Summary
Overview
Work History
Skills
Tools
Certification
Timeline
Generic

Cyril Jackson Tecson

Los Angeles,CA

Summary

Strategic Operations Manager with over 8 years of leadership in risk management, abuse prevention, and dispute resolution. Demonstrated expertise in scaling operational frameworks, enhancing investigative capabilities, and implementing strategies to detect and prevent complex threats. Proven success in reducing fraud losses, increasing recovery rates, and optimizing cross-functional workflows through data-driven approaches. Skilled in presenting complex information to stakeholders and influencing key business decisions.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Manager, Risk & Dispute Operations

SeatGeek
11.2022 - Current
  • Led a team responsible for implementing best practices in risk and abuse detection, resulting in a 15% decrease in fraud losses within the first six months.
  • Developed data-driven strategies to anticipate new fraud trends, leveraging tools like Looker and Tableau, which enhanced reporting accuracy and decision-making by 20%.
  • Designed and executed comprehensive training programs, increasing team proficiency by 30% and improving the dispute resolution process, which led to an 18% higher recovery rate.
  • Conducted risk assessments and in-depth investigations, presenting findings to senior leadership and influencing policy changes that saved over $500K in potential losses.

Senior Manager, Trust and Safety

Tradesy
01.2021 - 11.2022
  • Directed a team in executing anti-fraud and safety initiatives, achieving an 80% reduction in cancellations and retaining over $600K in annual revenue.
  • Implemented a fraud detection system using machine learning tools, which increased detection accuracy by 25% and prevented over $1M in potential fraudulent activities.
  • Expanded the team’s investigative capabilities through strategic tooling improvements, reducing case review times by 35%.
  • Conducted industry trend analysis and adapted strategies to mitigate emerging threats, resulting in a 12% drop in chargeback volumes.

Manager, Client Support & Operations

Verifi, a Visa Company
08.2018 - 12.2020
  • Led a team of nine to deliver round-the-clock client support, maintaining a consistent 84% CSAT score and achieving a 15% increase in operational efficiency.
  • Managed client onboarding and enablement for Verifi’s suite of dispute management products, ensuring seamless setup and integration for over 50+ enterprise-level clients.
  • Coordinated the implementation of Verifi’s Cardholder Dispute Resolution Network (CDRN) and Order Insight solutions, reducing chargeback rates by 25% across key accounts.
  • Optimized representment processing, saving 4 minutes per client case, and improved dispute resolution success by 20%.
  • Established KPI-driven processes that boosted stakeholder satisfaction and ensured compliance with Card Association regulations, reducing SLA breaches by 25%.
  • Created data-driven trend analysis tools, which provided insights into dispute patterns and supported strategic decision-making.

Senior Team Lead, Business Operations

Verifi
08.2017 - 08.2018
  • Managed a portfolio of 25+ enterprise clients, ensuring high satisfaction levels and successful integration of Verifi’s dispute management solutions.
  • Conducted comprehensive training sessions on best practices for dispute resolution and chargeback management, resulting in a 30% reduction in client-driven representment errors.
  • Collaborated closely with the Quality Assurance (QA) team to refine client onboarding processes, enhancing accuracy and reducing implementation time by 15%.
  • Championed project management initiatives that improved compliance and streamlined operational workflows, saving 30% in resource allocation.
  • Managed critical escalations and drove dispute management strategies that led to a 15% reduction in representment errors.
  • Increased team productivity through optimized scheduling and workload balancing, achieving a 10% improvement in SLA adherence.

Team Lead, Business Operations

Verifi
08.2016 - 08.2017
  • Led day-to-day dispute management operations, handling SLA escalations to ensure compliance and client satisfaction.
  • Streamlined representment processing, saving an average of 4 minutes per case, which improved overall team efficiency and reduced manual effort.
  • Ensured adherence to Card Association regulations and internal processing protocols, minimizing compliance risks across client portfolios.
  • Enhanced team productivity by implementing optimized staff scheduling, resulting in a 20% increase in service-level adherence.

Skills

Project Management, Data Analysis, Vendor Strategy, Abuse Detection, Fraud Prevention, Process Improvement

Tools

  • Tools: Riskified, Signifyd, ZenDesk, Guru, Stella, Stripe, Adyen, Castle, Sift, Looker, Tableau, Jira, Confluence, Data Warehouse


Certification

Certified ScrumMaster® (CSM®)
Scrum Alliance | Issued May 2021 – Expires May 2025
Credential ID: 1376537

Timeline

Manager, Risk & Dispute Operations

SeatGeek
11.2022 - Current

Senior Manager, Trust and Safety

Tradesy
01.2021 - 11.2022

Manager, Client Support & Operations

Verifi, a Visa Company
08.2018 - 12.2020

Senior Team Lead, Business Operations

Verifi
08.2017 - 08.2018

Team Lead, Business Operations

Verifi
08.2016 - 08.2017

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Cyril Jackson Tecson