Paola - Customer Service Representative

Demonstrated experience with Performance Coaching and KPIs.

Demonstrated experience with Customer Service.

Demonstrated experience with Team Leadership.

Demonstrated experience with Time Management.

Demonstrated experience with Multitasking.

Assisted Credit Karma members through phone, chat, and email with a wide range of account-related inquiries while delivering accurate, empathetic, and efficient customer support.. Guided members through the process of linking and managing external bank accounts, troubleshooting connection issues and ensuring successful account verification.. Reviewed identity verification (KYC) documentation and assisted members throughout the Money Checking and Savings account opening process, ensuring compliance with company policies and regulatory requirements.. Processed debit card requests, replacements, and cancellations, while providing members with information regarding card activation, shipping status, and account security.. Updated customer account information, including address changes and personal profile details, while maintaining data accuracy and protecting sensitive financial information.. Escalated complex account verification, payment, or fraud-related concerns to specialized departments following established compliance and security protocols.

Assisted SoFi members via phone and chat throughout the personal loan application process, providing guidance on application requirements, documentation, and next steps while delivering an exceptional customer experience.. Reviewed and verified financial and supporting documentation to ensure loan applications were complete, accurate, and met company policies and compliance requirements for underwriting review.. Identified missing, inconsistent, or incomplete information within loan applications and worked directly with applicants to obtain the required documentation, helping facilitate timely loan approval decisions.. Collaborated closely with Underwriting, Verification, and other cross-functional teams to review complex documentation, resolve application discrepancies, and gather additional information when required.. Maintained accurate records of customer interactions, document reviews, and case progress while handling sensitive financial and personal information with strict confidentiality and adherence to SoFi security standards.. Investigated and resolved customer inquiries related to personal loan applications by analyzing account information, verifying documentation, and providing accurate, policy-compliant resolutions.

Handled inbound customer interactions via phone, email, and chat, providing comprehensive support to both Lyft drivers and riders.. Assisted drivers with general account support, billing inquiries, trip fare adjustments, and payment resolutions related to completed rides.. Investigated and resolved membership and subscription issues involving third-party platforms linked to Lyft, ensuring accurate billing and account synchronization.. Supported riders by resolving payment disputes, overcharge claims, trip cancellations initiated by drivers or passengers, and account-related concerns.. Educated customers on Lyft policies, payment processes, and available self-service options to improve their overall experience and reduce repeat contacts.. Collaborated with internal departments to investigate complex billing cases, payment discrepancies, and escalated customer concerns while maintaining high customer satisfaction.

Served as the primary Subject Matter Expert (SME) for Lyft products, policies, and procedures, providing accurate guidance on complex customer inquiries, billing disputes, payment issues, and account-related concerns.. Delivered real-time support to frontline agents through chat and floor assistance, helping resolve escalated cases, clarify policies, and ensure consistent, accurate, and compliant customer interactions.. Partnered with Operations, Training, and Quality Assurance teams to identify knowledge gaps, communicate process updates, and reinforce best practices across the team.. Assisted in onboarding and training new hires by facilitating knowledge transfer sessions, explaining workflows, demonstrating system navigation, and providing ongoing support during nesting periods.. Conducted side-by-side coaching, call and chat reviews, and floor support to improve agent performance, policy adherence, customer experience, and first-contact resolution.. Monitored emerging trends, recurring customer issues, and process challenges, providing feedback and recommendations to leadership to improve workflows, documentation, and operational efficiency.

Led the daily operations of a team of customer support representatives, ensuring adherence to key performance indicators (KPIs), service level agreements (SLAs), attendance, schedule compliance, and quality standards while maintaining high team engagement.. Conducted regular one-on-one coaching sessions, performance reviews, and action plans to improve individual performance, customer experience, productivity, quality scores, and overall team development.. Monitored real-time performance metrics, service levels, customer satisfaction (CSAT), quality assurance (QA) results, and operational trends to identify opportunities for improvement and implement corrective actions.. Partnered with Operations Managers, Quality Assurance, Training, and Workforce Management teams to identify knowledge gaps, improve agent performance, and implement process improvements that increased operational efficiency.. Provided ongoing support, guidance, and mentorship to team members by answering policy and process questions, reinforcing best practices, and promoting a culture of accountability and continuous improvement.

Handled inbound customer interactions via phone, email, and chat, providing comprehensive support to both Lyft drivers and riders.. Assisted drivers with general account support, billing inquiries, trip fare adjustments, and payment resolutions related to completed rides.. Investigated and resolved membership and subscription issues involving third-party platforms linked to Lyft, ensuring accurate billing and account synchronization.. Supported riders by resolving payment disputes, overcharge claims, trip cancellations initiated by drivers or passengers, and account-related concerns.. Educated customers on Lyft policies, payment processes, and available self-service options to improve their overall experience and reduce repeat contacts.. Collaborated with internal departments to investigate complex billing cases, payment discrepancies, and escalated customer concerns while maintaining high customer satisfaction.