Niamh Levins
Drogheda
Summary
Proactive and enthusiastic Customer Service Representative with extensive experience supporting customers in fast-paced ecommerce and marketplace environments. Skilled in resolving complex customer issues across multiple channels while delivering a customer-first experience and maintaining high levels of customer satisfaction. Experienced in fraud, compliance, and risk investigations, with strong problem-solving, communication, and de-escalation skills. A positive, adaptable team player who is eager to learn, improve processes, and contribute to delivering excellent customer experiences.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
eBay
08.2022 - Current
- Utilised problem solving skills to address customer queries related to shipping, products, feedback, and general questions across various communication channels such as email, chat, and phone.
- Trained and mentored employees to maximise team performance.
- Resolved issues related to international shipments by collaborating with logistics partners.
- Addressed queries concerning the authenticity of collectable items.
- Embraced a customer first approach to fully resolve customer issues while liaising with other departments when necessary.
- Strive for improvement by collaborating with leadership to implement policy changes based on feedback from both team members and customers.
Risk Operations Agent
PayPal
02.2021 - 08.2022
- Investigated complex fraud, compliance, and account security cases while maintaining high customer satisfaction and adherence to regulatory standards through live email, calls and chats with customers as well as offline cases.
- Conducted detailed reviews of suspicious transactions, account activity, and policy violations to prevent fraud and minimise platform risk
- Managed high-volume case queues while consistently meeting KPI, SLA, and quality targets in a fast-paced environment
Skills
- Fast learner
- Written and verbal communication skills
- Complaint resolution
- Outstanding customer service
- Risk assessment
- Policy implementation
- Multi-channel support
- Creative problem solving
- Logistics coordination
- Case management
- Compliance adherence
- Process improvement
Timeline
Customer Service Representative
eBay
08.2022 - Current
Risk Operations Agent
PayPal
02.2021 - 08.2022