Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jonathan Diaz

Brooklyn,NY

Summary

Fraud and Risk Senior Associate with almost 2 years in the fraud space and nearly 4 years of leadership experience in the customer service space. A driven leader with experience guiding, training, supporting and motivating a team while keeping up with team standards and KPIs.

Overview

3
3
years of professional experience

Work History

Fraud and Risk Senior Associate

FanDuel
03.2024 - Current
  • Spearheaded creating trainings, processes, and procedures for an entirely new process when implementing resolving ATOs and, more recently, chargebacks in a live environment across live chats. Which included converting all of our existing templates into quick texts to incorporate in a chat setting, as well as creating decks and training material for associates taking chats.
  • Assisted with onboarding and training new associates across different waves in preparation for the NFL season and the increase in volume, in addition to backfills. This ensured that the proper knowledge was relayed, and incoming associates felt properly educated and had all the skills to succeed. Additionally, assisted with training fellow senior associates who were brought in later on.
  • Work across multiple teams to assist with high-level raises between our CXR/RG, AML, Social, and Customer Support teams, ensuring any crucial or any time-sensitive raises are addressed efficiently and effectively.
  • Attending office shadowing sessions across teams to showcase fraud support and our daily functions, as well as making any callouts and suggesting improvements that may assist the team as a whole.
  • Being a viable resource for associates who may be having trouble with case work, productivity, specific case types, etc., across multiple channels, whether through our internal Slack raises, private messages, support meetings, or in group settings.
  • Assisting with auditing daily RPA automated reports to ensure accuracy among bot reactivations and overturning any high-risk users.
  • Being able to identify high-risk fraud trends/patterns and communicating those findings to the team, as well as providing them with the knowledge and information on signs to look for: how to identify future patterns and trends.
  • Led a project to rework and bring an updated wave of both new and edited macros into Salesforce to help improve team productivity, which would assist with improving our backlog. Ensuring our team remains updated with any new or changing processes that may require new verbiage or phrasing.
  • Assisting our supervisors in working on our new underage processes/procedures creating new dialogue to send users and assisting in creating in a guideline for agents to determine the difference between underage situations (Confirmed vs Suspected). As well as how to take action on these accounts while staying within the proper regulations.

Fraud and Risk Associate

FanDuel
01.2023 - 03.2024
  • Investigating suspected fraudulent activity flagged across our platform by our prevention, support, AML, and additional teams to determine a user's eligibility for reactivation.
  • Being proficient across all of the case types we work with, including Deposit Fraud, Linked accounts, AML, Contest fixing, Identity theft, ATOs, etc.
  • Using Salesforce to communicate with users and gather a clarification regarding the activity found on their account to ensure an accurate decision is being made.
  • Collaborating with our verifications, partners, and customer operations teams when issues are escalated or need to be escalated due to potential fraud rings or organizations.
  • Exceeded set KPIs by completing and solving over 12k cases in my first year at FanDuel as an associate, coming in as the top-performing associate for the year.

Seasonal Customer Experience Manager

Snappy Gifts
08.2022 - 01.2023
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Training seasonal customer experience team on programs such as Slack, Kustomer, Mirakl, and internal systems.
  • Working closely with partnered vendors to issue replacements, refunds, and get more product information for clients.
  • Tracking product trends (Products that are arriving (damaged/defective) often, Vendor ghosting (Vendors who are not responsive) causing a delay with recipient orders, and any carrier trends that are regularly occurring.
  • Developing new verbiage to increase productivity, lower email response times, and reduce the number of touches an email receives to completion.
  • Meeting weekly with team members to discuss KPIs and SLAs to ensure performance metrics are being met pre-holiday to prepare for peak holiday season.

Customer Service/Virtual Fit Manager

Hemster
07.2021 - 05.2022
  • Resolved customer complaints and handled tickets via Zendesk, Front, and MailChimp.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Pioneered new ways to deliver an even better customer experience, increasing sales, and giving our company more recognition.
  • Managed a team of 10 Customer Service/Virtual Fitting representatives, providing new training to lower ticket resolve time and increase garment sales.
  • Prepped my team for any new brands coming on, creating new training and innovative solutions to ensure a successful partnership with any new partner we have coming on.
  • Created KPI's to maintain and track team performance creating incentives to promote surpassing KPI's and hitting our stretch goals.

Education

Associates Degree - Liberal Arts

KingsBorough Early College Secondary School
Brooklyn, NY

Skills

  • Risk level determination
  • Fraud patterns
  • Fraud Detection
  • Data Analysis
  • Fraud identification
  • Case Management
  • Team leadership experience
  • Strong leadership abilities

Timeline

Fraud and Risk Senior Associate

FanDuel
03.2024 - Current

Fraud and Risk Associate

FanDuel
01.2023 - 03.2024

Seasonal Customer Experience Manager

Snappy Gifts
08.2022 - 01.2023

Customer Service/Virtual Fit Manager

Hemster
07.2021 - 05.2022

Associates Degree - Liberal Arts

KingsBorough Early College Secondary School

Similar Profiles

CREATE PROFILE
Jonathan Diaz