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Amanda L. | Elance
 
176985602337900
Last Sign-in: Feb 14, 2015

Amanda L.

Expert Online/Telephone/Email Customer Service
   United States
  |   Grants Pass, OR
  |  2:38 pm Local Time

Overview

Minimum Hourly Rate $18

I currently work as a Trust and Safety specialist for a well known hospitality company. I investigate fraudulent activity online using multiple sources.

I have great experience in Excel, Pages/Notes, Google Spreadsheets. I've been working for customer support going on 3 years now - phones, ticketing systems, emails, etc.

Please see my service description - very detailed outline of current work and experience.

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Aug 9, 2014|Research|$0|Working

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Skills (10)

Tested
Customer Service (Call center env.)
My Score
avg

Service Description

•Educating users on how to maintain security and safety while using Airbnb responsibly
•Reviewing queued results in multiple high volume queues that prevent potential risks
•Working with Trust & Safety lead to develop and enhance internal policies and tools•Investigating complex situations and potential fraud
•Investigating scammers, scrapers and fraud cases and recognizing fraudulent/suspicious trends
•Maintaining high levels of confidentiality while performing investigations
•Comprehensively documenting investigationsAssisting with escalated issues and initiating the user dispute request process
•Investigating both sides of incident disputes, verifying facts, and determining resolutions based on internal policies
•Working to deliver a better understanding of Airbnb processes to our users in a customer facing manner
•Monitoring flagged and inappropriate content and identifying trends in online risk
•Investigating cases involving complex damages, potential fraud, or brand risk
•Evaluating both property damages and personal property damages
•Interfacing with internal communications and social media teams
• Partner with CX Teams to help them meet and exceed Quality goals through assessment and other initiatives
• Get to the bottom of what is impacting Quality by digging into available data; use this information to drive change and consistency.
• Lead calibration meetings with Leads and Management to ensure quality expectations are high across the board.
• Research and...

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Employment

Airbnb
Trust and Safety Specialist
2013 - 2015
•Educating users on how to maintain security and safety while using Airbnb responsibly •Reviewing queued results in multiple high volume queues that prevent potential risks •Working with Trust &...
First Call Resolution
Airbnb - Customer Service Lead
2011 - 2013
• Partner with CX Teams to help them meet and exceed Quality goals through assessment and other initiatives • Get to the bottom of what is impacting Quality by digging into available data; use this...

Education

Rogue Community Colleg
Associate's of General Studies
-
Umpqua Community College
General Education Diploma
-
Wolf Creek Job Corps
Nursing Assistant
-
Overview  |  Job History  |  Resume/C.V.

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Identity
Username
mandafayeee
Type
Individual
Member Since
August 2014
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Amanda L. | Elance

Amanda L.