Hayley Julien
Austin
Summary
Dedicated Fraud Operations Specialist with 10 years of experience at Apple Inc. Proficient in identifying and mitigating complex fraud threats such as account takeovers, identity theft, and reseller abuse. Utilizes strong emotional intelligence alongside technical data analysis to resolve escalations and enhance fraud workflows. Currently interested in enhancing technical skills in SQL.
Overview
10
10
years of professional experience
Work History
Fraud Analyst
Apple
Austin
01.2023 - 06.2024
- Led investigations on a five person specialty team to neutralize systemic abuse and minimize revenue loss in global reseller channels.
- Created high-efficiency workflows in SAP, capturing and reviewing large batches of suspicious orders to execute mass-action mitigations, significantly reducing manual intervention time.
- Consistently exceeded performance targets, maintaining a top-tier accuracy rating while managing volatile volumes of reseller activity.
- Identified new and re-emerging fraud patterns in credit card disputes and chargeback abuse, delivering actionable insights to boundary teams for revenue protection.
Senior Fraud Investigator
Apple
Austin
04.2018 - 06.2024
- Orchestrated high-volume queue management for global e-commerce orders, consistently ranking as a top performer by surpassing daily SLA and quality benchmarks.
- Executed comprehensive risk assessments to validate customer identities, utilizing a suite of investigative tools to minimize financial exposure with a focus on high-precision results.
- Selected as a Subject Matter Expert (SME) to coach frontline teams, delivering high-impact presentations to improve department-wide accuracy.
- Collaborated on pilot programs to test and iterate on next-generation fraud detection tools and internal workflow enhancements.
Fraud Prevention Specialist
Apple
Austin
01.2017 - 04.2018
- Analyzed transaction data to identify suspicious activities, leading to timely intervention in potential fraud incidents.
- Collaborated with cross-functional teams to enhance fraud detection systems, improving overall security measures.
- Educated customers on security practices to mitigate fraudulent activities.
- Documented fraud incidents and maintained precise reporting records.
- Investigated suspicious transactions, identifying fraud patterns and providing actionable insights to management.
Senior Customer Relations Specialist
Apple
Austin
12.2015 - 01.2017
- Maintained consistent metrics and built rapport with Apple’s most passionate customers by effectively prioritizing open cases and inbound calls.
- Acquired deep SAP knowledge to streamline complex repair dispatch tasks.
- Facilitated two training sessions, sharing tribal knowledge and conducting quality assessments while developing training materials for newly established customer relations frontline teams.
Customer Relations Specialist
Apple
Austin
06.2014 - 12.2015
- Owned end-to-end case management for escalated customer issues, ensuring timely follow-through and resolution.
- Assisted AppleCare specialists by providing solutions for technical and service-related inquiries, improving overall customer support.
- Recorded customer interactions in internal CRM systems to enhance future reference and analysis.
Education
Some College (No Degree) - Counseling Psychology
Austin Community College
Austin, TX03-2026
Skills
- Fraud Mitigation: Credit Card Disputes, Chargeback Abuse, Identity Theft Detection, Account Takeover Fraud, Scams, Credit Card Fraud, Return Fraud, Post Ship Fraud, Counterfeit Detection
- Investigative Tools: LexisNexis, SAP, Excel, Fedex and UPS tools, Internal Case Management Systems and CRM Platforms
- Leadership & Support: Peer Mentoring, Cross-functional Collaboration, Training Content Creation, SME (Subject Matter Expertise)
- Soft Skills: Compassionate Communication, Conflict Resolution, Detail Oriented, Reliable Team Player, Strategic and Creative Problem Solving
Timeline
Fraud Analyst
Apple
01.2023 - 06.2024
Senior Fraud Investigator
Apple
04.2018 - 06.2024
Fraud Prevention Specialist
Apple
01.2017 - 04.2018
Senior Customer Relations Specialist
Apple
12.2015 - 01.2017
Customer Relations Specialist
Apple
06.2014 - 12.2015
Some College (No Degree) - Counseling Psychology
Austin Community College