Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mariama DIALLO

Austin,TX

Summary

Passionate Fraud Prevention Specialist with over seven (7) years of customer service experience. Strong attention to fraud patterns, shipping investigation with a focus of protecting Apple from financial lost. Looking for a position to use analytical skills acquired through order review, peer coaching to help solve business problems.

Overview

14
14
years of professional experience

Work History

Fraud Prevention Admin

Apple Inc.
07.2016 - 06.2024
  • Resolution of fraud escalations both within the department and cross functional teams —Senior Customer Service, Executive Relations, Logistics Services
  • Analyze and publish emergent fraud trends within the different markets
  • Monitor and document fraud loss across different language markets
  • Provide 'second-Review' to team members with orders on Fraud Block
  • Review and Analyze simple complex blocked Card Not Present orders to detect fraudulent transaction, determining appropriate next steps
  • Cancel fraudulent orders and serve as a point of contact between customers, banks, and shipping carriers where necessary
  • Analyze, identify, and communicate trends from exception reporting
  • Research and resolve Card Not Present chargeback disputes
  • Identify innovative ideas to improve the customer experience
  • Provide the customer with accurate policy and procedure information
  • Work with the customer and appropriate parties to resolve payment issues
  • Escalate issues through the proper channels
  • Review transaction processing (credit cards, loans & cash), billing inquiries, returns
  • Assist team manager in helping train new hire

Customer Service

Apple (Volt)
03.2015 - 04.2016
  • Provide front line customer service for an online store
  • Translate and communicate effectively between French and English
  • Provide up-to-date order status to the customer
  • Edit or change an existing customer order
  • Provide the customer with accurate policy and procedure information
  • Work with the customer and appropriate parties to resolve payment issues
  • Escalate issues through the proper channels
  • Review financial transaction processing (credit cards, loans & cash), billing inquiries, returns, exchanges, and tracking shipments
  • Tools: SAP, ACM, Lexis Nexis and toolbox
  • Speak English and French

Warehouse Operator

Zenith Logistics Inc.
03.2011 - 06.2012
  • Operated forklifts and other material-handling equipment safely and efficiently.
  • Managed incoming and outgoing shipments, ensuring proper documentation and accuracy.
  • Maintained accurate inventory records and assisted with stock replenishment.
  • Followed safety protocols and ensured a clean, organized warehouse environment.
  • Assisted in training new team members on equipment operation and warehouse procedures.

Warehouse Associate

Zenith Logistics Inc.
02.2010 - 03.2011
  • Loaded and unloaded shipments, ensuring items were stored correctly.
  • Conducted regular inventory checks to maintain stock accuracy.
  • Collaborated with team members to optimize warehouse workflow and efficiency.
  • Adhered to company safety policies and operational guidelines.

Education

Bachelor Degree - Logistic and Transport Management

SNHU
02.2025

Skills

  • Effective Communication Skills
  • Judgment and Decision Making
  • Result Oriented
  • Organizational Abilities
  • Adaptability
  • Fraud Prevention Review
  • Procedure Development

Languages

French
Native or Bilingual
English
Full Professional

Timeline

Fraud Prevention Admin

Apple Inc.
07.2016 - 06.2024

Customer Service

Apple (Volt)
03.2015 - 04.2016

Warehouse Operator

Zenith Logistics Inc.
03.2011 - 06.2012

Warehouse Associate

Zenith Logistics Inc.
02.2010 - 03.2011

Bachelor Degree - Logistic and Transport Management

SNHU

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Mariama DIALLO