THOMAS ZEI

**** * ******* ***,, ******* Illinois, 60618 +1-224-***-**** adcokm@r.postjobfree.com

www.linkedin.com/in/thomas-zei-99972916a

Qualifications

●Highly skilled in B2B SaaS account management, fraud prevention, consultative sales, payment processing and customer service

●Proficient with Excel, Accertify, Zendesk, Salesforce, Braintree, Adyen, Cybersource, Authorize, Microsoft Office, and Google Suite

●Self-motivated creator of solutions and tools to increase efficiency with processes and procedure

Employment History

Booksy, INC. Chicago, IL

Account Manager - Chicago Market Mar 2019 - Mar 2020

●Onboarded all new Booksy-partnered clients in the Chicagoland area and helped them use the tools in the app to optimize their business while increasing client retention and profit for Booksy

●Implemented a new payment processing system across the US and resolved any related issues

●Maintained an exemplary productivity score, regularly scoring near the top of the team in monthly KPI’s for market-GMV each month (Q1 GMV 206% to goal, avg 28 calls per day)

Customer Success Representative Oct 2018 - Mar 2019

●Solved problems for partnered businesses in using the Booksy app with an upbeat attitude and sound judgement when handling difficult situations

●Created numerous resources for the company to use, including the Merchant Contact Issue Tracker, RYG email templates, fraud policy, fraud procedure, and more

●Maintained an exemplary productivity score, regularly scoring near the top of the team in monthly KPI’s

GROUPON, INC. Chicago, IL

Consumer Fraud Analyst November 2017-August 2018

●Reviewed and analyzed Groupon customer transactions for fraud prevention and analysis

●Demonstrated strategic judgement and attention to detail in keeping track of fraud trends and preventing loss

Escalations Agent March 2015-November 2017

●As part of Groupon To Go, wrote and executed fraud prevention, customer, payment processing, merchant, and operational policy

●Designed a system tracking fraud trends, fought chargebacks, improved fraud prevention policies, handled customer and client issues, ensured client payment issues were resolved, and worked on special projects

Customer Support Representative September 2013-March 2015

●Excelled at resolving customer issues and ensuring a positive experience

●High performer in fast-paced, high-pressure and dynamic environment

Education

Eastern Illinois University, Associates degree in Political Science, Charleston, IL 2010 - 2013

Harper Community College, Majored in Political Science, Palatine, IL 2008 – 2010

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