Tableau
Matthew Ward
Risk Operations Agent
Chicago,IL
Summary
Motivated Risk Operations Agent touting two years of expertise investigating suspicious activity for Venmo/PayPal. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Global Investigations Intern
PayPal
Chicago
10.2021 - 04.2022
- Provided clerical support, addressing routine and special requirements.
- Collaborated with team to optimize workflow and achieve objectives.
- Assisted with projects by applying strong analytical skills and studies.
- Developed business, financial and analytical skills in fast-paced work environment.
- Completed research, compiled data and assisted in timely reporting.
- Analyzed problems and worked with teams to develop solutions.
- Collected, arranged and input information into database system.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Generated reports detailing findings and recommendations.
Risk Operations Agent
Venmo
Chicago, IL
08.2018 - Current
- Conducted prompt and thorough investigations on referred files.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
- Investigated cases of bank and credit card fraud.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Provided exemplary level of customer service to clients and company personnel.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Increased customer satisfaction by resolving issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Escalations Agent
Venmo
Chicago, IL
11.2018 - 08.2019
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Devised workaround solutions for Bug-related issues.
Purchase Support Agent
Venmo
Chicago, IL
02.2018 - 11.2018
- Monitored systems in operation and quickly troubleshot errors.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
- Communicated professionally with colleagues, freelancers and clients.
- Investigated and resolved accounting, service and delivery concerns.
Customer Support Representative
Venmo
Chicago, IL
08.2016 - 02.2018
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Executive Community Relations Representative
Uber
Chicago, IL
08.2015 - 08.2016
- Responded to requests for information from media or designated appropriate spokesperson or information source.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Directly assisted high profile riders or their representatives by providing white-glove service remedying any issues experienced during trips.
Incident Response Representative
Uber
Chicago, IL
05.2015 - 08.2015
- Documented evidence for safety cases by interviewing involved parties, obtaining statements and reviewing and analyzing records and files.
- Identified and pursued leads to obtain evidence regarding safety cases.
- Coordinated investigations with law enforcement agencies, regulatory agencies and other relevant entities when necessary.
- Received and evaluated complaints regarding danger, deception and misrepresentation.
- Contacted riders and drivers directly to address reports of accidents or dangerous activity in order to minimize impacts.
Customer Service Representative
Uber
Chicago, IL
03.2015 - 05.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Arts - Communication Studies
Loyola University of Chicago
Chicago, IL 08.2009 - 05.2013
Skills
Tableau
undefinedAccomplishments
- Recreated data table using Python so that investigation on hiatus could continue.
- Investigated large amounts of Korean incentive payments being sent from accounts involved in incentive onboarding attack.
- Assisted with shell-site fraud investigation in order to determine if clusters of PayPal users were related to one another and complicit in fraudulent activity.
- Developed visualizations in Tableau to help present analyses to leadership.
Software
Lexis Nexis
Galaxi
Jupyter Notebooks/Lab
Galaxi
Authentic8
Interests
Guitar
DJing
Film
Literature/Comics
Video Gaming
Timeline
Global Investigations Intern
PayPal
10.2021 - 04.2022
Escalations Agent
Venmo
11.2018 - 08.2019
Risk Operations Agent
Venmo
08.2018 - Current
Purchase Support Agent
Venmo
02.2018 - 11.2018
Customer Support Representative
Venmo
08.2016 - 02.2018
Executive Community Relations Representative
Uber
08.2015 - 08.2016
Incident Response Representative
Uber
05.2015 - 08.2015
Customer Service Representative
Uber
03.2015 - 05.2015
Bachelor of Arts - Communication Studies
Loyola University of Chicago
08.2009 - 05.2013
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