Keith McCarthy

• Managed escalated complaints from Executives, Directors, and Senior Leadership Teams.
  Handled media threats and formal complaints from customers and regulatory bodies like the FOS, AFCA & CSSF.
  Logged all complaints into internal database while determining root causes for each issue.
  Communicated escalation positions effectively to ensure clarity and resolution.
  Provided proactive feedback on preventable complaints to enhance operational processes.
  Collaborated with colleagues under one team approach, receiving positive recognition.
  Achieved 100% quality in case work while maintaining high productivity levels.
  Strived to uphold PayPal values through teamwork and effective project involvement.

Completed SLUDGE and UK FOS Reviews monthly, escalating identified gaps for improvement.

Conducted biweekly data reviews and presentations for Business Case Studies.

Compiled comprehensive case studies with remediation recommendations focusing on customer experience.

Tracked escalated feedback to report resolutions and insights to ESVP.

Identified end-to-end customer journeys to highlight gaps and suggest remediation actions.

Participated in All Hands and Monthly Business Reviews, presenting findings on themes and trends.

Provided mentoring support through tailored development plans in collaboration with team leaders.

Ensured timely buddy reviews for new hires, addressing training gaps through feedback.

• Resolved complex merchant account issues through detailed explanations and effective solutions.
  Completed all Compliance Limitations, including KYB and KYC processes, ensuring regulatory adherence.
  Mentored new hires and supported colleagues in Merchant Support to enhance team performance.
  Conducted regular outreach on PCI Compliance, PayPal Giving Fund, and escalated merchant accounts.
  Served as primary contact for UK market's PayPal Working Capital, improving service efficiency.
  Managed ticket responses while collaborating with US back office to resolve customer issues.
  Created Jiras to track and escalate problems encountered by customers, ensuring timely resolutions.

• Assisted customers with issues related to PayPal accounts as an account specialist.
  Organised Team Learning Sessions to promote knowledge sharing within the department.
  Presented training sessions to enhance team capabilities and foster engagement.
  Led a team as Contingency Team Leader for UK Limitations, coaching new hires effectively.
  Conducted one-on-one sessions, facilitating improvement for new team members.
  I was upskilled to looking at Buyer and Seller risk. This allowed me to review accounts for Buyer and Seller risk, identifying fraudulent activities.
  Received positive feedback for performance and contributions during tenure in role.