Avana Molden
Dallas
Summary
Experienced customer service fraud analyst with a proven track record of success. Seeking an opportunity to leverage my expertise in identifying and investigating fraudulent activities to make a meaningful impact and contribute to corporate goals. Skilled in data analysis, implementing preventative measures, and collaborating with cross-functional teams for optimal customer satisfaction and protection. Detail-oriented with excellent problem-solving skills, committed to delivering exceptional results in a fast-paced, dynamic environment.
Overview
6
6
years of professional experience
Work History
Senior Fraud Analyst-Accounting Liaison
Chewy
01.2024 - Current
- Address all accounting inquiries, including sales tax calculations, process refund checks, and apply tax exemptions for rescues and government organizations
- Utilize advanced proficiency in Excel and Smartsheet to design and implement multiple reports that enhance data-driven decision-making within the fraud department
- These reports provide actionable insights into fraud trends, performance metrics, and key indicators, empowering stakeholders to make informed decisions
- Review and respond to all transactional disputes on behalf of the enterprise in Paymentech, American Express, PayPal and Braintree platforms
- Identify, investigate, and define emerging fraud trends and escalate any anomalies to business partners and fraud specialists to proactively mitigate fraud manipulation
- Perform an analysis of customer accounts for potential discount, promotional and return abuse in efforts to halt continued abuse
- Resolve all Customer Service gift card related escalations with a first contact resolution mindset whilst using Confluence and Fiserv Platforms
Kickstart Leadership Program
PepsiCo
06.2024 - 07.2024
- Gained in-depth understanding of PepsiCo’s core values and operational principles, enhancing alignment with the company's strategic objectives and culture
- Led a diver team of undergraduate students in a case study on supply chain management, presenting findings to a panel of PepsiCo executives
- Collaborated on analyzing supply chain bottlenecks and developed strategies to improve product proximity to consumers using AI technology
Fraud Analyst
Chewy
11.2021 - 01.2024
- Protect customer security and fraudulent activity while maintaining world-class customer service
- Monitor a real-time queue to analyze high-risk orders for potential fraud and then determine the next course of action
- Utilize internal resources to identify solutions and correctly update customer accounts with extreme attention to detail
- Shadow sessions
- New hire training
Customer Service Representative
Chewy
10.2020 - 11.2021
- Engage with customers to build and maintain positive relationships via phone or email
- Deliver7-star guest experience
- Function as an owner and deliver results to help customers find exactly what they need for their loved ones
Kitchen Manager
Chipotle
02.2019 - 10.2019
- Ensure food quality of the restaurant using Material Safety Data Sheets (MSDS)
- Team development
- Inventory rotation (FIFO)
- Follow safety procedures of Eco Sure
Education
Bachelor of Science - Accounting
The University of Texas At Dallas
Richardson, TX05-2026
Associate of Applied Science -
Dallas College
Dallas, TX05.2024
Skills
- Fraud Analytics
- Chargeback audits
- Oracle
- Tableau
- Confluence
- PBC
- Fiserv
- Fraud prevention
- Fraud risk management
- Fraud trend analysis
- Fraud training
- Fraud audit support
Chancellor's Honors Recognition 2023-2024 school year
In acknowledgement of outstanding academic achievements
Timeline
Kickstart Leadership Program
PepsiCo
06.2024 - 07.2024
Senior Fraud Analyst-Accounting Liaison
Chewy
01.2024 - Current
Fraud Analyst
Chewy
11.2021 - 01.2024
Customer Service Representative
Chewy
10.2020 - 11.2021
Kitchen Manager
Chipotle
02.2019 - 10.2019
Bachelor of Science - Accounting
The University of Texas At Dallas
Associate of Applied Science -
Dallas College