Experience

Discord

• Music

• Operations Support Analyst- Payments

  • Oct 2020 - Present

  -Lead a team of payments and fraud specialists by managing payment queues to identify, action, and take proactive measures against fraudulent transactions and account-Support cross-functional teams (CX, Safety, Engineering, Product) and act as primary point of contact for fraud and chargebacks-Analyze accounts and transactions to evaluate risk and determine fraud trends, taking action if necessary. - Manages and monitors risk assessment workflows.- Participate in both proactive and reactive efforts to measure and mitigate fraud without causing friction to the overall customer experience and impacting revenue growth. Show less

• Customer Experience Analyst- Payments

  • Jul 2020 - Oct 2020

• Customer Experience Specialist- Payments

  • Jan 2019 - Jul 2020

  - Responsible for the design and maintenance of real-time fraud rules in collaboration with ownership teams- Manage and monitor payment queues to identify, action, and take proactive measures against fraudulent transactions and accounts- Investigate and action reports from CX and Trust & Safety relating to unauthorized transactions, disputed charges, and account takeover- Develop and create documentation for policies pertaining to billing updates and ticket escalations by overseeing collaboration and proper knowledge transfer between cross-functional teams- Fight chargebacks via Stripe API by providing evidence of product usage to win back lost revenue and dispute fees- Report overall status, fraud-related events, and key performance indicators to company Show less

• Customer Experience Associate

  • Mar 2017 - Jan 2019

  - Deliver timely and accurate responses to user questions and requests.- Identify and escalate issues appropriately.- Gather feedback from users and provide actionable feedback to cross-functional partners.- Participate in social media efforts and messaging.- Monitor social efforts to ensure rapid response to emerging trends and opportunities. Keep a finger on the pulse of the community.



San Francisco State University

• United States
• Higher Education
• 700 & Above Employee

• IT Help Desk

  • Jan 2015 - Mar 2017

  -Provide technical support and customer service for diverse set of end-users -Track issues and all work performed via Footprints Service Core ticketing system -Troubleshoot and resolve software issues, escalating as necessary -Assist in documentation of the IT Services environment -Provide technical support and customer service for diverse set of end-users -Track issues and all work performed via Footprints Service Core ticketing system -Troubleshoot and resolve software issues, escalating as necessary -Assist in documentation of the IT Services environment