Summary
Overview
Work History
Education
Skills
Attributes
Software
Timeline
Generic

Kegan Belendez

Advanced Escalation Specialist

Summary

Self-driven and proactive, with a strong ability to work independently and manage multiple tasks. Equally skilled in thriving within a team, contributing to shared goals with peers and stakeholders. Adept at making informed decisions in uncertain environments, ensuring progress while adhering to policies. Passionate about improving the customer experience using advanced tools and data, and collaborating with cross-functional partners. Confident in excelling as a Cash Bugs Triage Specialist, enhancing processes for Scaled Support and AET. Flexible and committed to operational excellence.

Overview

5
5
years of professional experience

Work History

Advanced Escalation Specialist

Cash App
11.2020 - Current
  • Investigate customer support cases for Scaled Support and provide first-contact resolutions by utilizing tools and resources they do not have access to.
  • Use product/resource knowledge and intuition to review and resolve complex, often ambiguous cases that may not have an existing formal, approved answer while ensuring that my resolutions are within the framework of policies and procedures.
  • Regularly track commonly-raised questions and identify trends in advocate escalations. Communicate the impact and scope of these trends to external stakeholders to effect change, improve processes, and maintain resource updates to ensure unanimous alignment and understanding of AET policies and procedures.

Customer Success Advocate

Cash App
06.2019 - 11.2020
  • Provided exceptional customer service to efficiently resolve inquiries via Email while exceeding KPIs.
  • Facilitated shadowing and coaching experiences due to stand-out performance on my team.
  • Collaborate with teams across the organization in order to improve customer support policies and procedures.

Education

High School Diploma -

Bolivar High School
Bolivar, MO
05.2001 -

No Degree - Electronic Media Production

Ozarks Technical Community College
Springfield, MO
05.2001 -

Skills

  • Customer Service

  • Independent

  • Problem-Solving

  • Decision-Making

  • Product Knowledge

  • Attention to Detail

  • Critical Thinking

  • Pattern/Trend Recognition

  • Account Review

  • De-Escalation Techniques

  • Assertiveness

  • Efficient

  • Accountable

  • Regulatory Compliance

  • Interpersonal Skills

  • Teamwork and Collaboration

  • Innovative

  • Effective Communication

  • Organizational Skills

  • Analytical Skills

  • Task Prioritization

Attributes

Proactive: identify and address issues before they manifest.

Creative: seek alternative viewpoints when crafting a solution.

Affable: embrace feedback from diverse and alternative sources.

Written Communication: strong written communication skills that are detail-oriented and accurate.

Investigative: capable of navigating complex scenarios and identifying potential risks.

Adaptability: comfortable working in a fast-paced environment and capable of adjusting quickly to changing circumstances.

Collaborative: strong ability to collaborate effectively with peers and stakeholders, promoting change and process improvement within the compliance operations team.

Regulatory Knowledge: familiar with BSA/AML laws and regulations, and dedicated to staying updated on industry best practices.

Software

Salesforce (CF1)

Regulator Toolbox

Marqeta

Google Sheets

Text Blaze

Looker

SQL

Photoshop

Timeline

Advanced Escalation Specialist

Cash App
11.2020 - Current

Customer Success Advocate

Cash App
06.2019 - 11.2020

High School Diploma -

Bolivar High School
05.2001 -

No Degree - Electronic Media Production

Ozarks Technical Community College
05.2001 -

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Kegan BelendezAdvanced Escalation Specialist