Summary
Overview
Work History
Education
Skills
Timeline
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Carolyn Hassett

Denton,TX

Summary

Self-motivated young professional with over 10 years of experience in customer service. Robust ability to adapt to changing working conditions, operates best in a collaborative environment, and actively seeks out feedback on how to grow and improve. Detail-oriented and a quick study with a strong willingness to learn.

Overview

9
9
years of professional experience

Work History

Senior Fraud Analyst

Chewy.com
12.2022 - Current
  • Actively communicate and collaborate with both internal teams and external partners to stay informed about emerging fraud trends and threats. Initiate discussions to analyze these trends and formulate effective responses to mitigate risks promptly.
  • Serve as a trusted subject matter expert on various types of financial crimes. Provide accurate risk assessments based on thorough analysis and understanding of fraud patterns and behaviors.
  • Contribute ideas and insights based on expertise in fraud analysis and risk management to enhance fraud prevention measures and protect the organization and its customers from financial losses.
  • 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.
  • Escalate and partner with legal teams by conducting audit and analysis for all police reports, subpoenas, attorney general and Better Business Bureau Cases.
  • Research and identify fraudulent resellers and triangulation fraud offenders, educate customers, and escalate to legal to remove fraudulent and proprietary store fronts from the worldwide web.
  • Validate query data identifying accounts suspected of fraudulent activity.
  • Resolve all CS gift card related escalations with a first contact resolution mindset whilst using Confluence and Fiserv Platforms.
  • Address all accounting inquiries, including sales tax calculations, process refund checks, and apply tax exemptions for rescues and government organizations.

Fraud Analyst

Chewy.com
07.2022 - 12.2022
  • Perform account investigations and analysis and effectively analyze, compile, organize and interpret data for our customer’s protection.
  • Responsible for handling customer contacts regarding all aspects of fraud, or payment issues and providing professional advice and assistance to the victims of unauthorized activity to earn trust.
  • Reviewing confirmed fraud incidents in efforts to identify trending high-risk items, addresses, and explore any potential recovery opportunities to minimize net losses.

Customer Service Representative

Chewy.com
06.2021 - 07.2022
  • Exceed expectations by assisting pet parents with all things regarding their orders.
  • Provide top-notch customer service and build relationships with pet parents.
  • Earn the trust of the pet parents through being knowledgeable, helpful and always looking for opportunities to WOW our Chewy customers.

Barista

Starbucks
08.2017 - 07.2021
  • Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Increased repeat business by providing exceptional customer service and building rapport with patrons.
  • Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.

Sales Lead

Francesca's
06.2015 - 09.2016
  • Boosted sales performance by implementing effective sales strategies and maintaining strong customer relationships.
  • Achieved sales targets consistently through product knowledge and persuasive communication skills.
  • Enhanced team productivity by providing ongoing coaching, mentoring, and motivation to staff members.
  • Developed customer loyalty through exceptional service, resulting in increased repeat business.
  • Helped train new employees.

Education

Master of Arts - Animation

Savannah College of Art And Design
Savannah, GA
09.2017

Associate of Arts - Animation And Special Effects

North Lake College
Irving, TX
05.2016

Bachelor of Arts - Design And Visual Communications

University of Notre Dame
Notre Dame, IN
05.2014

Skills

  • Teamwork and Collaboration
  • Problem Resolution
  • Oracle
  • Fraud and Risk Analytics
  • Risk Management
  • Chargeback Audits
  • Riskified
  • Tableau
  • Confluence
  • Chase/Paymentech
  • Fiserv/PBC
  • SQL

Timeline

Senior Fraud Analyst

Chewy.com
12.2022 - Current

Fraud Analyst

Chewy.com
07.2022 - 12.2022

Customer Service Representative

Chewy.com
06.2021 - 07.2022

Barista

Starbucks
08.2017 - 07.2021

Sales Lead

Francesca's
06.2015 - 09.2016

Master of Arts - Animation

Savannah College of Art And Design

Associate of Arts - Animation And Special Effects

North Lake College

Bachelor of Arts - Design And Visual Communications

University of Notre Dame

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Carolyn Hassett