JONATHAN DIAZ
Brooklyn
Summary
Dynamic Fraud and Risk Senior Associate with nearly two years of specialized experience in fraud management and close to four years of proven leadership in customer service. Recognized for driving team performance through effective guidance, training, and motivation while consistently achieving team standards and KPIs. Results-oriented supervisor known for exceeding expectations and delivering exceptional outcomes. Possesses a unique blend of creativity and strategic planning skills, enabling successful execution of complex projects and the ability to impart knowledge on best practices and innovative concepts.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Fraud and Risk Lead Supervisor
FanDuel
12.2024 - Current
- Currently oversee 9 associates and 3 senior associates, ensuring all KPI's are met from adherence scores to weekly production maintaining department goals/requirements.
- Proactively coaching agents who are not meeting company expectations ensuring the proper documents are issued and steps taken.
- Lead organizing/creating process documents with any procedural changes to our internal processes. Ensuring these documents are up to date with current practices and delegating updating those documents to our senior associates.
- Leading the project to update/improve internal macros/quick texts to better improve the teams resolve times/improve KPI's.
- Meeting with each direct report on a weekly basis to deliver productivity metrics and deliver feedback on any improvements that need to be made.
- Actively reporting and implementing new processes to reduce friction in fraud support, that assists in both bringing in more revenue for the company and improving agents KPI's.
- Transitioned to our evening team to benefit the team and brought KPI's up significantly in the short time I have been on the evening side.
Fraud and Risk Senior Associate
FanDuel
03.2024 - 12.2024
- Proactively spearheaded projects, at the highest level, to ensure processes, trainings, and procedures are updated to coincide with the business needs, in addition to creating a better experience for our users. Such projects include the successful roll out of our new Live Chat feature for Fraud Support, converting all existing templates into quick texts, as well as creating decks and training material for associates taking chats.
- Assisted with the onboarding and training of incoming Fraud Support Associates and Senior Associates across different waves to ensure the proper knowledge was relayed in accordance with the department's SOP.
- Collaborates with multiple teams to assist with high-level case raises between our CXR/RG, AML, Social, and Customer Support teams, ensuring any crucial or time-sensitive raises are addressed efficiently and effectively.
- Attended office shadowing sessions across teams to showcase fraud support and our daily functions, while also making callouts and suggesting improvements that may assist the team to improve efficiency.
- Consistently 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.
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 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.
- I 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, NYSkills
- Fraud patterns
- Investigative techniques
- Effective communication
- Fraud detection
- Team management
- Multitasking Abilities
- Leadership
- Communication
Certification
- Team Leadership issued by (McKinsey & Company)
- Business Leadership issued by (McKinsey & Company)
Timeline
Fraud and Risk Lead Supervisor
FanDuel
12.2024 - Current
Fraud and Risk Senior Associate
FanDuel
03.2024 - 12.2024
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