Rebecca Nally
Content Reviewer
Healdsburg,CA
Summary
Seasoned, results-driven professional with 20+ years of experience protecting users, platforms, and brands across eCommerce, travel, and marketplace environments. Expertise in trust and safety operations, policy enforcement, fraud detection, chargeback mitigation, dispute resolution, and high-volume case review. Skilled at analyzing risk signals, identifying abuse trends, and making sound, data-driven decisions. Experienced in content moderation, online reputation management and resolving sensitive user issues with accuracy and empathy. Strong cross-functional partner with Legal, Compliance, Product, Content, and Engineering teams to strengthen platform integrity in fast-paced, trust-critical environments.
Overview
21
21
years of professional experience
Work History
Content & Marketing Specialist
Meredith Lodging, LLC
06.2021 - 12.2025
- Produced and published 10 SEO-optimized blog posts per week, increasing engagement and visibility across online channels.
- Developed high-quality, compliant property listings that optimized marketing performance while upholding trust, transparency, and platform integrity.
- Monitored and responded to 200+ guest reviews per week across Airbnb, Booking.com, and VRBO, exercising sound judgment in deescalation, policy adherence, and reputation protection.
- Analyzed guest feedback trends, translating insights into actionable improvements for operations, guest experience, and risk prevention.
- Investigated guest complaints, safety concerns, and service disputes to identify trends, escalate risks, and reduce repeat incidents.
Business English Instructor | TEFL Certified
International Experience
03.2019 - 06.2021
- Provided weekly Business English instruction to professionals at a leading Spanish financial institution.
- Designed tailored curriculum with a focus on corporate communication, negotiations, presentations, and compliance-related language skills.
- Adapted lesson plans for diverse learning styles across multiple branches, maintaining consistency, quality, and learner engagement.
- Provided structured feedback and performance evaluations.
Risk Operations Lead / Trust and Safety Associate
Instacart
10.2017 - 01.2019
- Implemented layered risk controls to reduce chargebacks and fraudulent transactions across multiple payment channels.
- Identified emerging fraud patterns and recommended process improvements to enhance platform safety and minimize financial loss.
- Collaborated with Legal, Content, and Payments teams to address evolving fraud threats, including ATOs and gift card abuse.
- Partnered with Engineering to automate fraud detection processes, preventing real-time fraud and minimizing financial exposure.
- Trained new hires on fraud review, dispute resolution, and trust & safety workflows using Zendesk
- Developed scalable workflows for realtime fraud review, customer outreach, and dispute management.
- Actioned 21,000+ Zendesk cases involving fraud, disputes, and unauthorized charges.
- Created training materials, SOPs, and risk documentation to support team alignment.
Fraud Analyst
Expedia Inc.
08.2015 - 01.2017
- Reviewed and analyzed high-risk transactions, contributing to a $13M annual reduction in fraud losses.
- Tracked suspicious activity and maintained detailed case documentation, aiding in prevention of repeat exposure.
- Validated bookings by collaborating with issuers, suppliers, and customers to ensure transaction integrity.
- Partnered with Compliance, Analytics, Product, and Customer Support to improve fraud detection tools and optimize workflows.
- Demonstrated strong analytical judgment, attention to detail, and effective time management overseeing high-volume queues.
Supervisor, Chargeback Operations
Hotwire.com
10.2004 - 08.2015
- Managed daily review and resolution of 50+ chargeback and arbitration cases, maintaining a 72%+ win rate through rigorous review and risk assessment.
- Investigated and resolved a high volume of chargebacks, disputes, and friendly fraud cases with accuracy and efficiency.
- Produced operational reports tracking case volume and financial impact, supporting data-driven decision-making.
- Co-authored chargeback and risk management guidelines, standardizing companywide practices.
- Trained and mentored new hires on risk policies, procedures and compliance standards.
- Ensured PCI compliance and payment network standards in partnership with Finance.
- Handled reconciliations, month-end reporting, and complex billing disputes, maintaining accounting accuracy and partner trust.
- Utilized Excel, Oracle Financials, and WorkPaper Manager for financial reporting.
Education
Bachelor of Arts - Psychology
University of Oregon
Eugene, OR 05.2001 -
Skills
- Trust and Safety Operations
- Content Moderation & Review Management
- Policy Enforcement & Compliance
- Fraud Detection & Prevention
- Chargeback & Dispute Resolution
- Risk Analysis & Threat Identification
- Abuse, Scam & ATO Prevention
- Data Analysis & Trend Identification
- Incident Escalation & Resolution
- Cross-Functional Collaboration
- SOPs, Documentation & Training
Process & Workflow Improvement
Timeline
Content & Marketing Specialist
Meredith Lodging, LLC
06.2021 - 12.2025
Business English Instructor | TEFL Certified
International Experience
03.2019 - 06.2021
Risk Operations Lead / Trust and Safety Associate
Instacart
10.2017 - 01.2019
Fraud Analyst
Expedia Inc.
08.2015 - 01.2017
Supervisor, Chargeback Operations
Hotwire.com
10.2004 - 08.2015
Bachelor of Arts - Psychology
University of Oregon
05.2001 -