Jessa Karam

Customer Support Operations professional with 13+ years of experience leading training, QA, escalation management, and process improvement in high-volume environments, including 6+ years supporting SaaS and software-based products in support operations and fraud investigations. Proven ability to coach teams, improve quality and productivity metrics, identify process gaps, and streamline support workflows in fully remote environments. Experienced in multichannel support operations, cross-functional collaboration, and using data-driven insights to improve customer experience, reduce risk, and scale operational performance.

Trust & Safety Analyst / Support Operations Analyst at Intuit, Inc. (2020-01 – 2026-01)

Previous title: Supportability Specialist

• Investigated complex fraud, account takeover (ATO), and customer escalation cases across SaaS and software-based financial products, using multi-source verification tools and internal systems to validate ownership, prevent unauthorized access, and support accurate customer issue resolution.
• Served as a senior support resource across multiple dedicated Slack escalation channels for high-risk investigations and customer account protection, responding to lead-tagged requests and triaging complex problem tickets from multiple queues. Coordinated secure resolutions for urgent Office of the President escalations, account recovery, ownership disputes, and fraud/ATO risks.
• Led real-time coaching and QA support for an 11-member international team, delivering concurrent video, chat, and screen-sharing support while reviewing dozens of live cases daily; improved consistency in case handling and accelerated readiness for production targets of 42 cases per day per agent while maintaining accuracy, SLA performance, and effective multichannel support operations.
• Conducted QA audits on fraud and support cases, identifying coaching opportunities and process gaps that improved case quality, strengthened compliance adherence, and reduced escalation risk.
• Investigated enforcement referral reviews with Doppel, ZeroFox, and legal stakeholders, validating referral sources, identifying unauthorized or misleading brand usage, and recommending enforcement actions using internal tools and AI-assisted analysis to protect consumers and safeguard brand integrity.
• Managed 200+ weekly account recovery cases, balancing speed and accuracy while maintaining SLA performance and secure customer outcomes.
• Managed end-to-end case lifecycle in Salesforce, including queue-based intake, investigative review, escalation handling, automated workflow triggers, and resolution tracking while ensuring SLA adherence and consistent customer outcomes.
• Used SQL/Databricks queries to research account records and support accurate case resolution; contributed to onboarding resources, SOP updates, and process documentation improvements.

Southern AZ Brewery Representative at Four Peaks Brewing Company (2013-01 – 2016-01)

• Served as a primary contact for more than 500 on-premise accounts throughout Tucson and surrounding areas, including 200 key accounts, supporting customer relationships, product education, promotional initiatives, and regional sales growth. Developed and coordinated point-of-sale (POS) advertising and promotional materials to increase product visibility and support in-account marketing efforts.
• Delivered structured product training and onboarding for industry staff and three distribution partners, improving product knowledge, service consistency, and execution across customer-facing environments.
• Collaborated with distributor partners on new product launches, promotional strategies, and regional rollout efforts across multiple customer accounts and sales channels.
• Coordinated promotional campaigns and regional marketing partnerships, including a co-sponsored KLPX Guns N' Roses concert promotion and recurring beer education sessions at Tucson Iron Chef events that increased brand visibility, customer engagement, and community outreach.

Supervisor / Lead Bartender at Wooden Nickel Tavern (2017-01 – 2019-01)

• Supervised daily operations and team performance in a high-volume environment, ensuring efficient service flow.
• Trained and onboarded new staff on service standards, procedures, and product knowledge, improving team readiness and execution across daily operations.
• Resolved customer concerns and service issues in real time while maintaining a positive guest experience in a fast-paced environment.
• Assisted with inventory, vendor coordination, and event operations during promotions and live entertainment nights.