Summary
Overview
Work History
Skills
Additional Information
Timeline
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Kristopher De La Fuente

Placentia,CA

Summary

Hard-working Supervisor with a creative and motivated approach to drive team and organizational success. Skilled in mentorship and analytical approaches to put the best practices in place for department and organization.

Overview

11
11
years of professional experience

Work History

SUPERVISOR, FRAUD PREVENTION

IHerb
12.2021 - Current
  • Oversee daily operations of the fraud prevention department, ensuring smooth workflow and timely completion of tasks.
  • Apply strong leadership and problem-solving skills to maintain team efficiency and organize workflows.
  • Lead initiatives and projects for long-term or ad hoc changes and see that all initiatives are done promptly. Liaise with vendors and risk solution providers when significant changes need to be made promptly.
  • Assisted management in process changes that brought our Fraud Review Rate from 7% to less than 1%.
  • Extract and manipulate raw data using tools such as SQL, Excel, and Google Sheets to view and compare weekly performance and fraud team analysis
  • Conduct and lead weekly meetings using slideshows and KPIs to provide detailed briefings and possible projections
  • Monitor KPIs and workflow to improve employee time management and increase productivity.
  • Evaluate individual and team performance to improve in areas needed.
  • Analyze fraudulent patterns to recreate and improve the internal fraud rules/system
  • Collaborate with cross-functional teams, including Marketing, Customer Experience, IT, Finance, and Business intelligence to design and implement new fraud strategies
  • Ensure that all SLAs are met throughout all departmental tasks

FRAUD ANALYST LEVEL 3

IHerb
06.2017 - 01.2021
  • Review between 1500-2500+ transactions daily of high-risk and potential fraud orders. Cancel orders that are deemed to be fraud and communicate fraud patterns to the team and management.
  • Dispute chargebacks submitted by banks and credit card companies in order to protect company revenue.
  • Analyze fraudulent patterns to recreate and improve the internal fraud rules/system.
  • Utilize tools, such as Threatmetrix portal in order to analyze potential fraud orders and backend computer forensics; such as IP addresses, Proxies, order VMs.
  • Work closely with other departments, such as Customer Service and Business Intelligence in order to see in depth level fraud patterns to make the necessary changes.
  • Respond to 150-200 E-Mails daily from customers inquiring about fraudulent activity on their account or other basic security inquiries.
  • Oversee employee performance and conduct training when necessary.
  • Ensure that all SLAs are met throughout all departmental tasks.

FRAUD ANALYST / LEVEL 2 REPRESENTATIVE / WAREHOUSE ASSOCIATE

MONOPRICE
10.2013 - 06.2017
  • Review anywhere between 250-300+ cases daily of high-risk potential fraud orders and cancel orders that are fraudulent as well as blacklist information used by fraudulent clients to prevent any further fraud orders.
  • Dispute chargebacks submitted by banks and card companies to protect company revenue.
  • Thoroughly research details on orders and find justification that orders are legitimate before processing.
  • Analyze fraudulent patterns to recreate and improve the system.
  • Work closely in the Threatmetrix portal to analyze fraud orders and backend computer patterns such as IP addresses, Proxy, virtual machines, etc.
  • Assisted customers in attaining Return Merchandise Authorizations via email and chat.
  • Enforced return policy and answered customer questions regarding return process/warranty information.
  • Offered additional training and assistance to other employees without hesitation.
  • Received and inspected daily deliveries of merchandise returned and repacked items eligible to be resold.

Skills

  • Employee Motivation and Mentorship
  • Self Motivated
  • Detail-oriented while maintaining high-level performance on large workloads
  • Analytical Approach
  • Data Analytics
  • Process Improvement
  • Training and mentoring
  • Strategic Planning
  • Bilingual: Fluent in English and Spanish
  • Honorable Mention: Awarded Technical Service Employee of the Year of 2016 at Monoprice

Additional Information

Previous work history and references available upon request. Thank you for your consideration.

Timeline

SUPERVISOR, FRAUD PREVENTION

IHerb
12.2021 - Current

FRAUD ANALYST LEVEL 3

IHerb
06.2017 - 01.2021

FRAUD ANALYST / LEVEL 2 REPRESENTATIVE / WAREHOUSE ASSOCIATE

MONOPRICE
10.2013 - 06.2017

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Kristopher De La Fuente