Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Fer Vallejo Cisneros

Austin

Summary

Motivated Fraud Analyst with seven years of expertise in investigating suspicious activities for ASO, demonstrating strong proficiency in pattern recognition, risk assessment, and critical thinking. Recognized for enhancing internal processes and developing strategic solutions collaborating effectively with cross-functional teams and leadership to achieve impactful business results and elevate the customer experience.

Overview

10
10
years of professional experience

Work History

AMR Payment Support

Apple
07.2022 - Current
  • Effectively resolve payment processing issues related to customer-driven declines, and Apple-driven declines.
  • Handle customer escalations with proficiency to process Apple Trade-In credits, payment corrections, and iPhone Upgrade Program payoffs.
  • Carefully review billing errors, and decline codes, to identify the reason for the payment failure, and take corrective action to recover the outstanding funds.
  • Manage complex escalations from Finance to investigate if funds are owed to the customer, to process Billing Adjustment Requests, clearing duplicate revenue postings.

WW ITunes Fraud Prevention

Apple
01.2020 - 07.2022
  • Successfully resolve complex escalations submitted by the iTunes Fraud Prevention Team by conducting thorough, in-depth reviews of iTunes accounts exhibiting suspicious activity.
  • Demonstrate strong analytical skills in identifying compromised accounts and swiftly determining appropriate actions.
  • Utilized advanced problem-solving techniques to assess account security, recommend effective solutions for changing account statuses, banning payment methods, and issuing refunds.

AMR Fraud Admin and Disputes

Apple
07.2016 - 07.2022
  • Coach, train, and develop the Mexico Disputes and Fraud Admin Team, aligning the procedures with efficiency to enhance Apple’s vision and business objectives.
  • Led team meetings and calibrations to review new fraud patterns and high-risk scenarios, providing impactful feedback to reinforce analysts' decision-making skills.
  • Performed final review on complex, suspended cases to confirm cardholder identities.
  • Conducted advanced investigations to process credit card chargeback disputes, reporting final resolutions to Finance.
  • Collaborate with partner groups to mitigate risk, abuse by conducting shipping and return investigations, targeting delivery disputes, and concealed shortage fraud escalations.

UAT Test Analyst

Apple
03.2018 - 08.2019
  • Led and executed comprehensive User Acceptance Testing on the ACM platform, focusing on all Lines of Business (LOBs) to ensure optimal functionality and user experience.
  • Executed detailed test cases with precision to assess system performance and functionality.
  • Introduced new features and functions, ensuring their seamless integration into the platform.
  • Collaborated cross-functionally with developers and partner groups to align system enhancements with user needs and business goals.
  • Utilized testing methodologies to document defects, track bugs, and provide ongoing quality support to development teams, ensuring timely resolution and minimal user impact.

Mexico Fraud Prevention

Apple
07.2015 - 07.2016
  • Collaborate with team leaders and peers to provide insights, and strategic initiatives to optimize operational efficiency and business success.
  • Review and analyze Mexico card-not-present transactions and purchase history to detect and prevent fraudulent activity.
  • Leveraged advanced analytical skills and judgment to identify potential fraud threats.
  • Demonstrate strong decision-making, critical thinking, and attention to detail.

EMEIA Order Support

Adecco
02.2015 - 07.2015
  • Handled a diverse range of escalations from customer service to resolve post-shipment issues.
  • Specialized in logistics, shipping, and return investigations to identify and address issues.
  • Utilized strong problem-solving skills to resolve delays, shipment errors, and discrepancies efficiently.
  • Performed fraud analysis to evaluate and process reroute requests from bad actors.

Education

Bachelor of Science - International Business

Western Institute of Technology & Higher Education
Guadalajara, Mexico
07-2013

Skills

  • Analytical and critical thinking
  • Problem-solving
  • Decision-making
  • Risk assessment expertise
  • Conflict resolution
  • Teamwork and collaboration
  • Adaptability
  • Attention to detail

Languages

Spanish
Native or Bilingual

Timeline

AMR Payment Support

Apple
07.2022 - Current

WW ITunes Fraud Prevention

Apple
01.2020 - 07.2022

UAT Test Analyst

Apple
03.2018 - 08.2019

AMR Fraud Admin and Disputes

Apple
07.2016 - 07.2022

Mexico Fraud Prevention

Apple
07.2015 - 07.2016

EMEIA Order Support

Adecco
02.2015 - 07.2015

Bachelor of Science - International Business

Western Institute of Technology & Higher Education

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Fer Vallejo Cisneros