Shannon Schweinsburg
Omaha
Summary
Accomplished Operations Expert with over 13 years at PayPal, excelling in complaint management, resolution, and de-escalation expertise. As a PayPal Working Capital Subject Matter Expert, I specialize in swiftly resolving high-stakes customer complaints, achieving a 20% reduction in processing time by streamlining reports and reducing recontacts through strategic de-escalation techniques. Skilled in collaborating with leadership to implement merchant-focused solutions that retain revenue and ensure compliance. Passionate about transforming complex issues into lasting partnerships, delivering exceptional outcomes in high-pressure environments through proactive problem-solving and team mentorship.
Overview
17
17
years of professional experience
Work History
Business Support Special Ops Senior Agent
PayPal Inc.
Omaha
09.2018 - Current
- Spearheaded the transition of Research and Escalation Team (RET) operations from a closing partner site to BSSO Senior Agents, creating new RET roles and increasing team capacity from 3 to 10 agents while maintaining high service levels for top-tier clients.
- Designed and implemented a vetting and training process for BSSO Backup Agents, incorporating weekly coaching and call-listening sessions, resulting in sustained agent proficiency and operational continuity.
- Streamlined escalation handling for frontline agents, executive escalations, global partners, and Customer Success Managers, achieving 100% SLA compliance through Outlook reminder systems and updated Standard Operating Procedures (SOPs).
- Revamped outdated SOPs by replacing fragmented Word document notes with clear, accurate work instructions, improving process efficiency and agent performance.
- Contact: Michael Miller - jessesmith@paypal.com
Interim Payflow Gateway Support Team Leader
PayPal Inc.
Omaha
06.2021 - 10.2021
- Developed a PET Ticket queue system for Payflow Support Agents, reducing response times from over 2 weeks to within 72 business hours, lowering repeat contact rates by 15%.
- Fostered a collaborative team environment by promoting a growth mindset through group discussions on 7 Habits of Highly Effective People, driving agent engagement and process improvement submissions.
- Advocated for merchants and team members by partnering with Global Customer Support leadership to refine call and email handling processes, ensuring accurate survey results and enhanced merchant satisfaction.
- Created a Senior Agent Distribution List for ticket updates and escalations, eliminating redundant work and improving tracking consistency.
- Contact: Michael Miller - jessesmith@paypal.com
Business Support Special Ops Intern
PayPal Inc.
Omaha
06.2018 - 08.2018
- Mastered PayPal Working Capital tools and escalation processes, collaborating with Senior Agents to develop standardized talking points for stacking declines, reducing recontact rates and improving Key Driver Indicators (KDIs).
- Partnered with senior leadership to create standardized email signatures and templates stored in a SharePoint BSSO folder, enhancing consistency in agent communications.
- Contact: Michael Miller - jessesmith@paypal.com
BSS L2 / PSS Mentor
PayPal Inc.
Omaha
09.2017 - 06.2018
- Reduced Name Change request backlog from over 6 months to 1 week by collaborating with global partners and refining SOPs for document verification.
- Mentored new hires and upskill agents using BBC coaching and call shadowing, providing actionable feedback to leadership that improved agent performance and informed business-wide training enhancements.
- Delivered training sessions on proactive merchant education, payment holds, and de-escalation, empowering frontline agents to adopt a business-centric perspective and improve customer interactions.
- Contact: Stef Mull - smull@paypal.com
Top Customer / New Member Mentor
PayPal Inc.
Omaha
11.2014 - 09.2017
- Mentored new hire agents to achieve frontline excellence through BBC coaching, call shadowing, and calibrations, contributing to a 20% improvement in team resolve rates.
- Led an outbound call initiative targeting over 800 BillMeLater customers, collaborating with Legal to refine customer-centric talking points, resulting in updated website information, positive social media engagement, and resolved complaints.
- Developed team huddles focused on empathy, resolve rates, and de-escalation techniques, enhancing team performance metrics.
- Contact: Jon Holloway-Wallace - jholloway@paypal.com
Customer Service Senior Agent / Process Specialist
PayPal Inc.
Omaha
03.2010 - 03.2014
- Managed high-stakes escalations to mitigate legal and BBB threats, achieving a 90% de-escalation success rate through strategic communication.
- Coached frontline agents on de-escalation skills, providing resources to team leaders that supported the retention and success of at-risk agents, with 6 out of 8 agents achieving long-term success.
- Handled executive and legal complaints via phone and fax, ensuring timely resolution and compliance with company protocols.
- Contact: Brian Douthett - bdouthett@paypal.com
Customer Service Frontline Agent
PayPal Inc.
Omaha
09.2008 - 03.2010
- Managed inbound customer inquiries via calls and emails, consistently meeting Quality Delivery (QD) requirements.
- Collaborated with the Agent Assistance Line for complex issue resolution, maintaining high customer satisfaction standards.
- Contact: Curt Boe - cboe@paypal.com
Skills
- Efficient Complaint Resolution
- Process Optimization
- Stakeholder Collaboration
- Customer-Centric Solutions
- Compliance Monitoring
- Proactive Problem-Solving
- Stakeholder Collaboration
- De-escalation Expertise
References
References available upon request.
Timeline
Interim Payflow Gateway Support Team Leader
PayPal Inc.
06.2021 - 10.2021
Business Support Special Ops Senior Agent
PayPal Inc.
09.2018 - Current
Business Support Special Ops Intern
PayPal Inc.
06.2018 - 08.2018
BSS L2 / PSS Mentor
PayPal Inc.
09.2017 - 06.2018
Top Customer / New Member Mentor
PayPal Inc.
11.2014 - 09.2017
Customer Service Senior Agent / Process Specialist
PayPal Inc.
03.2010 - 03.2014
Customer Service Frontline Agent
PayPal Inc.
09.2008 - 03.2010
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