Mary Reid
Summary
Motivated Fraud Analyst with 10+years of FinTech expertise. Responsible for identifying fraud trends, and recommending appropriate solutions to prevent monetary loss. Knowledgeable leader committed to working with clients and interdepartmental personnel. Promoting exemplary skills in project management, and fraud pattern detection.
Overview
10
10
years of professional experience
Work History
Senior Fraud Analyst
FIS
04.2020 - Current
- Developed and implemented procedures to detect and prevent fraud.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Collaborated with internal and external stakeholders to create and maintain fraud prevention strategies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Provided development coaching to direct reports on a consistent basis
Transaction Risk Analyst-MSFI
Worldpay
08.2019 - 04.2020
- Evaluated customer data to identify and prevent fraudulent activities.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reviewed transactions and receipts to identify any suspicious activity.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
- Conducted prompt and thorough investigations on flagged merchant accounts
Technical Lead
WORLDPAY
05.2017 - Current
- Training agents to resolve issues and provide white-glove service to enterprise level clients
- Defining best practices and creating training material to educate agents
- Direct contact for Corporate Business Clients – Merchants processing over 10K in volume
- Solely responsible for resolving high level escalations quickly and efficiently
- Anticipating technical needs from high enterprise clients and providing assistance/resolution
- Trusted to work directly with partners to ensure client satisfaction and maximum results
- Assisting with other departments/teams with boarding and implementation
- Utilizing tools such as SALESFORCE, CHANGEPOINT to create and track escalations
- Lead strategy and assisted execution for 100+ clients
- Improved support for Corporate Business Clients by streamlining support and delegating tasks
- Collaborated with Project Managers to assist with converting clients to new processing platform
Senior Technical Support
WORLDPAY
12.2016 - 03.2017
- Worked with team assisted with Corporate Business Clients (Merchants processing over 10K in volume)
- Provided direct assistance to enterprise level clients
- Efficiently solved problems real time in a fast paced environment
- Collaborated with other teams to provide maximum level service for partners
- Updated and corrected software for Point of Sale (POS) and Value Added Resellers (VAR)
- Specialized in providing support for ATMS
- Supported clients who utilize web based payments
- Provided remote support to virtual based clients
- Met Net Performance Scores (NPS) and Quality quotas consistently maintaining a 10.0 average
- Facilitating training for newer agents
Customer Support
WORLDPAY
05.2015 - 12.2016
- Supported standalone and virtual credit card terminals
- Cross-trained to assist with billing and fees
- Retained merchants by providing cost-effective solutions for clients
- Efficiently solved problems real time in a fast paced environment
- Provided remote support to virtual based clients
- Met Net Performance Scores (NPS) and Quality quotas consistently maintaining a 10.0 average
Health Enrollment Manager
BLUE CROSS BLUE SHIELD
10.2014 - 05.2015
- Exceeded outbound call engagement quotas
- Met quota for retaining customers monthly
- Anticipated customer needs and choosing the appropriate solution by consulting with clients
- Managed requests from new customers ensured resolutions in a timely manner
Technical Support Specialist
COMPUTER GENERATED SOLUTIONS INC
05.2013 - 10.2014
- Repaired hardware for IBM/LENOVO business clients
- Updated software and resolved software related issues for IBM/LENOVO business clients
- Resolved issues in a timely manner while meeting handle time quotas monthly
- Provided remote support for all clients
- Provided white-glove service to business clients
Skills
- Advanced knowledge of
- MS Excel (macros, pivot tables, data visualization)
- Proficient with SALESFORCE ticketing Software
- Proficient with CHANGEPOINT ticketing Software
- Windows 10
- Training Junior Team Members
- Communications Strategies
- Compliance Requirements
- Case Management
- LexisNexis Accurint
- Process Improvement Initiatives
Timeline
Senior Fraud Analyst
FIS
04.2020 - Current
Transaction Risk Analyst-MSFI
Worldpay
08.2019 - 04.2020
Technical Lead
WORLDPAY
05.2017 - Current
Senior Technical Support
WORLDPAY
12.2016 - 03.2017
Customer Support
WORLDPAY
05.2015 - 12.2016
Health Enrollment Manager
BLUE CROSS BLUE SHIELD
10.2014 - 05.2015
Technical Support Specialist
COMPUTER GENERATED SOLUTIONS INC
05.2013 - 10.2014
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