Stephanie Tamar Hoskins

ID 910**********

Customer Support, Investigation, and account management Specialist with . Articulate, energetic, results-oriented, a passion for developing relationships, cultivating partnerships, and growing businesses. Strong observation, time management, communication skills, proactive, perform well in a high-pressure fast-paced environment, experience in digital marketing, billing, international finance, and compliance industry. Solid team player, motivated to maintain customer satisfaction, enjoy International diversity, and thrive on continuous growth and development. Open to new opportunities.

adgv0z@r.postjobfree.com +27-73-133*-*** Cape Town, South Africa linkedin.com/in/stephanie-hoskins-1340a99a WORK EXPERIENCE

Partner and Customer Success Specialist

Impact

07/2016 - 03/2020, Cape Town

Digital Marketing Platform- Partnership Cloud

Partner Support - First-line support specialist to a customer base of 22 k+ publishers and advertisers globally. Provided internal and external customer support via email and phone, driving world-class customer experience. Ensuring support tickets are answered in a timely and professional manner, focusing on quality, professional responses with good communication and writing skill. Assisting clients in UI training, UI platform navigation, Finance, Ads, Tracking links, login issues, and technical support. Troubleshooting client's software/system issues and complex technical problems as well as application review for approval. Compliance investigation - fraud, risk investigation, and monitoring. Placing accounts on hold and closing them. Account Portfolio Management - Assigned Customer Support Manager, UI platform training from on-boarding handover. Check-in calls and training, technical and advanced assistance. Account monitoring, Managing and maintain relationship as well as identifying opportunities to upsell or cross-sell.

SME on Finance inquires - Identified finance trends in our software that we were able to resolve at root cause level and this resulted in a better CSAT and NPS for finance-related queries. knowledge of international finance, 1099, (W8 and W9), Paypal, Iban, swift codes, and agency codes.

QA - New processes and feature testing.Improved processes and features that would best assist the clients. Good experience in working with tooling such as Zendesk, Jira ticketing system, FTP, API, scrubs, and Regression testing (QA).

Contact: Manager: Yvonne Basson +278********) / HR Larna Ebaden -

+272********)

Senior Buyer Risk investigator and Back-Office

Customer Service Specialist

Amazon.com

06/2011 - 02/2016, Cape Town

Amazon Development Center

Senior Buyer Risk - Performed in-depth research and investigations on unknown card/charge inquiries. Looked at current and new merchants and individual sales to evaluate fraud and compliance risks. Investigating potential account fraud risk, credit risk accounts, Identity theft, and concession abuse. Worked with international banks, account closures, and reinstates.

Back Office - Email and phone charge inquiries. Identifying Unknown charges for customers such as billing inquiries, tax inquiries, Refund Inquiries, retro charge, chargeback Inquiries, and assisted customers with login details to account access. Became an SME in this role and have experience in new hire training for this role of which most of them became permanent in this role.

Contact: Manager: Matthew Makoni +278********) Team Leader: Warren McKnight +278*********

SKILLS

SaaS Email Support Phone Support Microsoft Office

Google drive and Google docs Business Analytics

WFH/Remote work expert Empathy Data-driven

Adaptability Quality Assurance (QA)testing Patient Problem-solving Self-disciplined Good time management Organizational skills Service orientated Creative

Team player Zendesk Support Zendesk Knowledge Base Regression Testing Scrubs Jira Jira Ticketing

Global Tracking Monitoring Operation Training

Customer Support Training CSAT & NPS Detail - Oriented Highly Motivated Billing Credit risk Compliance

API knowledge FTP knowledge UI Training

Email Support Experienced remote worker

Experience in CSM work Account Portfolio Management LANGUAGES

Endlish

Native or Bilingual Proficiency

Afrikans

Full Professional Proficiency

CERTIFICATES

Work short course - Certified Marketing Technologist (04/2019) Work short course -Mobile Certification (01/2019)