Kendra Monroe

• **Manager Escalations:**
  
  Resolve 15-20 customer inquiries per hour via chat/messaging by disputing unauthorized charges, addressing chargebacks, and granting account access post-verification.
  
  Handle complaint escalations through in-app messaging, voice, and email.
  
  Identify, document, and file Jira tickets to address service bugs and in-app feature issues.
  Communicate via Slack with support channels for real-time SEV resolution.
  
  Meet SLA deadlines, respond promptly to incoming user escalations, and resolve complex issues directly with users via email and live chat.
  
  De-escalate tense situations with dissatisfied customers.
  
  Perform deep-dive analyses of complaint root causes to assist in corrective actions and reduce future escalations.
  
  Partner with various teams to continually improve the Cash App experience.
  
  Conduct thorough, data-driven root cause analyses of escalations and collaborate with partner teams to validate findings.
  
  Work with partner teams to identify and implement remediation strategies addressing root causes of escalations, driving user-centered improvements.
  
  Serve as the final point of contact for complaint escalations and take over cases when frontline support is overwhelmed.
  
  **Disputes Specialist:**
  
  Meet or exceed established service level agreements and guidelines, ensuring compliance with departmental standards and processes to enhance production and customer satisfaction.
  
  Stay informed about bank operations, industry trends, best practices, and the rules and regulations that govern the fintech industry.
  
  Manage Chargeback Processes: Oversee the entire chargeback process, including dispute management, case investigation, and resolution, ensuring compliance with industry regulations and company policies.
  
  Resolve Disputes: Act as the primary contact for chargeback disputes, coordinating with customers, merchants, and financial institutions to facilitate fair resolutions.
  Prepare Documentation: Compile and submit necessary documentation and evidence to support chargeback claims and defenses, ensuring accuracy and completeness.
  
  Report on Metrics: Generate detailed reports on chargeback metrics, providing insights and recommendations to senior management to enhance financial performance and risk management.
  
  Provide exceptional customer service by addressing inquiries and resolving issues related to chargebacks in a timely and professional manner.

Conducted thorough investigations to identify fraud patterns and deter fraudulent or suspicious activities, ensuring compliance with industry standards.

Ensured strict adherence to local, state, and federal regulations related to grocery fulfillment operations.

Efficiently managed a queue of inbound customer appeals, utilizing strong time management and prioritization skills to meet deadlines and resolve cases effectively.

Identified and proposed opportunities for process improvements, driving tasks to successful resolution with a focus on operational excellence.

Performed detailed live and historical data reviews to uncover trends and ensure accuracy in decision-making.

Executed repetitive operational tasks with precision, demonstrating keen attention to detail and a proactive approach to identifying process optimizations.

Excelled in a fast-paced environment, managing fraud investigations, data processing, and data support reviews with efficiency and accuracy.