Craig P.

About Craig P.

WHO I AMI am passionate about championing programs, processes, and initiatives that maximize the customer experience.WHAT I DOI have worked for large and startup organizations to minimize risks and maximize customer satisfaction. At OfferUp, I investigated fraud, trust, and safety-related concerns before being promoted to customer support escalations manager. As such, I managed a 7-member team to handle law enforcement requests. At Mercari, I oversee a four-member team to resolve 150+ complaints per week, exceeding SLA goals. As head of customer support at Inkitt, I lead a four-member team to answer to 1,200 tickets per week.SELECTED ACHIEVEMENTS• Increased customer satisfaction rate from 80% to 93%(Oct 2022 to Apr 2023).• Elevated SLA from 40% to 98%(Oct 2022 to Feb 2023).• Decreased outage resolution from days to hours and provided customer input that led to creation of a monthly subscription, resulting in subscribers in three months.• Decreased complaint response time from 10 to 1.5 days and exceeded SLA goals with 95% of tickets answered within 24 hours.• Reduced complaints by 10% MoM and increased SLA by 25% for supervisor requests.• Reduced chargeback related by losses by 13% and reduced team ticket volume by 20%.• Aided in creating and implementation of workflows, reducing 90% of T2 workload.• Recognized as Top Performer; resolved eight fraud instances per day, achieved a 2% reconnect rate and 95% in investigation quality.

Experience

1. Head of Customer Support

   Sniffspot

   Sep 2025 — Present

Education

• Southwestern Oregon Community College

  Psychology and Business

  2009 — 2010