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
Data analysis
Analytical and Critical Thinking
Written and Verbal Communication
Training and Development
Data Collection and Entry
Administrative Support
Coordination and Collaboration
Events logistics management
Planning and Organization
Schedule & calendar planning
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