Amanda Castilla
El Paso
Summary
Results-driven Account Management and Fraud Prevention Specialist with proven expertise at Apple in leveraging data analytics (SQL, Tableau) to optimize client outcomes and operational processes. Excels at translating complex insights into strategic implementations that enhance system accuracy, mitigate risk, and drive measurable efficiency gains. Known for building cross-functional partnerships to deliver seamless account management, ensure compliance, and implement scalable solutions that balance fraud prevention with exceptional customer experience.
Overview
11
11
years of professional experience
Work History
Fraud Prevention Specialist
Apple
Austin
06.2024 - 12.2024
- Utilized SQL daily to query and analyze large datasets from Apple's extensive database, identifying emerging fraud trends and irregularities within Developer and App Store Customer accounts.
- Conducted independent research to process and generate detailed fraud reports, helping to pinpoint targeted content and specific patterns of fraudulent activity.
- Wrote complex SQL queries to extract, filter, and manipulate data, enabling effective identification of accounts violating App Store Guidelines.
- Actively monitored and took appropriate action against Developer and App Store Customer accounts found to be in violation, ensuring compliance with platform policies and mitigating risks to the user base.
- Leveraged Tableau to visualize and graph App Developer data, creating intuitive dashboards that highlighted key fraud trends and provided actionable insights for the fraud detection team.
- Collaborated with cross-functional teams to refine data models and reporting processes, improving overall fraud detection accuracy and operational efficiency.
Fraud Analyst
SonderRemote
Austin
10.2021 - 02.2024
- Led high-risk payment investigations at SonderRemote.
- Frequently used SQL database to adeptly manage and swiftly retrieve customer data.
- Facilitated faster dispute resolutions by organizing credit evidence.
- Ensured high account standards via thorough credit and background checks.
- Enhanced fraud detection by analyzing guest data.
- Boosted resolution efficiency by streamlining credit dispute processes.
- Initiated a predictive analytics model to foresee fraudulent trends.
- Streamlined fraud analysis processes, enhancing detection speed and accuracy.
- Reduced financial risks by implementing stringent verification checks.
- Monitored transactional data to identify and address anomalies swiftly.
Senior Support Specialist
Favor
Austin
10.2019 - 04.2021
- Spearheaded OMNI-channel support initiatives via Email, SMS, and Chat.
- Implemented creative solutions to real-time challenges.
- Collaborated with various departments to enhance processes.
- Maintained high-quality service while multitasking.
- Gracefully managed difficult situations.
- Provided empathetic support, resolving complex issues with a high success rate.
- Analyzed customer interactions to refine support strategies.
- Help develop new methods for issue resolution, enhancing team agility.
- Ensured adherence to service standards during high-volume periods.
- Mentored junior staff, fostering a culture of service excellence.
- Optimized multi-channel support efficiency, reducing resolution time.
Customer Service Advocate
Trusource Labs
Austin
10.2018 - 03.2019
- Streamlined customer-engineer communication, enhancing resolution efficiency.
- Ensured customer satisfaction during warranty and order inquiries.
- Handled complex tech support for cloud-based home security systems.
- Evaluated customer feedback, guiding product enhancements.
- Fostered a supportive environment, boosting team morale and customer relations.
Fundraiser Coordinator
HighWater USA
Austin
08.2018 - 12.2018
- Championed fundraising efforts at HighWater USA, demonstrating persuasive and authoritative leadership.
- Instituted forward-thinking payment processing solutions, reflecting a results-oriented mindset.
- Oversaw customer donation accounts with supportive and collaborative management.
- Guaranteed prompt payments, consistently meeting team objectives.
Customer Service Agent
Southwest Airlines
Austin
08.2017 - 01.2018
- Managed high-volume ticketing operations with accuracy.
- Enhanced customer satisfaction by swiftly resolving flight disruptions.
- Implemented efficient check-in processes, reducing wait times.
- Maintained high customer satisfaction levels through effective problem-solving.
- Streamlined check-in procedures, boosting efficiency and customer satisfaction.
- Ensured accurate transaction balancing, enhancing financial accountability.
- Provided empathetic support during service disruptions, preserving brand integrity.
Customer Assistance Representative
American Airlines
Austin
08.2016 - 08.2017
- Resolved passenger issues promptly, ensuring high satisfaction.
- Spearheaded a team to enhance check-in efficiency.
- Introduced innovative solutions to improve passenger experience.
- Verified travel documents to maintain compliance and security standards.
- Assisted passengers with inquiries, ensuring a seamless travel experience.
- Delivered outstanding customer service, fostering positive feedback.
Transportations Security Administrations Officer
Transportation Security Administration
Austin
08.2013 - 08.2016
- Managed advanced screening technology to detect hazardous items.
- Prevented potential threats from entering aircrafts.
- Maintained high vigilance in high-pressure situations.
- Decisively acted in both routine and crisis scenarios.
- Ensured safe air travel for thousands of passengers.
- Evaluated security threats to develop effective response strategies.
- Trained new officers, fostering a skilled and knowledgeable team.
Education
Certification - Web Development
University of Texas Coding Bootcamp
Austin, Texas08.2020
Skills
- Microsoft Office
- cybersecurity
- Tableau
- Fraud investigation
- Transactional data analysis
- Fraud reporting
- SQL querying
- Data visualization
- Transaction analysis
- Risk assessment
- Customer relationship management
- Cross-functional collaboration
- Attention to detail
- Fraud detection techniques
- Fraud prevention strategies
- Microsoft Excel proficiency
References
- Alex Sheaf, Sonder, Alex.Sheaf@sonder.com, (514)-243-4405
- Mike Robinson, Sonder, Mike.Robinson@sonder.com
- Aaron Gottschalk, Apple, agottschalk@apple.com, (408)783-5727
Timeline
Fraud Prevention Specialist
Apple
06.2024 - 12.2024
Fraud Analyst
SonderRemote
10.2021 - 02.2024
Senior Support Specialist
Favor
10.2019 - 04.2021
Customer Service Advocate
Trusource Labs
10.2018 - 03.2019
Fundraiser Coordinator
HighWater USA
08.2018 - 12.2018
Customer Service Agent
Southwest Airlines
08.2017 - 01.2018
Customer Assistance Representative
American Airlines
08.2016 - 08.2017
Transportations Security Administrations Officer
Transportation Security Administration
08.2013 - 08.2016
Certification - Web Development
University of Texas Coding Bootcamp