Shannen Stitt

• Enhanced case resolution efficiency by streamlining data analysis and documentation processes.
• Improved client satisfaction by providing clear, concise, and accurate case updates regularly.
• Conducted thorough research to identify patterns and trends in cases, optimizing future investigations.
• Collaborated with cross-functional teams for comprehensive case evaluations and resolutions.
• Worked directly with Upwork's CEO, other Management Team members, and Upwork's Legal Team to handle priority complaints from customers to ultimate resolutions.
• Completely daily legal summaries and gathered customer information for cases involving Upwork litigation.

• At Trust and Safety we were responsible for ensuring that all of the policy guidelines and articles were followed on the platform of Udemy. We were entrusted with making sure that all the terms were followed as well and issuing warnings or bans when this didn't happen. We also investigated reports of fraud and copyright as well as continuing to respond to instructor/student complaints and concerns.

Managed approximately 50 incoming calls, emails and faxes per day from customers. Worked with freelancers looking for assistance with their accounts and helping potential clients match with freelancers for work. With freelancers I also helped assist with their:

• Profiles
• Password resets
• Contract disputes
• Proposal submissions

Responsible for taking 50-70 inbound calls from Medicare Part D customers and hearing concerns. Adjusting accounts based on information provided and ensuring those customers had current Coverage. Also checked that current coverage restrictions and HIPAA concerns including:

• Coverage restrictions
• Amount cost
• Limitations