Risk Operations

PayPal Remote
Senior Specialist Credit Risk/Fraud Mitigation 2022 to Present
• Manage teammate scheduling, roles, and overall development
• Collaborate with group leaders on opportunities regarding consumer impact, coaching, in depth training
• Calibrate with peers on areas in Quality Assurance that promote improvement for the department
• Lead group assistance with mitigating risk, review of cases, and consumer interaction

PayPal Chandler, AZ
Credit Risk/Fraud Mitigation 2020 to 2022
• Mitigate fraud and risk to the company by reviewing, investigating and confirming customer account activity
• Made outbound calls to follow up on potential security risk leads detected on customer accounts
• Answered inbound inquiry calls related to customer account servicing
• Assisted colleagues with troubleshooting and best practices related to fraud mitigation

Customer Solutions Agent II 2019 to 2020
• Serviced inbound phone calls, chats, and emails to support customer account inquiries
• Provided information regarding account and debit card security
• Maintained efficient productivity and consistently achieved company metrics
• Assisted with disputing errors/fraudulent activity identified and reported by customers

Wells Fargo Phoenix, AZ 2015-2018
Premier Phone Banker and Operations Specialist
• Serviced inbound escalated contacts regarding financial concerns and service dissatisfaction
• Supported questions through a coaching queue regarding customer inquiries
• Achieved and maintained productivity and center wide sales goals
• Provided sound financial advice for new customers, high-valued customers, and potential customers
• Provided coaching and developmental assistance to consumer and premier banking departments
• Developed leadership skills through providing coaching opportunities and call calibrations alongside team supervisors
• Interim lead consumer and premier banking teams