Delon Cone

Fraud Prevention & E-Commerce Risk Operations leader with 4+ years of experience building and optimizing fraud detection frameworks in high-growth digital commerce environments. Currently Senior E-Commerce Operations Specialist at FIGS Inc., where I develop fraud prevention strategy, conduct investigations, reduce chargebacks, and implement scalable risk policies without compromising customer experience.

Experienced in real-time fraud detection, chargeback mitigation, risk assessment, and cross-functional collaboration across Product, CX, Finance, and Engineering. Entrepreneurial operator with startup agility and marketplace-level fraud awareness.

• Designed and implemented fraud detection frameworks that reduced financial exposure and protected customer data across high-volume e-commerce operations.
• Conduct real-time transaction monitoring using behavioral signals, device intelligence, geolocation analysis, and payment risk indicators.
• Investigate high-risk orders, chargebacks, refund abuse, empty-box claims, and account manipulation.
• Partner with payment processors and financial institutions to dispute and recover fraudulent chargebacks.
• Develop internal fraud playbooks and SOPs to standardize investigative procedures.
• Perform risk assessments across checkout flows, promotions, and discount abuse vectors.
• Identify and mitigate policy abuse including reseller violations and return fraud.
• Balance fraud controls with CX to maintain conversion rates and minimize false positives.

Cross-Functional Leadership

• Collaborate with Engineering and Product to optimize fraud rules and implement automation.
• Work closely with CX to resolve fraud-related disputes while protecting brand integrity.
• Monitor KPIs including chargeback rate, fraud rate, approval rate, and operational efficiency metrics.
• Train team members on fraud detection techniques and emerging fraud patterns.

• Developed and implemented marketing strategies to enhance brand visibility and customer engagement.
• Oversaw daily operations, ensuring high-quality service and client satisfaction in salon environment.
• Streamlined inventory management processes, reducing waste and optimizing supply costs effectively.
• Trained and mentored staff on best practices for customer service and hair care techniques.
• Built operational infrastructure including inventory controls and online fraud safeguards.
• Created SOPs for in-store and online sales channels to reduce shrinkage and transaction risk.
• Increased bookings 45% through strategic digital growth and SEO optimization.
• Managed marketplace-style multi-channel commerce across digital platforms.
• Analyzed customer feedback to refine services, resulting in improved retention rates and loyalty.
• Oversaw financial management tasks, including budgeting, forecasting, and cash flow optimization.
• Collaborated with co-owner on strategic planning initiatives for long-term business success.
• Led community outreach initiatives to strengthen local partnerships and enhance brand reputation.
• Established foundational processes for business operations.
• Implemented innovative marketing campaigns to expand customer base and increase brand awareness.