Melissa Barba
Detroit,MI
Summary
Fraud and Risk Operations professional with 4+ years of experience investigating suspicious account activity, transaction fraud, account takeovers, customer disputes, and policy violations in a high-volume e-commerce environment. Experienced in reviewing complex cases, identifying fraud patterns, maintaining detailed case documentation, and making risk-based decisions while protecting platform integrity and customer trust. Proven ability to manage large investigation queues, prioritize time-sensitive escalations, and work effectively in fast-paced operational environments. Proficient in fraud analysis, customer support operations, process improvement, and cross-functional collaboration.
Overview
5
5
years of professional experience
Work History
Fraud Support Specialist
StockX
Detroit, Michigan
05.2021 - 01.2025
- Investigate suspicious account activity, payment disputes, unauthorized transactions, and potential fraud cases across a global e-commerce marketplace.
- Review customer accounts, transaction histories, behavioral indicators, and supporting documentation to identify fraudulent activity and mitigate risk.
- Conduct detailed case investigations and make decisions regarding account actions, customer appeals, and fraud-related escalations.
- Analyze emerging fraud trends and patterns to support platform security and loss prevention efforts.
- Manage a high-volume queue of customer inquiries and investigations while consistently meeting productivity and quality expectations.
- Document investigation findings thoroughly to ensure compliance with internal procedures and audit requirements.
- Collaborate with internal teams to resolve complex fraud cases and improve operational processes.
- Handle sensitive customer information while maintaining strict confidentiality and data security standards.
- Provide customer-focused resolutions while balancing fraud prevention and user experience objectives.
Residential Cleaning Specialist
Nicoles TLC Cleaning
Plymouth, Michigan
02.2025 - Current
- Deliver exceptional service for high-end residential clients while maintaining strict quality standards and confidentiality.
- Perform detailed inspections and quality assurance reviews to ensure service excellence.
- Manage competing priorities and schedules while maintaining attention to detail.
- Build strong client relationships through professionalism, reliability, and effective communication.
- Identify operational inefficiencies and recommend process improvements to enhance service quality.
Education
Bachelor of Science - Environmental Science
Michigan State University
East Lansing, MI05-2021
Skills
- Microsoft Suite
- Google Sheets
- Zendesk
- Salesforce
- Slack
- Microsoft Dynamics
- Fraud Investigation
- Identity Verification
- Account Takeover Prevention
- Transaction Monitoring
- Risk Assessment
- Fraud Pattern Recognition
- Case Management
- Appeals Review
- Trust & Safety Operations
- Data Analysis
- Queue Management
- Escalation Handling
- Process Improvement
- Customer Support Operations
- Documentation & Reporting
- Confidential Information Handling
Languages
Spanish
Native/ Bilingual
Timeline
Residential Cleaning Specialist
Nicoles TLC Cleaning
02.2025 - Current
Fraud Support Specialist
StockX
05.2021 - 01.2025
Bachelor of Science - Environmental Science
Michigan State University