Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Andrea Bansil

Colorado Springs

Summary

Experienced Customer Service Representative with over a decade of expertise in enhancing customer satisfaction. Proficient in account investigations, fraud resolution, and managing CPG, and eCommerce accounts. Skilled in client support and operational processes, with a strong focus on process improvement and optimizing service delivery. Committed to delivering efficient solutions, and elevating the customer experience.

Overview

13
13
years of professional experience

Work History

Fraud and Identity Specialist (Contract)

Instacart
03.2025 - Current
  • Identify fraud patterns and conduct investigations to prevent fraudulent or suspicious activities involving Instacart Shoppers
  • Manage a queue of inbound customer appeals, prioritizing cases effectively to ensure timely resolutions
  • Identify opportunities for process improvements and drive tasks to full resolution
  • Review live and historical data in Salesforce and Veriff to identify inconsistencies and address potential risks in the identity verification process
  • Perform repetitive operational tasks with precision while proactively identifying areas for process optimization

Care Agent

Ibotta, Inc.
10.2019 - 03.2025
  • Reviewed and analyzed over 100 customer email inquiries weekly related to CPG, eCommerce, and fraudulent transactions, while also identifying technical issues that required resolution within the mobile or browser app
  • Maintained awareness of technical systems and capabilities in order to research, track, and follow up on account issues
  • Utilized Zendesk to respond to inquiries and track progress on technical troubleshooting
  • Monitored social media accounts and responded to questions, increased visibility, and met with marketing teams to plan media campaign promotions
  • Investigated suspected fraud on accounts; deactivated accounts of persons found committing fraud through reviewing accounts, transaction history, and receipts
  • Participated in test groups and special projects, providing feedback on workflow changes and program updates to improve processes and enhance efficiency
  • Cleared eCommerce affiliate tools weekly to ensure customers were properly credited for their purchases and that Ibotta received the appropriate commission

Student Monitor

Ridgeview Elementary School
08.2017 - 06.2018
  • Supported 20+ students during classroom transitions and ensured smooth movement between lunch and recess periods
  • Maintained a clean and organized classroom and common areas, promoting a safe learning environment
  • Enforced school policies to maintain security and student safety; applied conflict resolution strategies to resolve student disagreements

Health and Fitness Coach

TeamBeachBody
02.2012 - 10.2016
  • Guided clients in achieving their fitness and nutrition goals by recommending tailored programs that matched their individual lifestyles
  • Engaged with customers via phone, email, and social media to provide support, accountability, and product recommendations
  • Demonstrated fitness routines and techniques from company-curated programs and marketed services to attract new clients

Education

High School Diploma -

Warren Township High School
01.1996

Some College (No Degree) - General Studies

College Of Lake County
Grayslake, IL

Skills

  • Retail Sales
  • Process Improvement
  • Marketing
  • Account Investigation
  • Operational Procedures
  • Microsoft Office Suite
  • Data Entry
  • Zendesk
  • Customer Service
  • Technical Troubleshooting
  • E-commerce Platforms: Impact Radius, Commission Junction, Button, Partnerize
  • Social Media Management
  • Salesforce
  • Google Suites
  • Veriff
  • Remote experience
  • Fraud Prevention

Timeline

Fraud and Identity Specialist (Contract)

Instacart
03.2025 - Current

Care Agent

Ibotta, Inc.
10.2019 - 03.2025

Student Monitor

Ridgeview Elementary School
08.2017 - 06.2018

Health and Fitness Coach

TeamBeachBody
02.2012 - 10.2016

High School Diploma -

Warren Township High School

Some College (No Degree) - General Studies

College Of Lake County

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Andrea Bansil