At Fetch Rewards, I supported B2C users with receipt submissions, account issues, and rewards while managing a high-volume Zendesk queue. I maintained 4.5+ CSAT and 23+ solves per hour.
I identified recurring issues with Fetch's AI assistant and support processes, sharing customer insights to help improve workflows, automation, and user experience. I also collaborated with the Implementation team on potential issues related to newly released AI features.
After my promotion to L1 Specialist, I supported fellow specialists with complex cases, escalations, and SOP questions. I also reviewed knowledge base content and helped improve macros and pre-written responses.
At PayPal Holdings, Inc., I supported Venmo users with payment, transfer, account, refund, and transaction issues across chat, email, and phone. Earlier, at TTEC, I supported Verizon Connect customers with GPS tracking products, technical troubleshooting, and escalations.
