Kenya Montano

Customer Service and Operations Leader with 20+ years of experience supporting high value accounts in regulated, performance-driven environments. Proven escalation specialist with deep expertise in dispute resolution, compliance, quality assurance, and cross-functional collaboration. Recognized for driving operational excellence, supporting backlog reduction, mentoring peers, and maintaining broker satisfaction through clear communication and decisive problem-solving.

Ready to step into a people-leadership role with a strong foundation in accountability, performance management, and continuous improvement.

POS Technical Specialist - StubHub

(2024-07 - 2026-03)

• Serve as a primary escalation point for complex broker, seller, dispute, and fulfillment cases involving high-value accounts.
• Review proof of transfer, transaction data, and documentation to ensure policy compliance and risk mitigation.
• Partner with Disputes and Fulfillment teams to reduce case backlogs and improve resolution turnaround times.
• Analyze POS workflows and system discrepancies, recommending corrective actions to improve operational efficiency.
• Communicate professionally with sellers and brokers regarding escalations, timelines, and resolutions.
• Collaborate cross-functionally with Operations, Product, and Engineering to enhance broker experience and service quality.

Quality Assurance Analyst (Visa Fraud) - Chime / VXI Global Solutions

(2017-09 - 2023-11)

• Reviewed fraud, dispute, and risk-related cases to identify potential policy violations, process gaps, and compliance concerns.
• Conducted detailed quality audits in alignment with Visa regulations, internal procedures, and fraud operations standards.
• Analyzed case trends, alert outcomes, and performance metrics to support risk reduction, process improvement, and operational accuracy.
• Prepared detailed quality reports and compliance insights for leadership review, including findings tied to case handling, SLA performance, and procedural adherence.
• Led calibration sessions to ensure consistent scoring, evaluator accountability, and alignment across fraud operations teams.
• Escalated high-impact case concerns and supported preliminary reviews of sensitive fraud-related matters with accuracy and confidentiality.

Geek Squad Agent - Wipro / Geek Squad

(2012-06 - 2016-10)

• Provided technical support for customers needing help with computers, mobile devices, home technology, and other consumer electronics.
• Asked questions, listened closely, and documented customer issues to recommend the best troubleshooting or service options.
• Explained technical problems in simple, customer-friendly language, including repair, replacement, and setup guidance.
• Partnered with other Geek Squad agents and support teams while following company procedures for documentation, privacy, and service quality.