Stephanie Burrell
Austin,TX
Summary
An enthusiastic, results-achiever with 10+ years customer support experience. Excellent multitasker with the ability to work in a fast paced, challenging environment able to make sound decisions under pressure. Demonstrates strong interpersonal skills and an ability to motivate and bring together a team to accomplish organizational goals.
Overview
12
12
years of professional experience
Work History
Order Support Specialist Tier 3
Apple Inc
10.2022 - Current
- Communicate with customers to address order inquiries, changes and cancellations.
- Assist customers by researching and resolving shipping investigations.
- Work with warehouse and shipping carriers to ensure on time deliveries.
- Handle employee/People Support escalations requesting resolution for EPP/EPP+ order errors
- Assisted in training classes as subject matter expert
APPLE PAY CASH FRAUD PREVENTION SPECIALIST
Apple Inc.
01.2021 - 10.2022
- Investigate Apple Pay cases and action based off datapoint information to prevent financial fraud.
- Identify Fraud trends/rings in order to combat future fraudulent behaviors.
- Perform weekly reviews on inaccuracies to identify research errors that can be improved upon.
APPLE MEDIA PRODUCT FRAUD PREVENTION SPECIALIST
Apple Inc.
08.2018 - 12.2020
- Reviewed and researched AMP transactions and accounts for potential fraudulent activity and trends.
- Trained others in fraud detection and prevention techniques.
- Performed second looks for new and tenured specialists.
- Resolved refund requests based off customer billing and purchasing history.
AOS FRAUD PREVENTION TEAM DEPUTY
Apple Inc.
02.2018 - 07.2018
- Actioned real-time Sonar requests from support team regarding possible fraud accounts.
- Performed quality assessments and provided feedback to specialists to help improve work efficiency.
- Coached specialists by having them shadow me, or vice versa, while working cases in ACM and showing best work practices.
AOS FRAUD PREVENTION SPECIALIST
Apple Inc.
10.2011 - 01.2018
- Reviewed and researched online orders for potential fraudulent activity and trends.
- Answered customer calls regarding order status and resolution.
- Coached specialists through shadowing sessions.
Skills
- Critical Thinking
- Customer Inquiries
- Customer Satisfaction
- Fraud Prevention and Detection
- Claims Investigations
- Problem Resolution
Timeline
Order Support Specialist Tier 3
Apple Inc
10.2022 - Current
APPLE PAY CASH FRAUD PREVENTION SPECIALIST
Apple Inc.
01.2021 - 10.2022
APPLE MEDIA PRODUCT FRAUD PREVENTION SPECIALIST
Apple Inc.
08.2018 - 12.2020
AOS FRAUD PREVENTION TEAM DEPUTY
Apple Inc.
02.2018 - 07.2018
AOS FRAUD PREVENTION SPECIALIST
Apple Inc.
10.2011 - 01.2018
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