Senior Consultant - Consultation Desk (Risk and Trust & Safety Team)

Facilitated support for live channel Tier 1 agents through Slack, resulting in a significant reduction in escalation rates for common Trust and Safety concerns. Thereby improving Trust and Safety Help Desk operations. Expertly handled urgent escalations and risk cases during downtime, establishing a robust risk-to-risk operations review process. Functioned as the gatekeeper for User Safety Tier 2 escalations stemming from Account Lockouts/User Safety Tier 1. Managed supervisor call requests from the Trust and Safety team, ensuring smooth operations.

Manages eBay and PayPal dispute cases, ensuring swift and fair resolution to maintain the store's "top seller" status. Led appeals for prematurely closed or lost PayPal cases, collaborating with PayPal representatives to ensure fund reversion. Proactively reaches out to buyers who have had a negative experience, striving to rectify their concerns and transform their experience into a positive one. Collates and allocates newly-opened dispute cases across all eBay stores and associated websites to my colleagues, employing meticulous distribution strategies to ensure equitable handling and resolution processes. Proactively identified and reported fraud risk users, contributing to the permanent blacklisting of such accounts. Exhibited proficiency as a subject matter expert, by handling supervisor call requests from customer service agents. Assuming leadership responsibilities in the team leader's absence.

Delivered exceptional support to Stripe users for Risk and User Safety processes through various channels, including phone, chat, and email. Conducted thorough issue probing and identification, ensuring timely escalation for error resolution. Acted as a user advocate, sharing valuable insights and best practices with the team. Played a pivotal role in updating the internal knowledge base, contributing to a dynamic and collaborative work environment. Fostered effective working relationships with team members and users, facilitating a positive and productive support culture.