Lora Kral

I analyze identification documents using Persona and Veriff to prevent fraudulent onboarding, detect duplicate or affiliated accounts to maintain platform integrity, and regularly exceed daily workloads of 95 Salesforce cases plus 30 form submissions. I also support the CxATO team by investigating fraudulent orders, helping protect accounts from unauthorized access.

I assisted users with account issues via Zendesk tickets regarding reward redemption, troubleshooting, and general inquiries, while maintaining an above-average metric of 19 tickets solved per hour without compromising quality. I also tracked ticket trends and reported emerging problems to development teams to help improve processes and user experience.

I audited 80–120 weekly interactions, including calls, chats, and emails, while coaching team members on company policies with guidance rooted in kindness and knowledge. I provided detailed performance feedback to leaders, identified trends to drive improvements, and actively participated in calibration sessions to ensure team alignment and collaboration.

I effectively communicated with Shipt members, shoppers, and partners via phone, chat, and email, providing timely and accurate solutions to a variety of issues. I applied strategic problem-solving both independently and collaboratively, and supported the detection and resolution of shopper order fraud during the Instant Pay rollout, safeguarding transactions and minimizing financial risk.

Activities and societies: Art club, Key club