Lawrence Bowker

Wyldwood, TX | +1 (512) 940-9063 | email@lawrencebowker.com

Professional Summary

Customer operations specialist with expertise in high-volume technical support, billing resolution, and independent e-commerce management. Proficient in dispute resolution, fraud prevention, and policy enforcement. Proven ability to minimize financial loss and maintain high customer satisfaction ratings in fast-paced environments.

Core Skills

Dispute Resolution: Managing end-to-end claims and enforcing Seller Protection policies.
Fraud Detection: Analyzing high-value transactions to identify and mitigate risk.
Billing Operations: Troubleshooting payment failures and resolving ledger discrepancies.
Documentation: Creating audit-ready case notes and evidence logs.
Tools: NIC Payment Server, eBay Seller Hub, CRM/Ticketing Systems, MS Office/Google Suite.

Professional Experience

Independent E-Commerce Operator

eBay High-Value Gemstone & Diamond Store (Owner / Operator)

Dispute Management: Managed the end-to-end dispute lifecycle; compiled photo evidence, tracking data, and communication logs to successfully defend against invalid "Item Not Received" or "Not as Described" claims.
Fraud Prevention: Implemented strict verification protocols for high-ticket gemstone transactions, significantly reducing exposure to buyer fraud.
Policy Compliance: Ensured all listings and sales adhered strictly to marketplace Terms of Service (ToS) and shipping guidelines.
Customer Success: Achieved hundreds of 5-star positive feedback ratings by proactively communicating with buyers and resolving issues before they escalated to platform intervention.
Administration: Managed quarterly records for Texas Sales & Use Tax compliance.

Managed Support Representative

TeleNetwork

Billing Resolution: Investigated ISP billing discrepancies, explained prorated charges to customers, and authorized adjustments according to strict company protocols.
Compliance: Adhered to Service Level Agreements (SLAs) and internal knowledge base guidelines to ensure consistent, audit-ready case outcomes.
Documentation: Logged detailed interaction records to support internal audits and complex escalations.

Billing & Account Specialist

iEnergizer

Payment Support: Handled inbound billing inquiries; diagnosed payment method failures and guided customers through resolution.
De-escalation: Managed sensitive financial conversations, converting frustrated customers into satisfied accounts through clear, empathetic communication.

IT Support Specialist

Novotus

Assisted with workspace technology setup, including computer re-imaging and VoIP configuration.
Maintained meeting room AV systems to ensure uninterrupted business operations.

Warehouse Associate (Contract)

Distinctive Personnel at Kendra Scott

Verified packing accuracy for high-volume holiday fulfillment operations.
Minimized shipping errors and subsequent returns by maintaining strict quality control across thousands of daily orders.

Technical Proficiencies

E-commerce:
eBay Seller Hub, Transaction Detail Reports

Support:
NIC Payment Server, VoIP systems, CRM/ticketing software, billing admin panels

Productivity:
Microsoft Office Suite, Google Workspace

Compliance:
Basic bookkeeping and electronic tax filing