Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Nicola Gordon

Drogheda

Summary

Results-driven Customer Care and Risk & Compliance Specialist with extensive experience in the online payments sector. Skilled in managing escalated complaints, streamlining processes, and developing training programs for new agents. Proven ability to resolve complex customer issues, enforce policies, and lead teams to ensure exceptional service.

Overview

8
8
years of professional experience

Work History

Claims Assistant

Liberty Mutual
06.2024 - Current
  • Assist in processing property claims by reviewing documentation, verifying coverage, and ensuring all required information is gathered.
  • Communicate with policyholders, adjusters, and service providers to gather necessary details, resolve issues, and provide updates throughout the claims process.
  • Evaluate and assess claim validity by analyzing the damages, reviewing policy terms, and collaborating with claims adjusters to determine accurate settlements.
  • Ensure timely and accurate claims resolution by maintaining detailed records, following up on outstanding tasks, and coordinating with relevant departments.
  • Provide excellent customer service by addressing policyholder inquiries, offering guidance on the claims process, and ensuring a positive experience throughout the resolution.

Payments by Wix 360 Expert

Wix
08.2022 - 05.2024
  • All duties as a Risk & Compliance agent.
  • Assisting users with KYC verification and resolving related issues.
  • Handling payment processing inquiries and troubleshooting issues with platforms like Stripe, Square, and Klarna.
  • Monitoring and reporting trends across payment processors on Wix.
  • Creating internal help center articles based on personal experience and agent feedback.
  • Serving as the point of contact for Risk & Compliance, Wix Payments, and Wix Stores inquiries.

Risk & Compliance Expert for Wix Payments

Wix
01.2021 - 08.2022
  • Investigate and address potential fraudulent transactions, chargebacks, and disputes, providing guidance to users throughout the process.
  • Ensure Wix sites comply with legal, regulatory, and payment processor requirements, as well as Wix’s Terms of Service.
  • Monitor and report trends in fraudulent activity across Wix Payments, flagging potential risks and compliance issues.
  • Mentor and train new Risk & Compliance agents, offering support and expertise.
  • Serve as the point of contact for Risk & Compliance queries from agents, streamlining processes like 'Care in Payments.'

Customer Care Expert

Wix
05.2020 - 01.2021
  • Provide technical support to Wix users via phone and email, offering solutions and site development advice.
  • Analyze user behavior and content to improve satisfaction and site relevance.
  • Foster positive customer relations and continuously enhance the user experience.
  • Collaborate with other departments and product teams to address user needs and improve support.
  • Assist in onboarding and training new agents, acting as the point of contact in the absence of the Team Lead

Customer Support Expert

Squarespace
11.2018 - 04.2019
  • Assist customers who run into issues with the design and function of their site.
  • Handle all customer complaints and refund requests.
  • Technical Support including Domains, DNS Settings when transferring or connecting a domain, and Custom Code issues.
  • Email & Live Chat Support using the Zendesk ticking system.
  • Assist with the training of new agents, and provide Team Lead duties when required.

Technical Support Associate

Hays / Accenture
02.2018 - 11.2018
  • Troubleshooting and resolving technical issues related to data feeds by providing guidance and consultative technical support to partners.
  • Bug management.
  • Working directly with engineers/technical team on partner technical integration.

Ads Policy Specialist/Trainer (YouTube)

Hays / Accenture
10.2017 - 02.2018
  • Review flagged videos to ensure compliance with Google policies and identify any sensitive content violations.
  • Enforce product category policies, understanding and applying restrictions based on client and regulatory guidelines.
  • Adhere to client policies, procedures, and legal requirements, ensuring compliance at all times.
  • Develop and implement solutions for assigned responsibilities, supporting Operations and Service Delivery teams.
  • Train new staff, keep them updated on policies, and act as the point of contact in the absence of the Team Leader.

Education

Certificate - Barbering

Knights School Of Barbering
Dublin
01-2018

HND - Music Management

Ballyfermot College of Further Education
Dublin, Ireland
01-2014

Skills

  • Strong customer support, customer relationship management, and multitasking abilities
  • Conflict resolution and escalation management
  • Team leadership and training material development, with a tailored approach for different learning styles
  • Excellent planning, coordination, and organizational skills
  • Proficient in MS Office and Adobe products; PhotoShop & Illustrator
  • Skilled in Squarespace & Wix web design; knowledgeable in KYC verification

Hobbies

  • Hiking
  • Wild Camping
  • Running & Gym

Timeline

Claims Assistant

Liberty Mutual
06.2024 - Current

Payments by Wix 360 Expert

Wix
08.2022 - 05.2024

Risk & Compliance Expert for Wix Payments

Wix
01.2021 - 08.2022

Customer Care Expert

Wix
05.2020 - 01.2021

Customer Support Expert

Squarespace
11.2018 - 04.2019

Technical Support Associate

Hays / Accenture
02.2018 - 11.2018

Ads Policy Specialist/Trainer (YouTube)

Hays / Accenture
10.2017 - 02.2018

Certificate - Barbering

Knights School Of Barbering

HND - Music Management

Ballyfermot College of Further Education

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Nicola Gordon