Product
Provides Web and Mobile help for customers via FAQs and workflows.
What is Help Center ?
Leads Process Reimagination
Chris Jensen
Supports IVR
Nuance
SLT leader supports Global Internal Controls & Complaints Center of Excellence
John Rainey
Manages documents uploaded by customers and allows retrieval by downstream channels for reference
What is DMS ?
Proactive outreach to customers to alert them of issues on their account. Notices are sent via IVR, SMS, FB Messenger.
What is Outbound Notification?
Responsible for GCS Strategy / Business Transformation
Jim Dabroi
Supports Web Help
Elastic
PayPal Core Value that focuses on Trust and Integrity
Collaboration
Drives recommendations on service solutions when customers reach a channel.
What is Decision Platform?
The Suite leveraged in front and back office to increase efficiency and perform mass actions
What is APS?
Responsbile for Servicing
Molly Huyck
Support Chat
Genesys
Founded Boku, a carrier billing company in the world
Mark Britto
Enterprise level database providing a single source of truth with tokenized and tagged content for use across all customer and teammate experiences
What is Enterprise Content Management ?
Offers online help to determine the customer’s intent and provide self-service capabilities where possible
What is a BOT Platform?
Chief of Staff for Ellie
Daragh MacAogain
Supports Reporting
Microstrategy
PayPal's white label mobile wallet solution
What is Paydiant ?
Cultivates and provides context and intent data to channels to help improve effectiveness and reduce redundancy
What is Omnichannel ?
Provide digital and voice technologies to reduce operational costs for the Global Customer Organization (GCO), which supports all of PayPal’s consumers (300M+) and businesses (22M+)
What is Customer Success Platform?
Leads the newly formed Venmo Customer Experience Strategy under Amy Hannesson.
Tim Thornton
Supports RAC
VHT
The platform analyzes and interprets consumer behavior across hundreds of merchant sites to learn consumer preferences and provides simple to use solutions for merchants to leverage these insights
What is Jetlore ?
Provides visibility into where the customer is in the overall PayPal ecosystem to allow for personalization
What is Customer Journey ?