KYLE NICHOLAUS NELSON
Omaha,NE
Summary
Knowledgeable Risk Manager equipped with strategic planning and program leadership abilities honed in payment processing industry environments. Establishes strong and successful policies to mitigate risk at each level and establish clear procedures for assessments, prevention and containment. Familiar with regulatory requirements to maintain strict controls. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
PayPal
Omaha
08.2023 - Current
- Managed a portfolio of over 20 merchants.
- Assisted with new projects set forth by CEO for new merchant onboarding.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Proactive Risk Investigator
PayPal
Omaha, NE
03.2021 - 08.2023
- Investigated allegations to check validity and recommend actions to minimize risk.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Employed strong program management skills to successfully define and manage ongoing initiatives designed to control risks.
- Monitored high profile individuals for risk and potential account friction.
- Produced daily reports for all activity and potential friction on our high profile accounts.
- Actively participated in new pilots and helped to create new risk rules for PayPal's platform.
Product and Site Support Specialist
PayPal
08.2019 - 03.2021
- In my current role, I support all of PayPal’s customers and businesses
- I assist with checkout support for merchants, some website development, and billing support for their products
- I provide other services outside of business accounts such as providing account support for consumers such as account questions and password recovery.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Merchant Risk Consultant
PayPal
07.2016 - 08.2019
- As a vetting agent, I work to mitigate risk to PayPal by reviewing and interviewing new merchants as well as performing underwriting tasks for onboarding new merchants such as reviewing their business and performing deep dives on the owners and credit checks.
- Performed gap analysis to identify areas of improvement.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Executed analysis of risks and identified risk mitigation strategies.
Business Support Specialist
PayPal
03.2015 - 07.2016
- I assisted small-medium businesses with their PayPal accounts
- I provide phone consultations for PayPal’s business-related products
- I troubleshoot and solve issues with disputed items and services the merchants provide
- I also troubleshoot the online tools the merchants work with through the PayPal system.
- Delivered exceptional customer experiences and promoted strong relationships.
- Consulted with customers about current products and services, proposed upgrades and finalized sales.
Customer Solutions Agent
PayPal
02.2013 - 03.2015
- I assisted customers with general support relating to their PayPal accounts such as transaction questions and password recovery.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
Shift Lead
Cold Stone Creamery
01.2012 - 01.2013
- I led a small team at my location, we all helped with servicing our customers
- While my team was out front serving the customers I would be in the back restocking and making the product we would be serving
- I too also stepped out front to help my team if the crowd was growing too large for them to handle
- After we closed I would set tasks for each individual to accomplish so that we could all work quickly and efficiently.
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Responded to and resolved customer questions and concerns.
Education
Psychology
Metropolitan Community College
Elkhorn, NE05.2012
High school - undefined
University of Nebraska, Yutan Jr/Sr High School
Omaha, Yutan, NE01.2010
undefined
05.2009
Skills
- Risk Analysis - 3 years
- Credit Analysis - 3 years
- Project Management - 4 years
- Microsoft Excel - 8 years
- Microsoft Word - 8 years
- Microsoft Outlook - 8 years
- Microsoft Powerpoint - 8 years
- Teamwork - 9 years
- Leadership - 3 years
- Management - 1 year
- Time Management - 8 years
- Public Speaking - 8 years
Timeline
Customer Success Manager
PayPal
08.2023 - Current
Proactive Risk Investigator
PayPal
03.2021 - 08.2023
Product and Site Support Specialist
PayPal
08.2019 - 03.2021
Merchant Risk Consultant
PayPal
07.2016 - 08.2019
Business Support Specialist
PayPal
03.2015 - 07.2016
Customer Solutions Agent
PayPal
02.2013 - 03.2015
Shift Lead
Cold Stone Creamery
01.2012 - 01.2013
Psychology
Metropolitan Community College
High school - undefined
University of Nebraska, Yutan Jr/Sr High School