Summary
Overview
Work History
Education
Skills
Timeline
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Chris Oko

Arizona City,AZ

Summary

Accomplished professional with a strong background in client management, fraud prevention, and operational support across various sectors. Currently an Account Manager at DoorDash Corporate, excelling in building relationships with high-value enterprise merchants, resolving complex issues, and driving success through proactive support and strategic problem-solving. Demonstrated expertise in financial crimes analysis and account management from previous roles at Wells Fargo, PayPal, and Toyota Financial Services. Skilled at managing high-stakes situations, ensuring compliance, and improving fraud detection systems. Proficient in industry-specific software and tools (e.g., Microsoft Office Suite, SQL, CRM, Snowflake, Salesforce), data visualization tools, and familiar with data warehousing concepts. Committed to quality assurance, consistently boosting client satisfaction and operational efficiency. Track record of impactful achievements and success in dynamic environments.

Overview

14
14
years of professional experience

Work History

Enterprise Support Specialist

DoorDash Corporate
06.2021 - 09.2024
  • Managed relationships with the platforms top-tier enterprise merchant partners, ensured clear communication and problem resolution
  • Provided performance metrics, ROI insights, and operational reports
  • Identified risks and opportunities for process improvement in line with business and industry regulations
  • Developed and implemented new workflows that reduced support ticket resolution time by 20%, allowing the team to handle a higher volume of merchant inquiries
  • Contributed to a 10% increase in merchant retention by fostering strong relationships with top-tier partners and ensuring seamless support throughout their lifecycle
  • Resolved 95% of escalated issues within 24 hours, significantly improving operational efficiency and reducing downtime for high-volume merchants.
  • Rated "exceeds" in all metrics during tenure

New Business Case Manager (contract position)

AssetMark
01.2021 - 05.2021
  • Provided strategic financial guidance to clients, improving their legal and financial standing
  • Developed comprehensive financial plans and reports to optimize client finances
  • Analyzed accounting and investment activities, providing improvement recommendations
  • Increased client satisfaction scores by 20% through personalized portfolio support and proactive issue resolution
  • Maintained detailed records of all case-related activities, ensuring accurate documentation and timely reporting to relevant stakeholders
  • Assisted in optimizing investment portfolios, contributing to a 7% increase in portfolio returns for clients

Senior Financial Crimes Analyst

Wells Fargo
06.2018 - 12.2020
  • Investigated fraudulent transactions and merchant disputes using AML, BSA, and OFAC expertise
  • Analyzed member transaction activity to detect patterns of money laundering and suspicious activity
  • Reduced fraud losses by 25% by implementing enhanced transaction monitoring systems and conducting in-depth investigations into suspicious activity
  • Achieved a 100% compliance rate during audits by ensuring strict adherence to banking regulations and improving documentation processes
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.

Collections Representative

Toyota Financial Services
01.2017 - 06.2018
  • Processed refunds, payments, and account adjustments for customers
  • Negotiated payment agreements to resolve outstanding balances
  • Contributed to a 12% increase in overall performance by driving improvements in customer service and fostering collaboration between sales and service departments
  • Maintained high volume of calls and met demands of busy and productive group
  • Increased productivity levels through efficient time management and prioritization of daily tasks.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.

Account Limitations and Fraud Specialist

PayPal
01.2016 - 01.2017
  • Led investigations into suspicious transactions, account legitimacy, and fraud trends
  • Utilized multiple verification tools to mitigate fraud and reduce operational losses
  • Improved fraud detection rates by 20% by leveraging data analytics to identify suspicious patterns and enhancing automated detection tools
  • Reduced overall financial risk exposure through the implementation of more stringent risk assessment protocols and regular audits
  • Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
  • Conducted regular audits of fraud controls, ensuring compliance with regulatory standards and identifying areas for improvement.
  • Achieved a 20% increase in operational efficiency by automating manual tasks and improving cross-functional team collaboration

Service Technician Representative

DirecTV
06.2013 - 12.2015
  • Provided troubleshooting for technical concerns in a fast-paced environment
  • Documented resolutions and provided one-call issue resolutions
  • Explained diagnostic findings to customers/service technicians and outlined repair or service options.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
  • Contributed to increased first-time fix rates by thoroughly diagnosing issues before initiating repairs or replacements.

Student Enrollment Specialist

University of Phoenix
04.2010 - 01.2014
  • Provided information and support for educational programs, excelling in customer engagement
  • Managed scholarship and loan programs, ensuring compliance with regulatory standards
  • Boosted student retention rates by 10% through personalized academic advising and proactive engagement with at-risk students
  • Maintained accurate records of all interactions with prospective students, enabling informed decision-making on future recruitment strategies.
  • Led the development and launch of new academic programs, resulting in a 7% increase in student enrollment in the first year
  • Coordinated orientation programs for incoming students, facilitating smooth transitions into college life.
  • Improved communication between departments by serving as a liaison between admissions, financial aid, and advising teams.

Education

Some College (No Degree) - Business

University of Phoenix
Tempe, AZ

Skills

  • Account Management
  • Analytical Thinking
  • MS Excel
  • Active Listening
  • SQL Proficiency
  • SaaS Platforms
  • CRM software proficiency
  • Strong Communication Skills
  • Problem-solving mindset
  • Teamwork and Collaboration
  • Adaptability and Dependability

Timeline

Enterprise Support Specialist

DoorDash Corporate
06.2021 - 09.2024

New Business Case Manager (contract position)

AssetMark
01.2021 - 05.2021

Senior Financial Crimes Analyst

Wells Fargo
06.2018 - 12.2020

Collections Representative

Toyota Financial Services
01.2017 - 06.2018

Account Limitations and Fraud Specialist

PayPal
01.2016 - 01.2017

Service Technician Representative

DirecTV
06.2013 - 12.2015

Student Enrollment Specialist

University of Phoenix
04.2010 - 01.2014

Some College (No Degree) - Business

University of Phoenix

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Chris Oko