Operations Specialist

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Nancy Plancarte

T: 408-***-**** E: *********@*****.***

Sunnyvale, CA

Objective I am a diverse individual with expertise in customer support, order management, and entry-level fraud analysis. My previous experience in autonomous environments makes me a great fit for a fraud analyst position. Passionate about evaluating gaps, identify existing trends, and resolving complex issues. I’m looking to broaden and push my career to the next level, while taking on new challenges and opportunities. Experience Community Care, Product Operations - Facebook/Collabera April 2016 – March 2017

• Provided 1:1 customized and empathetic responses for 162,500 collective individual inquiries across all Facebook products

• Raised company satisfaction metric by 3% (standard was .5-1%)

• Helped construct an AI engine which increased automation and reduced cost

• Consistently exceeded daily service level agreements of 100 correspondences a day

• Evaluated and predicting trends to provide insights and forecasting to the product and engineering team

• Stress tested problems to improve existing products, processes, and flows

• Designed an onboarding and training program for the Austin team

• Known subject matter expert on Facebook Product areas, specializing in Pages, Groups and Events Customer Service Representative - On-Site January 2016 – April 2016

• Provided information about appropriate policies, procedures and contacts

• Updated the Case Management System upon completion of calls to ensure information was accurate and updated

• Used multiple computer systems to handle calls, file new requests for service, and maintain tracking systems

• Navigated multiple computer applications while speaking on the telephone and entering data

• Collaborated with different departments and peers on specific user impacting issues

• Ensured proper verification of legal documents upon making changes to report Customer Experience Specialist – Google Express/Adecco October 2013 – October 2015

• Updated and verified customer order information via internal order management systems

• Worked independently with the fraud team to flag, escalate, and monitor fraudulent orders

• Resolved complex customer issues in a concise and courteous manner

• Provided outstanding customer service via email, chat and phone

• Researched, identified, and solved technical issues with a variety of diagnostic tools

• Created cases and claims for damaged, lost or displaced packages

• Responsible for troubleshooting and resolving technical account and order errors

• Worked with multiple teams including the fulfillment and transportation team to resolve complex problems Education

Evergreen Valley College/Associate of Arts, Liberal Arts Current Yerba Buena High School /High School Diploma 2005-2009 Technical Skills Experience with data entry and quality assurance, Bilingual (English and Spanish), Workflow planning, Microsoft Office Suite, Experience with CRM and order management software, Experience with proprietary real-time, interactive Data Analysis Tools, Tableau

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