# TWVN User

TWVN User is a remote worker on Himalayas, Tier 2 Support Specialist at Accenture, based in United States.

Source: https://himalayas.app/@twvnuser

```text
Trust & Safety specialist at Accenture reviewing 60–80 daily platform cases while maintaining 95%+ CSAT.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | United States |
| Authorized to work in | United States |
| Salary expectations | 60k+ USD |
| Job categories | Trust And Safety Specialist, Fraud Investigator, Risk Operations Specialist, Customer Support Specialist |
| Skills | Trust and Safety Operations, Policy Enforcement, Appeals Processing, Content Review, Account Reviews, Fraud Investigation, Risk Operations, Account Compromise Investigation, Identity Verification, Payment Disputes, Unauthorized Activity Escalation, Account Integrity, Tier 2 Support, High Volume Case Review, Case Documentation |

## About

```text
At Accenture, I review escalated reports, flagged accounts, and appeals for a global social media platform, applying community guidelines and terms of service across 60–80 daily interactions. I maintain 95%+ CSAT against an 80% department benchmark.

I also investigate account integrity issues, including account lockouts, 2FA failures, login errors, and suspected unauthorized access. I document cases in CRM ticketing systems and route complex or high-priority issues to internal trust and safety, engineering, and policy teams.

Previously, I investigated fraud flags and disputed transactions for Ally Bank, and reviewed unauthorized transactions, compromised accounts, and payment disputes for Cash App. My experience also includes shipment coordination at Amazon and customer service supervision at Publix.
```

## Experience

### Tier 2 Support Specialist (current)

[Accenture](https://himalayas.app/companies/accenture). Jan 2025 - Present

```text
Review escalated user reports, flagged accounts, and appeals against platform community guidelines and terms of service, applying enforcement policy consistently across 60-80 interactions per day. Investigate Tier 2 account integrity issues and maintain 95%+ CSAT against an 80% department benchmark.
```

Skills: Policy-Enforcement, Account-Integrity, Case-Documentation, CRM-ticketing, Salesforce, Zendesk, Agent-Connect, SLA-Adherence, CSAT-Optimization

### Customer Service Representative

[Alorica](https://himalayas.app/companies/alorica). Dec 2022 - Jan 2025

```text
Researched and resolved fraud flags, disputed transactions, and restricted accounts for bank customers, applying established procedures in a regulated environment. Verified customer identity and escalated suspected account takeover and unauthorized transactions to investigative teams.
```

Skills: Fraud-Investigation, Payment-Disputes, Identity-Verification, Account-Takeover, Customer-Service, Compliance, Phone-Support, Digital-Channels

### Customer Support Representative

[Ibex](https://himalayas.app/companies/ibex). Dec 2020 - Dec 2022

```text
Reviewed reports of unauthorized transactions, compromised accounts, and payment disputes on a high-volume peer-to-peer payments platform. Gathered case details, documented findings, and routed cases to appropriate internal risk and dispute teams within SLA.
```

Skills: Unauthorized-Activity, Payment-Disputes, Risk-Operations, Case-Documentation, SLA-Adherence, Mentorship, Pattern-Identification

### Shipment Coordinator

[Amazon](https://himalayas.app/companies/amazon). Dec 2018 - Dec 2020

```text
Coordinated shipping schedules and carrier communications across 100+ daily shipments while maintaining documentation and inventory controls.
```

Skills: Logistics, Inventory-Control, Documentation, Carrier-Communication

### Customer Service Lead

[Publix](https://himalayas.app/companies/publix). Dec 2015 - Dec 2017

```text
Oversaw a front-end team of 10-12 associates and acted as supervisor for escalated customer issues and shift performance.
```

Skills: Team-Leadership, Customer-Service, Escalation-Management, Shift-Supervision

## Education

### High School

High School Diploma, General Studies

```text
Completed high school education with coursework in computer science, business, and accounting.
```

## Tech stack

- Salesforce
- Slack
- Microsoft Teams
- Zendesk
- macOS
- Google Workspace
- Microsoft Excel
- SQL
- FreshDesk
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint

To contact TWVN, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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