Evonna Kokoshka

• Led in-depth investigations through queue-based reviews using tools like GeoComply, Socure, and LexisNexis
to uncover patterns, validate abuse, and drive appropriate actions
• Cross collaborated with Compliance to ensure adherence to regulatory standards, collaborating on underage
user investigations and prepared detailed case reports for presentation to gaming commissioners and regulatory
bodies
• Designed and led implementation of Standard Operating Procedures to standardize fraud workflows, leading
team training sessions to upskill new associates, and created the fraud departments first QA scorecard to ensure
consistency across investigations
• Spearheaded development of KPIs and performance metrics to align fraud team output with company goals,
and improving case efficiency and quality review processes
• Led the integration of Accertify for PayPal disputes, improving win rates through enhanced data flow and issue
resolution

• Investigated new fraud trends, synthetic identities, chargebacks, money laundering, fraud networks, and scams.
• Created daily reports to identify suspicious activity and new fraud trends for senior leadership.
• Opened investigations into issues brought up by individuals in community.
• Analyzed chargeback data to help resolve customer disputes and eliminate fraudulent chargeback risk factors.
• Monitored ACH transactions to ensure the linked bank accounts were consistent with KYC documentation provided by the customer.
• Partnered with teams across the company to help mitigate risk, fraud, and platform abuse.
• Assisted our sister company, Topps NFT Digital Collectibles, in developing their Risk and Compliance team from scratch.

• Connected patterns for underlying account associations to discover undetected fraud.
• Prepared, documented and assembled evidence for potential prosecution and civil litigation.
• Contributed to knowledge base by creating/updating processes and procedures.
• Conducted reviews for external companies on account deposits.
• Created and presented trainings for new hires of the Fraud Department and mentored throughout nesting periods.
• Proactively reviewed data reports to closely monitor highest negative balance accounts and identify new fraud trends.

• Assessed trends amongst different datasets to determine and understand risk areas.
• Handled both escalated and non-escalated issues for investigations and analysis.
• Implemented and promoted new tools/procedures/guidelines and systems that enhances risk detection and prevention, whilst mitigating loss to the financial institution.
• Worked extensively with KYC relating to and including on-boarding

• Develop, create, run reports and perform trend analysis
• Work and maintain open communications between team, account managers and external customers
• Provide analyses where needed to determine inefficiencies within the department and implemented the fixes to these problems
• Reporting on payment data to improve payment performance by running daily SQL queries
• Monitor payment system performance and identify, track, and communicate key metrics to senior management

• Reviewed held orders, inbound and outbound interactions worked by agents.
• Provided feedback for agents in a 1x1 environment and set goals for upcoming weeks.
• Ran queries in SQL to review any trends throughout the department.
• Prepared and conducted classroom trainings for new agents.
• Created and published content for the department knowledge base.
• Main point of contact for outsourced agents in the Philippines.
• Held bi-weekly syncs with Philippines Leadership to ensure alignment with policies and procedures.
• Completed weekly quality assurances for outsourced agents.

• Responsible for the research and review of member identity on recent orders placed.
• Relied upon to contact members, on both inbound and outbound phone calls, to effectively communicate current account statuses and resolve any discrepancies.
• Reviewing Multiple Contacts and False Positives to provide coaching for fellow agents.
• Proactively taking part in running queries for auto-cancelled orders, and in turn, accurately deliver findings to leadership.
• Chosen as part of a group of 11 agents to represent Fraud at the upcoming Career Fair with the goal of drawing in qualified and motivated candidates to facilitate department growth.

• Delivered exceptional service to Jet members both through written and phone communication methods, while maintaining the set metric requirements.
• Relied upon to mentor and train new hires on specific process application and time management, to assist our members efficiently and in a way that aligns with the superb member servicing expected of a Jet employee.
• Consistently demonstrated excellent time management skills both in adherence to personal schedule, and to metrics set for both phone and email interactions.