Overview
Work History
Timeline
Hi, I’m

Aaron Weiss

OVERLAND,MO
Aaron Weiss

Overview

10
years of professional experience

Work History

Block, Inc
St. Louis, MO

Quality Assurance Lead, Risk Operations - Cash App
10.2022 - 03.2025

Job overview

  • Oversaw production and career development of nine direct reports, evaluating over 3000 cases each month across seven different verticals within Risk Operations, including payment disputes, account takeovers, identity verification, customer abuse, and others
  • Developed new tooling for monitoring agent performance, calibrating on cases, and assigning casework, partnering with our vendor Observe.AI to launch
  • Refined and established new standards for risk operations agents to align with as a means of maintaining adherence to financial regulations, particularly under Regulation E
  • Adhered to AML/BSA standards and evaluated escalation requests for SARs from teams handling elder abuse, trafficking, and money laundering
  • Utilized SQL, Observe.AI, Google Suite, Asana, Looker, and Salesforce Lightning daily
  • Completed courses involving Six Sigma/Lean Six Sigma, Quality Management Systems, and other core concepts and practices of quality
  • Received certification as a COPC Certified Professional Manager
  • Received certification as an ASQ Certified Quality Improvement Associate
  • Represented Cash App at Quality Assurance and Training Convention

Block, Inc
St. Louis, MO

Quality Assurance Specialist, Risk Operations - Cash App
06.2020 - 10.2022

Job overview

  • Developed Quality Assurance program for Risk Operations, beginning with the payment disputes and later expanding to Cash Card suspensions, account takeovers, identity verification, and peer-to-peer scams
  • Created individual scoring rubrics for each vertical that aligned with the company’s core values and performance expectations
    Individually trained all nine members of the team in a fully remote setting
  • Assisted in driving and meeting regulatory compliance expectations
  • Entrusted as one of the first two Subject Matter Experts for Risk QA, demonstrating a proficient knowledge of each vertical and leading the team through case calibrations, while also dispersing critical information to the team and leadership

Block, Inc
St. Louis, MO

Risk Operations Specialist - Cash App
03.2019 - 06.2020

Job overview

  • Resolved 400-500 cases per week, including Regulation E, Processing Error, and Service Error claims involving both Cash Card transitions and peer-to-peer payments
  • Improved strategies and tools to communicate with customers regarding their claims and forms for gathering critical information
  • Adhered to AML/BSA standards and appropriately escalated cases of potential abuse, fraud rings, trafficking and laundering
  • Top performer on the team from April 2019 through June 2020
  • Assisted with training of 20 new specialist

Block, Inc
St. Louis, MO

Customer Success Advocate - Cash App
11.2017 - 03.2019

Job overview

  • Recognized company-wide as a Top Performer in Q3 2018
  • Exceeded customer satisfaction expectations for the entire team 9 out of 11 months, and exceeded email per hour expectations 9 out of 10 months.
  • Piloted Cash App’s initial attempt at Voice Support, one of just five individuals selected to do so
  • Piloted full-time Sidekick program for new Customer Success Advocates, providing on-the-ground mentorship and training for individuals onboarding to the company
  • Piloted the Cash Risk Champions team, which included tagging individuals to do work in the risk space, giving them valuable opportunities to learn before applying to open roles

Best Buy
St. Louis, MO

Merchandising and Asset Protection Specialist
03.2015 - 11.2017

Job overview

  • Coached merchandising team and sales employees at major electronics retailer regarding product display and signage
  • Directed the successful implementation of corporate standards
  • Responsible for clear, concise daily communications to management and colleagues regarding security display standards and employee behavior

Best Buy
Charleston, SC

LG Sales Representative
10.2014 - 03.2015

Job overview

  • Achieved top sales numbers for a major electronics retailer within one month of being hired
  • Promoted to in-store representative of a global electronics brand based on demonstrated sales ability

Timeline

Quality Assurance Lead, Risk Operations - Cash App

Block, Inc
10.2022 - 03.2025

Quality Assurance Specialist, Risk Operations - Cash App

Block, Inc
06.2020 - 10.2022

Risk Operations Specialist - Cash App

Block, Inc
03.2019 - 06.2020

Customer Success Advocate - Cash App

Block, Inc
11.2017 - 03.2019

Merchandising and Asset Protection Specialist

Best Buy
03.2015 - 11.2017

LG Sales Representative

Best Buy
10.2014 - 03.2015

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Aaron Weiss