• Handled calls and messages related to profile and financial updates, account security, account limitations, transaction inquiries, payment declines, and disputes and claims concerns for both buyers and merchants.
• Evaluated contacts for quality, ensuring adherence to company and client standards as well as regulatory requirements.
• Assessed performance using key metrics, ensuring alignment with organizational goals and benchmarks.
• Trained and mentored junior analysts, fostering professional growth and expertise within the team.
• Conducted effective team huddles, strengthening team unity and communication.
• Provided coaching and constructive feedback to staff, enhancing skill sets and promoting a culture of continuous improvement.
• Delivered specific improvement recommendations to executive leadership, influencing strategic direction.
• Utilized various business software tools to streamline workflows and enhance project outcomes.
