I turn customer friction into long-term loyalty — and I have 10 years of fintech metrics to prove it.
At PayPal/Venmo and Capital One, I handled the cases that automation can't: complex financial disputes, fraud mitigation, identity verification, and high-stakes account recoveries. The kind of situations where one wrong move costs a customer forever.
The results:
Ranked #7 out of 419 global teammates at Venmo
Top 10% Agent globally, four consecutive years (2021–2024)
90%+ CSAT sustained across 50+ complex cases per week
15% reduction in team-wide escalations — via an internal resource I built myself
+12% trainee FCR as Backup Coach across 5+ new-hire cohorts
What makes me different from most customer service specialists:
I'm Six Sigma Yellow Belt-certified. I don't just resolve tickets — I diagnose the process gap that's generating them and fix it upstream. That's where the 15% escalation reduction came from.
I'm also AI-enabled. I integrate Google AI Essentials, IBM AI frameworks, and GoHighLevel automation to cut repetitive handling time and free up bandwidth for the cases that actually need a human.
Fintech-specific depth: dispute resolution, MFA enforcement, billing discrepancies, debt negotiation, FDCPA-aligned recovery — across Synchrony Financial, Capital One, and PayPal/Venmo.
How I can add value to your business:
Customer Retention & Recovery: Expert in "white-glove" engagement, turning technical hurdles or billing disputes into successful, repeat transactions.
Process Improvement & Efficiency: I don't just report problems; I fix them. I leverage Six Sigma methodologies to identify operational waste and have a proven track record of reducing team-wide escalations by 15%.
AI-Enabled Workflow: I stay at the forefront of tech by integrating AI tools to automate repetitive tasks, reduce Average Handle Time (AHT), and free up your time.
Fintech & Compliance Mastery: Deep experience in debt recovery, identity verification (MFA), and international banking regulations, ensuring your business stays compliant while scaling.
Core Knowledge & Expertise:
Financial Services: High-stakes disputes, billing discrepancies, fraud mitigation, and strategic debt negotiation.
Technical Operations: Expert in data gathering, validation, and troubleshooting.
Modern Productivity: Advanced proficiency in CRM management, Google Workspace, and AI automation.
Technical Toolkit:
CRMs: Zendesk (Expert) and GoHighLevel.
Communication: Five9, NICE, Avaya, Slack, Microsoft Teams.
AI & Automation: ChatGPT, Gemini, Voice AI Automation.
Certifications: Six Sigma DMAIC, Microsoft 365 Fundamentals, Salesforce.
Ready to improve your CSAT scores or streamline your operations?
I am a proactive, solution-oriented professional dedicated to elevating customer satisfaction and streamlining workflows. If you are looking for a specialist to help you scale your remote operations or secure your customer base with the latest tech-enabled strategies, click the 'Contact' button above. I’m available for an interview this week to discuss how I can add immediate value to your business.
