Jaziel Barrientos

• Conduct comprehensive reviews of fraud and Account Takeover (ATO) queues across various Square products, including Business Banking, Payroll and Hardware orders, ensuring rapid and accurate identification of fraudulent activities.
  ● Develop and utilize SQL queries to detect trends, prevent losses, and understand the modus operandi of bad actors, enabling the adjustment or creation of new fraud prevention rules.
  ● Identify trends and devise solutions to shut down fraudulent activities across all products, significantly enhancing the security and integrity of Square's offerings.
  ● Collaborate with other departments and stakeholders, such as Data Science and Product Management to address trends and Severity Events (SEVs), ensuring a comprehensive approach to risk management and fraud prevention.
  ● Provide solutions to team challenges by hosting shadowing sessions and creating documentation that facilitates easier and more efficient account reviews for other agents.
  ● Lead from the front, fostering team cohesion by implementing initiatives such as "Ask A SME," which promotes knowledge sharing and collaboration.

• Analyzed dispute cases, drew conclusions based on findings, and provided clear, concise summaries of complex results
• Summarized case facts, dates, times, and decision summaries, delivering post-mortem summaries to cross-functional stakeholders
• Managed dispute cases, issues, and complaints with a high degree of professionalism
• Reviewed cases and decisions to ensure accuracy, reversing decisions when appropriate
• Collaborated closely with outsourced dispute partners and risk teams to identify root issues and corrective actions
• Maintained in-depth knowledge of Treecard policies, procedures, and regulations for the dispute process
• Successfully completed monthly Dispute, Reg-E, and compliance audits with our sponsor bank
• Undertook ad hoc assignments across risk, compliance, and operations.

• Managed and grew a portfolio of high-value local restaurant groups in Puerto Rico
• Collaborated and resolved critical issues for merchants, including payment discrepancies, portal functionalities, menu updates, and other advanced support matters
• Managed approximately 19 Salesforce cases per day
• Built and maintained strong relationships with high-revenue merchant partners, serving as the primary point of contact and expert for their operational needs
• Promoted merchant retention and overall success through exceptional service and proactive outreach via phone, email, and Zoom
• Prioritized and escalated complex issues in collaboration with cross-functional teams to ensure swift resolution
• Developed in-depth expertise in DoorDash's systems and resources to drive positive outcomes and support merchant growth.

• Perform chargeback handling and risk investigations
• Track sellers with high chargeback rates
• Addressed Reg E Claims for Stripe including narrative case writing, investigation, interrogation with the customer, and determination of the outcome
• Identify trends within the chargeback process and other investigations
• Optimize and document repeatable processes to enable scale
• Collaborate with Product, Engineering, and Customer Operations teams

Consumer Risk Senior Specialists Oct ‘21 - Feb ‘22

• Oversaw a team of 12 credit risk agents, direct support for the risk operations supervisor
• Assist teammates working queues (Subject Matter Expert)
• Conduct QA reviews of teammates' work
• Prepared, led meetings, stand-ups and coaching sessions weekly
• Collaborate with Engineering, Data Analyst and Leadership - providing feedback and insights on SOPs and fraud trends

Executive Escalations Specialist (Internship) Feb‘20 - Oct ‘20

• Dealing with issues that have been escalated through PayPal's formal complaints channel
• Assisting customers to resolve complaints in an efficient and courteous manner
• Ensuring the customers receive a fair and unbiased review and decision for the complaint they have raised
• Identifying and reporting issues to management that are causing complaints/problems for the customers and providing possible solutions to help improve the customers experience using PayPal
• Utilizing all the available tools to ensure a thorough and comprehensive investigation has been completed and the good name and reputation of PayPal is upheld
• Identifying and highlighting pain points for customers to try and reduce or remove these and to avoid repeat contacts

Consumer Risk/Dispute Specialist Sep ‘19 - Feb '20

• Analyze account activity and make an informed decisions whether to allow the action or prevent it
• Assist in ATO, Stolen Identity, Collusion, and Intermediary Exit attacks for over 20,792+ PayPal accounts - mitigated losses totaling $4.83M
• Track consumers with high dispute rates, locking accounts abusing PayPal’s dispute process - reviewed 12,784 consumer accounts
• Track sellers with high chargeback rates - reviewed 8,784 seller accounts
• Participated in Pay In 4 launch pilot by manually reviewing accounts and locking accounts with Stolen Identity and Elder Abuse
• Review KYC/KYB documents and make decisions on whether to certify accounts under CIP or lock it
• Continued monitoring of account activity for potential AML/OFAC referrals

• Demonstrated products to customer, discussed gestures and redirected objections to capture sales
• Brought motivation and energy to the sales floor, creating a positive and fun atmosphere
• Educated customers on product and service offerings
• Surpassed monthly sales goals by 22% by cross-selling carriers and promoting additional products.