Customer Experience & Operations Leader

BEVERLY NORRIS

CUSTOMER EXPERIENCE & OPERATIONS LEADER

Omaha, NE • 402-***-**** • ********@*****.***

PROFESSIONAL SUMMARY

Customer Experience and Operations Leader with extensive experience leading customer support teams, coaching and developing teammates, resolving complex customer and payment issues, and supporting multiple business units. Three years leading a specialty POS support team, with hands-on experience partnering with POS Payments Escalations, researching transactions, processing manual payouts and account corrections, and maintaining accurate customer balances. Proven record of team performance, merchant support, process improvement, and cross-functional leadership. Known for a One Team mindset focused on shared accountability, knowledge, collaboration, and ensuring teammates have the skills and resources to achieve business-unit goals.

CORE COMPETENCIES

Customer Experience • Team Leadership • Coaching & Development • POS & Payments Support • Escalation Management • Merchant Support • Account Reconciliation • Manual Payouts • Transaction Research • Risk Management • Fraud Awareness • Account Security • BBB & Attorney General Complaints • Global Team Collaboration • Hybrid Team Leadership • Process Improvement • Performance Management • Cross-Functional Collaboration • Microsoft Office Applications • Internet & Web-Based Tools • Networking & Technical Troubleshooting

TECHNOLOGY: Microsoft Word, Excel, Outlook, Teams and PowerPoint • Internet research and web-based applications • Email and online customer-support tools • Computer networking fundamentals • Connectivity, system and basic technical troubleshooting

PROFESSIONAL EXPERIENCE

PayPal — LaVista, NE

Customer Service Supervisor / Team Leader

• Led and coached a team of customer service professionals, keeping customer needs at the center of phone and messaging support.

• Consistently led a team that ranked within the top 20% during semi-annual and annual performance reviews through focused coaching, development, and performance management.

• Provided weekend operational support across multiple business units, serving as a point of contact for leaders and teammates needing customer, technical, and operational assistance.

• Used Microsoft applications, internet-based systems, internal support platforms, and networking/connectivity troubleshooting to research issues, communicate across teams, and support daily operations.

• Supervised a specialty team supporting POS systems and payment-related customer issues for three years, providing troubleshooting, guidance, coaching, and escalation support.

• Worked directly with the POS Payments Escalations Team to research and resolve complex payment and account issues.

• Processed manual payouts and account corrections when adjustments were required to bring customer accounts to the correct balances.

• Researched and captured pertinent transaction information to support accurate adjustments, documentation, and resolution of payment discrepancies.

• Led the group in Velocity offerings by identifying opportunities to connect merchants with products and solutions designed to help grow their businesses; achieved the maximum available payout for this performance.

• Partnered with Team Leaders, Directors, and cross-functional teams to maintain consistent processes, implement new strategies, and support business-unit objectives.

• Used behavioral-based coaching, documented feedback, reporting, and goal setting to develop teammate knowledge, skills, and performance.

• Built a One Team culture based on collaboration and shared accountability—ensuring teammates were equipped with the knowledge, skills, and resources needed to achieve business goals.

• Supported management with new process implementation and proactive strategies designed to improve customer service and the teammate experience.

• Reviewed customer interactions and reporting for accuracy, quality, compliance, and opportunities for improvement.

• Recognized and encouraged teammate success while creating an inclusive, trusting environment where employees could perform at their best.

• Evaluated complex account histories, transactions, policies, and supporting information to determine appropriate resolution options while balancing customer needs, business requirements, and risk considerations.

• Managed escalated customer complaints received through the Better Business Bureau (BBB) and state Attorneys General, conducting detailed research and partnering with internal business teams to propose reasonable, consistent, and well-supported resolutions.

• Partnered with Risk Management teams to identify and address potential account security concerns, including indicators of account takeover and fraudulent activity, and escalated concerns in accordance with established procedures.

• Successfully worked and led teams in a hybrid environment, maintaining effective communication, collaboration, productivity, and teammate support across remote and on-site settings.

• Collaborated with global teams across multiple business units, sharing knowledge, aligning processes, troubleshooting issues, and supporting consistent customer service and operational standards across locations.

Independent Delivery Driver — Uber Eats & Amazon Flex

Independent Contractor Uber Eats: 5 years

• Five years of delivery driving experience with Uber Eats, along with Amazon Flex delivery experience.

• Operate a personal vehicle to safely and efficiently complete customer food and package deliveries.

• Use smartphone applications, GPS navigation, and real-time instructions to manage pickups, routes, and drop-offs.

• Plan and adjust routes to meet delivery timeframes while navigating changing traffic and road conditions.

• Communicate professionally with customers and follow delivery instructions to support accurate, timely service.

• Manage deliveries independently while prioritizing safety, reliability, accuracy, and customer service.

ShopKo — Part Time

Head Cashier

• Counted cash drawers and ensured daily totals were accurate for each cash register.

• Handled returns and regular cashier responsibilities while resolving customer concerns.

• Made decisions on customer issues and worked toward agreeable resolutions.

Inflection — Omaha, NE

Customer Service Representative 2009–2012

• Supported customers by phone and email with questions regarding transactions and accounts.

• Worked on special projects as requested by management.

• Helped develop content for automated responses to email inquiries.

• Opened the center in the mornings and supported daily operations.

SELECTED LEADERSHIP STRENGTHS

PEOPLE LEADERSHIP

Coaching • Development • Performance Management • Recognition

CUSTOMER EXPERIENCE

Complex Issue Resolution • Escalations • Customer Advocacy

PAYMENTS & POS

POS Support • Manual Payouts • Account Corrections • Transaction Research

OPERATIONS

Multi-Business-Unit Support • Process Improvement • Cross-Functional Collaboration

EDUCATION

Metropolitan Community College — LaVista, Nebraska / Bellevue University — Bellevue, Nebraska

Bachelor’s Degree in Business Management — Coursework in progress (as listed on original resume)

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