by proactively selling products and services to customers including small to medium businesses
  • Created incentives to motivate tellers and encourage high energy, positivity, focus, and drive to deliver excellent service
  • Participated in yearlong manager development program provided by Wells Fargo Corporate office
  • Handled compliance of audit operations, regulatory issues, workflow scheduling, and transaction approvals
  • Motivated teams by recognizing and rewarding excellence.
  • Set attainable daily, weekly and monthly goals and game plans.

Education

Associate of Arts -

Arizona State University
Tempe, AZ

Skills

  • Ambiguity
  • Team building
  • Highly engaged
  • Product knowledge
  • Conflict resolution
  • Accountability
  • Time management
  • Communicate effectively
  • Call Center Operations
  • Goal Setting

Skills Awards

  • Positive and Encouraging
  • Dependable and Self Sufficient
  • Motivated to Succeed
  • Problem Solving
  • Expressive/Amiable
  • Organized & Resourceful
  • Strong Work ethic
  • Excellent Customer Service

Websites

Timeline

Global Customer Service Team Leader

PayPal
04.2018 - Current

Account Manager

PayPal
02.2017 - 04.2018

SSP/Disputes ICA Sr. Agent

PayPal
01.2016 - 02.2017

Disputes Universal Agent

PayPal
10.2013 - 01.2017

Global Customer Service Team Leader

Wells Fargo Bank
01.2007 - 06.2013

Associate of Arts -

Arizona State University

Similar Profiles

CREATE PROFILE
Kari Pease