Summary
Overview
Work History
Education
Skills
Timeline
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ROBIN MALINE

Alexandria,VA

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

7
7
years of professional experience
2
2
years of post-secondary education

Work History

Member Experience Fraud Specialist

ID.me
McLean, VA
Sep.2021 - Apr.2022
  • Checked over 7200 accounts for fraudulent activity to help clear a backlog of 160k tickets and maintain a 24-hour SLA.
  • Researched and rapidly resolved client conflicts to assist members in gaining identity security.
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Responded to fraudulent activity using established processes and aided in the construction and modification of both new and existing operating procedure.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Peer Reviewer

ID.me
McLean, VA
Aug.2021 - Sep.2021
  • Instructed, guided, and advised active Trusted Referees, mainly regarding the acceptability and/or legitimacy of documents.
  • Worked with escalated members to troubleshoot verification issues and expedite successful approvals for their identity verification.
  • Studied materials and stayed up to date in a fast-paced, ever changing environment.
  • Performed video audits for quality assurance, professionalism, and security.
  • Assisted with the training and development of new hires and reported achievements and areas of improvement to their superiors.

Trusted Referee

ID.me
McLean, VA
Apr.2021 - Jul.2021
  • Assisted a minimum of 150 members per week with verifying their identities via timely, accurate, and efficient video calls.
  • Reviewed documents for legitimacy and eligibility.
  • Worked with members to troubleshoot verification issues and provide a working solution.
  • Assisted with special projects including the training of external contractors within two months of hire.

Staff

Mount Purrnon Cat Cafe & Wine Bar
Alexandria, VA
Aug.2020 - Apr.2021
  • Utilized previous experience to assist a new business owner by training staff and resolving traditional business issues while navigating the complexities of a global pandemic and shifting public health standards.
  • Generated marketing campaigns that brought in more than $2500 of new business.
  • Organized and executed public and private events and collaborated with management to schedule staff and order materials for said events.
  • Assisted in running social media accounts for a small business in a tourist-heavy area.

Host

Crumbs And Whiskers
Georgetown, DC
May.2019 - Nov.2019
  • Greeted customers in a friendly manner, answered questions, and aided based on their requests.
  • Worked on behalf of the customer and company to resolve issues in an equitable manner to enhance customer loyalty.
  • Provided exemplary guest experiences to all customers from booking to completion.

Floor Leader

Lush Cosmetics
Arlington, VA
Oct.2016 - Sep.2019
  • Developed a monthly operations calendar to track orders and shipments.
  • Maintained inventory levels via audits, trackers, and other loss prevention practices.
  • Lead in-store sustainability program and reduced shop waste by 76% in the first four months.
  • Assisted in the hiring process and trained new staff members on brand and product knowledge.
  • Kept all staff up-to-date on brand knowledge during seasonal and ethical campaigns.
  • Lead floor operations as manager on duty, provided coaching and feedback to staff, and ensured exemplary customer experience.

Senior Sales Ambassador

Lush Cosmetics
Arlington, VA
10.2015 - 10.2016

Sales Ambassador

Lush Cosmetics
Arlington, VA
07.2014 - 10.2015

Education

High School Diploma -

Thomas A. Edison High School
Alexandria, VA
09.2009 - 06.2013

Skills

Fraud detection

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Timeline

Member Experience Fraud Specialist

ID.me
Sep.2021 - Apr.2022

Peer Reviewer

ID.me
Aug.2021 - Sep.2021

Trusted Referee

ID.me
Apr.2021 - Jul.2021

Staff

Mount Purrnon Cat Cafe & Wine Bar
Aug.2020 - Apr.2021

Host

Crumbs And Whiskers
May.2019 - Nov.2019

Floor Leader

Lush Cosmetics
Oct.2016 - Sep.2019

Senior Sales Ambassador

Lush Cosmetics
10.2015 - 10.2016

Sales Ambassador

Lush Cosmetics
07.2014 - 10.2015

High School Diploma -

Thomas A. Edison High School
09.2009 - 06.2013

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ROBIN MALINE