Jayne Marie Coughlan
Social Media Specialist
eBay Inc.
eBay is an online platform where buyers and sellers come together to trade goods and services. I answer questions that are sent in via socials platforms like Facebook etc. I help our members with any concerns they have on their account and review accounts for any type of risk they may pose to the platform.
My position allows me the opportunity to communicate with different types of people from all over the world. The day to day challenge to resolve a number of concerns keeps me focused and learning all the time.
I turn on my computer and get all the windows open for the various programs I need to be able to research a number of issues on any given account. I have to organize them so they are quick to access. When I am ready, I let the computer know I would like to receive work by changing my "status" from prep time to available. Then I go into a master list of messages we have received and pull out the messages that need to be reviewed for any risky behavior. I will then review the question, research the problem, and offer the most appropriate resolution. When the questions are quick, I can address up to 13 messages an hour. On days where the questions are a bit more time-consuming, I may address 3 an hour. All depends on the members' questions and the information we can find for them. I work a 10-hour shift with three 15-minute breaks and 30 minutes for lunch. I try and work standing up and walk around frequently.
I have worked a number of jobs in my young adult/adult life. I've been a caretaker for the disabled, a bank teller/CSA, a rates analyst for a trucking company, a fast food worker, and a stay-at-home mom. I was hired to work in the international department that was starting within eBay in 2012. I answered emails in many different languages answering their concerns and getting them resolved for 5-6 years. I was transferred to the Social Media department when my original position was changed to what we call the LATAM team (Latin Americas). I was worried I wouldn't enjoy the new position (change is sometimes difficult) but with the help and guidance of my peers and my personal determination to grow, I now love what I do even more!
Right now, I am unsure where my future is headed. I am over 50 years old and would still love to go back to school to become an Attorney (my lifelong dream career). Right now, it is enough for me to enjoy my work and my many grandchildren.
I enjoy playing on my computer and making spreadsheets for fun. I print out my own stationery, as I have a few pen pals with whom I write physical letters. I go out to dinner/lunch with my friends. I enjoy coloring, writing, and paranormal investigation.
Life: Bring it! My inspirational quote is from one of my most treasured friends. He has endured so much heartache in his life, yet still chooses to be positive in everything he does.