Summary
Overview
Work History
Education
Skills
Timeline
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Jessica A. Richards

Duluth

Summary

Dynamic Trust & Safety Manager with a proven track record at Peerspace, driving a 60% reduction in fraud through innovative anti-fraud processes. Proficient in SQL and adept at fostering collaboration, I enhance team efficiency and security, exemplified by a 25% increase in chargeback win rates.

Overview

13
13
years of professional experience

Work History

Trust & Safety Manager

Peerspace
San Francisco
02.2021 - Current
  • Led the design and implementation of scalable anti-fraud processes, enhancing transaction security, and reducing fraudulent activities by 60%.
  • Conducted detailed trend analyses using Zapier and Sisense, identifying key patterns that preemptively mitigated potential fraud risks.
  • Developed and refined a comprehensive training program that improved team efficiency and fraud detection capabilities, directly resulting in a 25% uplift in chargeback win rates.
  • Spearheaded a project management initiative to support the migration from Zendesk to Intercom and helped build an AI-driven dashboard that reduced agent handling time from 20 minutes per ticket to just 5 minutes.

Fraud Analyst

LevelUp/Grubhub (Acquired)
Boston
08.2018 - 02.2021
  • Created and monitored 20+ real-time fraud detection alerts using SQL and Sumo Logic, improving detection rates and minimizing response times.
  • Spearheaded thorough investigations into complex merchant-related fraud cases, enhancing customer trust and system security.
  • Collaborated effectively with technology and compliance teams to strengthen anti-fraud measures, achieving a secure transaction environment.

Standards Specialist

Fasten, Inc. (Acquired)
Boston
02.2017 - 03.2018
  • Developed and optimized driver performance and safety protocols, ensuring all drivers met strict platform quality standards and compliance requirements.
  • Leveraged Zendesk to track, analyze, and resolve driver-related inquiries, improving accountability and service reliability while significantly boosting customer satisfaction.

Legal Assistant

Law Offices of Tufankjian
Brockton
11.2012 - 02.2017
  • Coordinated the preparation and processing of critical legal documents, enhancing the efficiency of legal proceedings and client service delivery.
  • Developed strong communication channels with clients, law enforcement, and court personnel to facilitate smooth case management and document handling.

Education

Bachelor of Science - Sociology, Criminal Justice

Suffolk University
Boston, MA
05.2011

Skills

  • Zapier
  • Zendesk / Intercom
  • Tableau
  • Google Sheets
  • SQL
  • Salesforce

Timeline

Trust & Safety Manager

Peerspace
02.2021 - Current

Fraud Analyst

LevelUp/Grubhub (Acquired)
08.2018 - 02.2021

Standards Specialist

Fasten, Inc. (Acquired)
02.2017 - 03.2018

Legal Assistant

Law Offices of Tufankjian
11.2012 - 02.2017

Bachelor of Science - Sociology, Criminal Justice

Suffolk University

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Jessica A. Richards