JED DIMAAPI
San Ramon
Summary
Detail-oriented Customer Service and Complaints Specialist with over 6 years of experience in resolving complex escalations and technical issues in fintech. Expertise in managing high-volume ticket queues, investigating disputes, and collaborating with cross-functional teams to uphold quality standards. Proficient in Zendesk, Salesforce, Google Workspace, and multi-channel support across phone, email, chat, and social platforms.
Overview
13
13
years of professional experience
Work History
Customer Service Escalation Advocate
Block
01.2025 - Current
- Resolve complex escalated complaints and disputes for Square, Cash App, and Afterpay customers within internal dispute resolution and regulatory frameworks.
- Investigated account, payment, fraud, and technical issues by reviewing account history, policies, and system data, delivering timely and accurate resolutions.
- Manage multiple high-priority cases simultaneously while maintaining quality standards and empathetic communication.
- Partnered with legal, compliance, risk, product, and engineering teams to address root causes, improving customer outcomes.
- Provide guidance to frontline support teams to increase first-contact resolution and reduce repeat escalations.
- Identified complaint trends and recommended process and product improvements, enhancing overall customer experience.
- Square, Cash App, Afterpay
Senior Complaints Specialist
Upstart
San Mateo
03.2021 - 10.2025
- Managed complaint queues, ensuring compliance with response-time standards and regulatory requirements.
- Served as a subject matter expert and escalation point for complaint inquiries via email and phone.
- Analyzed complaint metrics to identify trends, driving operational improvements.
- Acted as subject matter expert and main escalation point for complex complaint inquiries via email and phone.
- Worked cross-functionally with legal, compliance, and operations teams to maintain an effective complaint program.
- Conducted training, nesting, and mentoring for team members.
Customer Experience Associate
Upstart
San Mateo
10.2020 - 10.2025
- Assisted applicants via phone, chat, and email during loan application process, ensuring timely responses and guidance.
- Identified and implemented process improvements to streamline customer experience, resulting in more efficient applicant support.
- Assisted customers with inquiries and provided timely solutions.
- Collaborated with team members to enhance customer service processes.
- Documented customer feedback for product improvement initiatives.
Part-Time Accounts Payable Specialist
Upstart
San Mateo
01.2023 - 12.2024
- Reviewed 150+ employee expense reports daily using Navan and Tipalti, ensuring compliance with company policies.
- Managed internal inquiries regarding invoices and expenses, ensuring precise coding and timely entry.
- Processed vendor invoices for timely payment and accurate record-keeping.
- Reviewed expense reports ensuring compliance with company policies and procedures.
- Managed vendor relationships to resolve payment discrepancies and inquiries.
Autonomous Vehicle Operator
Cruise
01.2020 - 12.2020
Premise Technician
AT&T
01.2016 - 12.2019
Membership Counselor
24 Hour Fitness
01.2014 - 12.2016
Sales Associate
Converse
01.2013 - 12.2015
Education
High School Diploma -
American High School
Fremont, CASkills
- Escalation Management
- Complaint Resolution
- Dispute resolution
- Customer Advocacy
- Customer Support
- Ticket Triage
- Root Cause Analysis
- Process Improvement
- Policy Adherence
- Zendesk
- Salesforce
- Slack
- Google Workspace
- Cross-Functional Collaboration
Timeline
Customer Service Escalation Advocate
Block
01.2025 - Current
Part-Time Accounts Payable Specialist
Upstart
01.2023 - 12.2024
Senior Complaints Specialist
Upstart
03.2021 - 10.2025
Customer Experience Associate
Upstart
10.2020 - 10.2025
Autonomous Vehicle Operator
Cruise
01.2020 - 12.2020
Premise Technician
AT&T
01.2016 - 12.2019
Membership Counselor
24 Hour Fitness
01.2014 - 12.2016
Sales Associate
Converse
01.2013 - 12.2015
High School Diploma -
American High School