Brooke McPherson

Day to day: Reviewed and processing of legal processes submitted by Law Enforcement. Working tickets diligently to ensure the quality standard produced for the client. Adapting to consistently changing workflows and remaining up to date on the latest policy and process changes to keep working efficiently and meet expectations.

Notable work: Developed a form based self reporting system to provide leadership daily insight into analyst daily completed case load.

Collaborated with management to create an analyst facing dashboard to provide quality scores, allowing a quicker semi automated process to deliver quality scores from management to analyst.

• Creation and maintenance of reporting systems that calculate and create reports for us to deliver to Operations.
• Works on a team of subject matter experts to score, report on and coach analyst to ensure the quality of production to our client
• Learning and observing new forms and trends of online scam to more effectively target and mark fraudulent activity on the platform
• Actively keeping up to date on the latest trends found by the team to most efficiently identify fraud on platform
• Collaborates with the Operations team to ensure a smooth cascading of information and policy updates to all analyst
• Participating in work projects as assigned, completing tasks in a timely manner with quality set forward by our team leads
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• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment.

• Worked with a team or analyst to determine and prevent fraud for a social media client
• Learning and observing new forms and trends of online scam to more effectively target and mark fraudulent activity on the platform
• Actively keeping up to date on the latest trends found by the team to most efficiently identify fraud on platform
• Collaborated with an engagement team within our department to host activities to engage employees and curate spaces for bonding and education
• Participating in work projects as assigned, completing tasks in a timely manner with quality set forward by our team leads
• Often achieving and maintaining a quality score of 80% and above where applicable in our Quality Assurance system.