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Neville Miller

@nevillemiller

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Support Operations Analyst at BuyNow who designed a chargeback workflow that reduced financial losses by up to 70%.

United States

Message

At BuyNow, I designed and implemented a chargeback management workflow and reporting framework that reduced financial losses by up to 70%. I also built executive dashboards using Excel, SQL, and Tableau to surface customer behavior, dispute trends, and operational performance.

Before BuyNow, I provided technical support for payment-processing and POS systems at National Payment Systems. I created troubleshooting guides and knowledge-base documentation, and used Salesforce reporting and customer feedback data to identify service improvements.

Experience

Work history, roles, and key accomplishments

Current

Support Operations Analyst

Current

BuyNow

Jan 2020 - Present (6 years 8 months)

Lead daily support operations across phone, email, and chat channels. Designed and implemented a chargeback management workflow that reduced financial losses up to 70% and built executive dashboards using Excel, SQL, and Tableau.

SQL Salesforce Freshdesk Excel Tableau KPI Reporting Workflow Optimization Process Improvement Chargeback Operations Business Intelligence Data Analysis Document Management Root Cause Analysis

POS System Support Specialist

National Payment Systems

Feb 2015 - Dec 2019 (4 years 10 months)

Provided technical support for payment-processing and POS systems serving retail and hospitality clients. Diagnosed and resolved hardware, software, networking, and transaction-processing issues, and created troubleshooting guides that improved first-contact resolution.

Salesforce Technical Support Troubleshooting Documentation Customer Feedback Analysis