Customer Service Support

Contact

**** *** **** **

LaVista, NE *****

****57669 (Mobile)

*******@***.***

www.linkedin.com/in/cheryl-

powell-1214a171 (LinkedIn)

Top Skills

Organization Skills

Customer Service

Pencil Rendering

Certifications

Customer Service: Handling Abusive

Customers

How to Get Great Customer Service

Managing Stress

Cogito Certified Professional - Level

1 Cogician

Stop Stressing and Keep Moving

Forward

Publications

Golden Realm 1993

Cheryl Powell

Global Customer Complaint & Advocacy

La Vista, Nebraska, United States

Summary

I bring 30 years of customer service experience on the phone and in person. I am a person that is punctual, friendly and helpful. I have a passion with drawing animals, people, and etc. My hobbies include concert, collection Funko pops, and going to the movies. I am apart of a paranormal group that our primary goal is to help provide evidence of the paranormal and help out clients. Experience

PayPal

13 years 7 months

Global Customer Complaint and Advocacy

December 2023 - January 2025 (1 year 2 months)

United States

PayPal Global Customer Complaints & Advocacy team is central to resolving customer complaints that enables customers to feel heard and valued. As a Complaints Specialist I review and respond to all complaint types, both internal and external, partnering with other teams around the business, and ensuring full resolution is provided to each customer. As an Complaints Specialist, I use my expertise to complete a comprehensive investigation of a customer issue, determine the best course of action for resolution, and document your findings within our complaints. My outcomes are used to assess future product enhancements and policy changes to remove friction for customer use of PayPal.

My day-to-day role includes:

Assessment: Conduct comprehensive, high-quality investigation of customer complaints to identify the best course of action for correction and resolution. Collaboration: Build collaborative partnerships between core teams, internal stakeholders, and external partners to obtain timely and accurate resolution for customer complaints.

Ownership: Actively engage with customers through outbound calls to understand situations and keep them apprised of the resolution process as Page 1 of 5

appropriate; take ownership to resolve a customer issue and work broadly to solve problems beyond individual complaints.

Business Acumen: Proficient in organizational policies and fiduciary responsibilities to enable successful customer focus. Experience in Customer Advocacy is advantageous.

Culture: Communication, trust, and patience to strive for a first touch resolution; be able to work with other teams to come to customer centric resolutions while caring for PayPal’s business objectives. Can work independently with little guidance and is comfortable dealing with ambiguity. Communication: Ability to clearly communicate via written medium to regulators, customers, and other stakeholders. Can flex their communication style to meet the needs of the recipient of the communication. Payflow Gateway Support / PayPal Giving Fund /PayPal Powered by Braintree

July 2020 - December 2023 (3 years 6 months)

LaVista, NE

• Assisting merchants with the setup and creation of Payflow payments gateway account. Helping merchant with payment issues with their terminals and guiding them through the use of the product. Additionally support to provide trouble shooting payment declines, batch failures, technical issues, fraud preventions over the phone and via emails.

• Assisting non-profits setup business account and enroll in the PayPal Giving fund.

• Assisting Braintree Powered by PayPal. Started June 2022. Providing email assistance for customer using Braintree Powered by PayPal. Assist customers with questions and update information on account.

Business Support Specialist/ Product Site and Support 80 January 2017 - July 2020 (3 years 7 months)

La Vista, NE

• Working with merchants setting up their business PayPal accounts. Helping customer with everyday business questions about their PayPal business account. Questions about setting up buttons on their websites, making payments using virtual terminals, or using the PayPal here. Even helping customer add and edit their financials on their account. How to run reports for the end of the year for Taxes. About a shipping labels such as how to void, print, and reprint a label. Walking customers through the sight to navigate the system to help make their business run smoothly.

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Since September of 2017, I have been working on a monthly newsletter for a PayPal Business Support/Product Site and Support department. This newsletter contains fun facts and holidays with in the month. As well as exercises, fun activities,and healthy recipes.

Disputes and Claims

February 2014 - January 2017 (3 years)

La Vista, NE

• Changing to the Disputes and Claims team, I have been able to obtain helping customers setting up account. Most of all helping customer when they receive an item that is not as described or they do not receive. Helping them file disputes and even resolving the dispute.

Responding to inbound customer service request via telephone communications in an efficient and effective manner. Responding to emails inquiries in a timely matter. Review responses from sellers submitted as a result buyer’s reports a fraudulent or unfair practices. Appling the seller and buyers protection policy for case completion when appropriate. Understanding of buyer and seller protection policies, all fraud and protection services policies, as well as supporting tools. Responsible for working queues and escalations. Assuring professional solutions to all inquiries with a specific emphasis on maintaining or developing positive, long-lasting relationships with each customer. Utilizing unparalleled problem solving and conflict resolution skills day to day.

Settings Security Profile New Member Pilot team

July 2011 - February 2014 (2 years 8 months)

LaVista, NE

• Helping customer set up accounts and answer questions on How to use their PayPal account. Walking customers through the steps to make payments,. Change information, Adding Credit Cards and Bank account information, updating addresses, and password resets are a few things that I have helps customers do while being in New Member Pilot.

First Data

Customer Service Representative/Assistant Trainer

October 2009 - July 2011 (1 year 10 months)

Omaha, Ne

Authorizing transactions for United Kingdom merchants. Using the AS-400 system. Processing transactions for banks in the UK. Processing Address verifications, pick up cards, referral,over the counters and mail order transactions. Activate banks credit and debt cards for United States and UK Page 3 of 5

customers. Assisting the trainers in the new hire classes for UK Authorizations. Helping Team leads walk the floor assisting associates. Toys R Us

Back of House Specialist

March 2009 - August 2009 (6 months)

Omaha, NE

Working in the warehouse. Making sure the counts are correct on the sales floor and stock room. Making sure that the stock room locations have the correct items in the locations. Researching the outs on the sales floor to make sure the items get ordered. Stocking the floor and working the truck fright. Back stocking and pulling items as needed to fill the floor or when a big item is purchased. Additional duties are back up cashier, cart attendant, customer carry out, and janitor duties.

West Corporation

Customer Service Representative

February 2009 - March 2009 (2 months)

Omaha NE

• Was in training classes learning how to handle a call from an AT&T customer. Answering calls about how to use their phone and read the bill. Making sure that the customer is taken care of the completely the first time on ever call. Making sure all questions are answered. ADT Security Service

Emergency Dispatch Operator

October 2008 - January 2009 (4 months)

Papillion, NE

Monitoring security alarms for residence and commercial property. Calling on high and low priority signals. Making sure that the customers are taken care of. Calling the fire department or the police department when needed. Transferring calls to Customer Service or Technical Support at customers request. Making at least 8 calls an hour. With very few mistakes. Typing 50 words a minute.

Cabela's

Inventory Associate

October 2006 - October 2008 (2 years 1 month)

LaVista, NE

Using the AS-400 system to research counts and look up items. Maintains inventory accuracy in the retail stores. Assists with on going cycle count Page 4 of 5

program. Assists in correcting all activities that could adversely affect inventory accuracy such as receiving errors, register errors, etc. Assists in monitoring all exception reports. Assists in the maintenance, floor and warehouse locations. Performs other duties as assigned by management. Receiving and unloading trucks. Building pallets once they items come off the trucks. Working in the warehouse back stocking into cases and putting them on location. Using pallet jacks to move pallets from one location to the next Target

Presentation/Visual Merchandiser

February 1996 - September 2006 (10 years 8 months) Papillion, NE

Team Member Presentation / Visual Merchandisers for 8 years. Peer Trainer for 3 years. Training new employee‘s how to using a schematic and MSA/Slate for placement of fixtures and material. Also known as a Planograms. Ability to use a Tape measure. Putting up shelves and backer paper. Using a PDA, PDT or LRT to locate items in the stockroom, Sales floor and back stock items Overnight Logistics for 2-months out of the year for the past 8 years. Using a PDA, PDT or LRT to locate items in the stockroom or on the Sales floor. Back stocking items that are overstocked. Stocking shelves with product. Unloading trucks. Cashier and Service desk member of 3 years. Answering customer‘s questions by phone or in person. Helping customers locate the item they are looking for on the sales floor. Checking out customers in a timely matter. In addition, I have worked over night for 7 years working with the flow team. With job tasks for unloading trucks, pulling and back stocking in a stock room. Running a forklift, high stacker, and wave

Education

Vatterott College / Universal Technical Institute of Nebraska Certificate of Commercial Art and Design, Commercial and Advertising Art · (1994 - 1995)

Papillion-LaVista High School

High School, Art/Art Studies, General · (1991 - 1994) Page 5 of 5

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