Stephanie Townsend
Omaha,NE
Summary
Professional coordinator with strong focus on team collaboration and achieving results. Prepared to manage and streamline operations, ensuring tasks are completed efficiently. Skilled in project management, communication, and problem-solving. Reliable and adaptable to changing needs, consistently driving successful outcomes.
Overview
19
19
years of professional experience
Work History
Lead Coordinator, Risk Operations
PayPal
La Vista, Ne
04.2021 - Current
- Manage fraud queues, email queues, and service request to prevent fraudulent activity while mitigating risk for Venmo and consumers.
- Review accounts to determine the legitimacy of the account and the account holder by analyzing data, reviewing documentation, and assessing fraud indicators in a timely manner.
- Complete investigations and continually monitor cases to proactively identify fraud trends.
- Responsible for ensuring customers are following the Acceptable Use Policy as outlined in our User Agreement. Reporting violations after detailed research.
Messaging Teammate
PayPal
07.2018 - 04.2021
- Respond to customer inbound inquiries by Chat- Navigating through multiple tools and products to complete the requested task.
- Research customer inquiries using the appropriate technology
- Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal
- Ability to help customer understand and navigate the PayPal site & product
- Deliver on metrics for example: phone handle time and customer experience
- Maintain and promote a positive attitude while meeting productivity goals
- Continually display initiative to take on additional responsibilities toward professional growth
Fraud Teammate
PayPal
07.2017 - 04.2018
- Manage fraud queues, email queues, and service request to prevent fraudulent activity while mitigating risk for PayPal and consumers
- Review accounts to determine the legitimacy of the account and the account holder by analyzing data, reviewing documentation, and assessing fraud indicators in a timely manner.
- Complete investigations and continually monitor cases to proactively identify fraud trends.
- Educate customer on how to maintain and strive for loss prevention for both the customer and PayPal.
- Responsible for ensuring customers are in compliance with the Acceptable Use Policy as outlined in our User Agreement. Reporting violations after detailed research.
Customer Solutions Teammate
PayPal
01.2015 - 07.2017
- Respond to customer inbound inquiries by phone and email in a call center environment
- Research customer inquiries using the appropriate technology
- Answer inbound phone calls from customers and work to resolve their queries in real time
- Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal
- Ability to help customer understand and navigate the PayPal site & product
- Deliver on metrics for example: phone handle time and customer experience
- Represent PayPal with a high level of professionalism and customer service at all times
- Maintain and promote a positive attitude while meeting productivity goals
Manager
Zios Pizza
Omaha, NE
04.2007 - 08.2015
- Maintaining contact with kitchen staff, management, serving staff, and customer.
- Counting the deposit and settling the credit card batches at the end of the shift.
- Usage of POS Aloha systems.
- Greeted customers in the restaurant, taking orders, and providing accurate and detailed customer service.
Education
Associates Degree - General Studies in Business and Computers
Metropolitan Community College
Omaha, NESkills
- Attention to Detail/ Efficiency
- Resourceful
- Strong Problem Solver
- Excellent Communication Skills
- Customer Focus
- Drive for Results
- Multi-tasker / Time Management
- Decision Quality
- Team communication
- Document management
Timeline
Lead Coordinator, Risk Operations
PayPal
04.2021 - Current
Messaging Teammate
PayPal
07.2018 - 04.2021
Fraud Teammate
PayPal
07.2017 - 04.2018
Customer Solutions Teammate
PayPal
01.2015 - 07.2017
Manager
Zios Pizza
04.2007 - 08.2015
Associates Degree - General Studies in Business and Computers
Metropolitan Community College