Kayla Burch
Deland,Fl
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
Chewy
10.2020 - 08.2024
- Answered phone calls and assisted pet families with inquiries, ensuring a positive experience. Our job is to wow customers and to create an enjoyable experience where customers are comfortable sharing about their little ones. Facilitated email communication with customers to enhance their overall experience.Provided support to customers via email and handled overflow callsPrioritized customer satisfaction by resolving issues on first contact, aligning with company's customer-first philosophy.he first contact.
- Resolved Chewy customer concerns through phone, chat, and email support.
- Assisted Chewy pet parents with order status, cancellations, and account questions.
- Processed returns, replacements, and refund requests within Chewy service policies.
Morrow Elementary School
10.2019 - 09.2020
- Teacher Assistant responsibilities are to assist in developing lesson plans based on Florida requirements, and to collaborate with the teacher on Individual Education Plans for specific students. Knowing the teacher's classroom routine and expectations in the event he/she is absent. Working with children individually or in a small group to guide and encourage their learning and development. Communicate with parents to keep them updated on their student. Other requirements are to work well with others and to treat each other with respect.
Fraud Specialist
Chewy
12.2023
- Promoted to Fraud Specialist in December 2023. Analyzed customer accounts for suspicious behavior, contributing to risk reduction and fraud prevention. Reviewed Excel sheets to document account activity and collaborated with team members on social trends.
- Reviewed Chewy orders for fraud signals and suspicious customer activity
- Escalated high-risk cases to Chewy fraud and compliance teams
- Investigated payment disputes using Chewy account and transaction records
Cross Trained Core Paw Agent
Chewy
- Cross-trained core agents in June to address Paw's queue increase caused by fraud influx. Handled Ticklers and Oracle incidents to identify fraud on customer accounts. Contacted customers to ensure account safety and security.
- Assisted Chewy pet parents with order, shipping, and account questions.
- Resolved service issues using Chewy systems and policy guidelines.
- Processed returns, replacements, and refunds for customer requests.
Education
High School Diploma -
Associate in Arts Degree -
Skills
- Fraud prevention
- Fraud detection
- Risk management
- Data analysis
- Customer support
- Customer engagement
- Customer inquiries
- Community support
- Childhood education certification
- Forty-Five Hour Child Care Training
- First Aid CPR AED
Timeline
Fraud Specialist
Chewy
12.2023
Customer Service Representative
Chewy
10.2020 - 08.2024
Morrow Elementary School
10.2019 - 09.2020
Cross Trained Core Paw Agent
Chewy