Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Naeemah Gaskins

Philadelphia,PA

Summary

Dynamic professional with extensive experience at Block Inc, excelling in customer relationship management and complaint resolution. Proven track record in identifying product improvements and collaborating across teams to enhance user experience. Skilled in CRM software and adept at decision-making, consistently delivering effective solutions within program SLAs.

Overview

10
10
years of professional experience

Work History

Manager Escalation Specialist

Block Inc
Philadelphia
04.2024 - Current
  • Effectively solve customer inquiries via in-app chat/messaging, voice and email using a CRM tool.
  • Identify, document and follow up with engineers on product bugs and features
  • Taking action on customer accounts to resolve issues, while remaining compliant with Cash App Complaints policies
  • Provide customers resolutions within the program SLA.
  • Collaborate with a variety of teams to improve the Cash App experience.

Customer Success Advocate

Block Inc
Philadelphia
05.2021 - 04.2024
  • Effectively solved customer inquiries via in-app chat/messaging and email using a CRM tool.
  • Identified, documents and followed up with engineers on product bugs and features
  • Advocated for customers by identifying trends in issues and suggesting improvements to processes, policies and products.
  • Recognized errors and draft improvements to content in the external Support Center and internal documentation.
  • Provided customers with product and service information.
  • Collaborated with members of other teams to root out answers and be a resource to teammates.

Verification Researcher

Vertical Screen Inc
Warminster, PA
12.2019 - 05.2021
  • Performed background screenings and obtained client information by answering telephone calls and/or responding to emails and verifying information.
  • Conducted research via outbound calls, fax, email, internet and online database searches.
  • Mastered the proprietary software to accurately transcribe verified information and notes.
  • Provided customers with product and service information.
  • Made phone calls to verify applicants employment/education and obtain professional references.

Public Records Researcher

Vertical Screen Inc
Warminster, PA
01.2017 - 12.2019
  • Performed public record research; processing criminal and civil background searches.
  • Utilized databases and contacting organizations, verifying information to present accurate detailed reports to various corporations and government entities.
  • Participated in multiple training and professional development activities to maintain up-to-date knowledge of regulations, standards and practices.
  • Build rapport with clients and government agencies in efforts to streamline research processes.

Asset Protection Manager

Walmart
Wyncote, PA
11.2015 - 03.2016
  • Coordinated contracts and ownership documents with the company legal team.
  • Maintained surveillance and identified internal/external theft and fraud of assets.
  • Investigated claims originating from consumers and employees regarding compensation; providing amicable solutions for both the consumer and company.
  • Provided loss prevention reports and asset reports to senior management for review.
  • Hired, trained and developed asset protection staff; provided performance reviews to ensure adequate staffing, de-escalation tactics and loss prevention efforts were met.

Education

Bachelor of Arts - Criminal Justice

Temple University
Philadelphia, PA

Associate of Science - Criminal Justice

Community College of Philadelphia
Philadelphia, PA

Skills

  • CRM software expertise
  • Customer relationship management
  • Decision making
  • Attention to detail
  • Verbal and written communication
  • Complaint resolution
  • Escalation management

Awards

Cash App 2022 Q4 Promotion Cycle, Cash App 2022 Q1 Promotion Cycle, Messaging Channel Shadow Facilitator, Cash App 2023 Q4 Promotion Cycle,Cash App 2025 Q1 Promotion Cycle

Timeline

Manager Escalation Specialist

Block Inc
04.2024 - Current

Customer Success Advocate

Block Inc
05.2021 - 04.2024

Verification Researcher

Vertical Screen Inc
12.2019 - 05.2021

Public Records Researcher

Vertical Screen Inc
01.2017 - 12.2019

Asset Protection Manager

Walmart
11.2015 - 03.2016

Bachelor of Arts - Criminal Justice

Temple University

Associate of Science - Criminal Justice

Community College of Philadelphia

Similar Profiles

CREATE PROFILE