trust safety analyst resume example with 14+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Professional Summary
Seasoned Risk Analyst with 10+ years of comprehensive experience identifying and analyzing areas of potential risk for internal and external customers. Excellent quantitative and critical thinking abilities paired with basic knowledge of querying data and CRM tooling.
Trust & Safety Analyst, 12/2018 to Current American Express – Nashville, TN,
Conducts deep dive investigations to discern trends in fraudulent activity and recommend solutions to enhance job search experience for millions of users
Maintains safety and security of job seekers by removing 100+ fraudulent job postings each month
Streamlined various procedures to elevate overall efficiency, increasing daily tickets completed by 30% while saving dozens of hours in monthly labor
Delivers project requirements with clear communication skills, crafting innovative strategies to ensure complete client satisfaction and meet nearly 100% of deadlines
Communicates findings effectively to diverse group of cross-functional partners in order to affect positive change and fix integrity gaps
Partners with internal experts to build a deep understanding of how, where, and why diverse forms of abuse occur on the platform, whether at scale or through escalations
Interacted with 40 daily callers, helping individuals resolve a variety of account or technology issues
Employed a respectful tone and calm demeanor to de-escalate frustrated clients and facilitate swift return to normalcy, culminating in 20% increase in average customer review
Reserved detailed records, coordinating with Disputes team to pinpoint areas for improvement
Prepared a variety of different written communications, reports and documents to ensure smooth operations
Disputes Specialist, 06/2008 to 01/2016 Netspend Corporation – City, STATE,
Examined thousands of lines of data to identify illegal transactions or accounts, recovering $20K in disputed charges each month, and several millions of dollars over position term
Cooperated with hundreds of diverse customers, addressing inquiries, answering questions, and providing outstanding service each day
Handled hundreds of thousands of dollars in annual finances, blocking and releasing funds when needed to certify 100% security across all accounts
Analyzed, researched and resolved payment claims within required timeframes
Quality Assurance Analyst, 01/2007 to 01/2008 Netspend – City, STATE,
Created and achieved product quality objectives and met product specifications
Fixed identified issues to improve workflows
Wrote and maintained detailed internal documentation on developed systems
Monitored completed work and provided feedback to improve team member performance
Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas
Education
Master of Science Adolescent: Psychology, Expected in 07/2011 to Capella University - Minneapolis, MN GPA:
Bachelor of Science Marketing: , Expected in 05/2002 to Southern University And A & M College - Baton Rouge, LA GPA:
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