Juli Geddes

About

With a Bachelor's degree in Sociology from the University of Oregon, I have cultivated a diverse career in customer service and management. Currently, I serve as a Disputes Specialist at Cash App, where I support customers and internal teams with complex account issues and disputes. Previously, I managed escalations at Cash App, honing my skills in complaint resolution and compliance. My experience also includes roles as a Customer Experience Manager at Feast Food Company and Taphouse and Social Media Manager at The Vault Taphouse, where I led teams, managed events, and enhanced customer satisfaction. Earlier in my career, I worked as a Customer Service Representative at Geddes Insurance Services and a Technical Support Specialist at the University of Oregon, where I developed strong problem-solving and communication skills. My career is marked by a commitment to improving customer experiences and operational efficiency.

Experience

• Disputes Specialist · Cash App09-01-2024

  Support customers and internal teams with issues related to account onboarding, reviews, and high-risk activities, including account takeovers and disputes. Carefully examine claims flagged for errors, ensuring all information is accurate and complete before processing. Engage with Marqeta network partners to resolve complex dispute cases, facilitating effective communication to address and rectify issues. Assist customers in understanding the dispute process, timelines, and potential outcomes by offering clear and empathetic communication. Identify patterns in claim errors and collaborate with team members to develop and implement strategies to reduce such occurrences, enhancing overall efficiency. Address customer inquiries related to disputes via email, providing clear and timely information.

• Manager Escalations Specialist · Cash App09-01-2023 – 09-01-2024

  Handled Tier 2 Complaint Escalations via in-app messaging, voice, and email, ensuring timely and compliant resolutions. De-escalated tense situations with dissatisfied consumers, maintaining high composure and strong communication skills. Conducted Deep Dive Analysis on root causes of complaints to assist in corrective actions and reduce escalations. Trained on and adhered to all Complaint Handling compliance procedures, ensuring compliance with federal and state regulations. Partnered with cross-functional teams to enhance the Cash App customer experience and address systemic issues. Led team engagement by scheduling, organizing, and coordinating engagement events to improve KPIs and boost team morale.

• Customer Experience Manager · Feast Food Company12-01-2022 – 08-01-2023

  Oversaw a team of bartenders, including scheduling, training, and performance management. Redesigned website to proactively answer customer inquiries and highlight various events and promotions. Handled on-site event management, troubleshooting issues in real-time to ensure a seamless guest experience. Developed and maintained event timelines and schedules, ensuring all activities occurred on time and as planned. Implemented and adhered to customer response procedures in order to maintain high customer satisfaction. Developed teamwide training to reduce common mistakes and improve customer experience. Managed all social media channels, which included developing content plans, responding to customer inquiries, and responding to customer reviews.

• Taphouse and Social Media Manager · The Vault Taphouse04-01-2021 – 12-01-2022

  Oversaw a team of bartenders, including scheduling, training, and accountability. Filled in as bartender when needed to provide the smoothest customer experience possible. Resolved disputes with unsatisfied patrons to prevent losing customers. Managed inventory and ordering, reducing waste due to over-ordering. Developed teamwide training to reduce common mistakes and improve onboarding experience. Acted as business liaison to coordinate with other local businesses interested in event partnership and inventory. Oversaw all social media channels, including creating content plans, responding to customer inquiries, and keeping tabs on general business sentiment. Managed end-to-end event planning for corporate, private, and non-profit events, ensuring all logistics were executed flawlessly.

• Customer Service Representative · Geddes Insurance Services10-01-2019 – 04-01-2021

  Responsible for offering information and advice to customers signing insurance policies, including troubleshooting. Handled customer inquiries via phone, mail, and social media. Trained on responsibility handling Personal Identifiable Information while updating customer insurance records. Created mail intake system to reduce customer wait time. Acted as administrative assistant for the Insurance Firm owner, scheduling meetings, organizing events, and ensuring operational efficiency. Carried out administrative duties such as filing, typing, copying, scanning, and day-to-day business duties.

• Technical Support Specialist · University of Oregon11-01-2018 – 10-01-2019

  Successfully handled technical support cases in person, as well as via phone and email. Diagnosed vague customer inquiries by following standardized troubleshooting procedures. Consistently exceeded KPI’s and coached peers to improve overall customer satisfaction. Ensured accurate ticket notes were maintained, providing insight into types of customer inquiries and inventory management.

Education

• University of OregonBachelor's, Sociology

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