Sean Burns
Pacific Grove,CA
Summary
Bringing over 9 years of experience at Block Inc., including 3 years as an analyst on the Behavioral Insights team. Self-motivated analyst who brings extensive product expertise and risk management experience, combined with strong cross-functional collaboration skills, to support and guide the Access and Safeguards team toward a successful and impactful year.
Overview
2025
2025
years of professional experience
Work History
Behavioral Insights Fraud Analyst
Block Inc
12.2021 - Current
- Led the development of scam claim reports and workflow instructions, delivering weekly insights on scam precision and investigation signals to stakeholders
- Support analysts in ad-hoc reviews in order to identify new scalable fraud trends, check overall model precision, or provide insight on agent review accuracy
- Drafted and refined step-by-step work instructions for BIT and AIC teams, training leads and agents to ensure successful implementation
- Created a taxonomy for foundational reviews and a precision feedback document to help enhance review accuracy and increase data to help drive model efficiency
- Supported team management by providing weekly ORK updates, addressing questions, and offering direction to A&S analysts
- Collaborated with cross-functional teams to share updates, address tooling issues, and influence decisions on scam reviews, customer features, and claim investigations
Fraud Investigator
Block Inc
04.2019 - 12.2021
- Collaborate with banking partners to identify new fraud trends and help minimize the insult rate of low risk customers
- Manage team workflows to ensure each queue stays within SLA
- Collaborate with Leads, Machine Learning, and Risk Management on a weekly basis to discuss pain points, improvement opportunities in our tooling or procedures, and future projects
- Train external or internal new hires on banking fraud account based reviews along with our P&P's for each workflow
- Find coaching opportunities for agents on the team if they are struggling with reviews or KPI's
- Review sample sets of accounts to find common risk attributes and develop P&P's
- Facilitate weekly team stand-ups and syncs
Cash Customer Success Resolution Desk
Square Inc
10.2017 - 04.2019
- Assisted Cash advocates with difficult cases to help them fully comprehend issues and provide the best resolution for our customers
- Review escalated accounts for any potential fraudulent activity to determine if the customer's issue needed to be resolved within Customer Success or passed to Cash Risk for further review/action
- Collaborate with product, engineering, leads, and other teams to develop and improve out content and procedures internally and externally for advocates and customers
- Handled manager escalation cases via email & phone to effectively resolve customer issues
- Lead Cash RD onboarding training on our product and procedures
- Worked closely with Customer Success Operations team to improve internal tooling for Cash RD to be successful as we continued to scale as a team
- Triage Cash CS jiras to ensure all troubleshooting steps and relevant information was provided before passing over to the engineer oncall
- Resolve missing deposit (ACH & EFT) JIRAs to provide official documentation for missing instant deposits or file a fraud recall claim with banking partners for ACH deposits
- Assisted my lead with maintaining the Cash RD schedule to ensure we had coverage throughout the day/week
- Customer Success Spotlight Award: Operational Impact (2017)
- Operational Impact (2018)
- Top Performer (2018)
Customer Success Advocate (Cash/Point of Sale)
Square Inc
08.2014 - 10.2017
- Effectively assist merchants and customers via email & phone with any issue related with the Register or Cash App
- Helped Risk Operations with contacting victims of ATO in the next steps of securing and recovering their POS accounts
- Lead Cash CS training in STL & SF to onboard new advocates on our product, procedures, and internal tools
- Worked closely with Product Specialists on improving our current procedure around missing instant deposits
- Spearhead the first Cash CS Phones beta to develop our internal procedure on handling live interactions with cash customers
- Conducted outbound phone calls to banks to assist customers who were unsuccessful in locating missing funds to their bank account
- Collaborate with Cash Risk to create content and processes to help customers and reduce the number of escalations passed to their team
Assistant Soccer Coordinator & Coach
- More than 2 years' experience with managing youth soccer leagues in SF
- Support the coordinator in planning, organizing, and executing soccer programs, leagues, and events
- Assist in organizing matches, including setup and breakdown, scheduling, and officiating games
Education
Bachelor of Science - Business Administration
California State University, East Bay
Skills
- Attention to detail
- Bias to Action
- Issue Resolution
- Problem-solving
- Critical thinking
- Risk Assessment
- Financial Acumen
Volunteer Experience
Assistant Soccer Coordinator & Coach, More than 2 years' experience with managing youth soccer leagues in SF. Support the coordinator in planning, organizing, and executing soccer programs, leagues, and events. Assist in organizing matches, including setup and breakdown, scheduling, and officiating games.
Awards
- Customer Success Spotlight Award, 2017, Operational Impact
- Customer Success Spotlight Award, 2018, Operational Impact
- Top Performer, 2018
Timeline
Behavioral Insights Fraud Analyst
Block Inc
12.2021 - Current
Fraud Investigator
Block Inc
04.2019 - 12.2021
Cash Customer Success Resolution Desk
Square Inc
10.2017 - 04.2019
Customer Success Advocate (Cash/Point of Sale)
Square Inc
08.2014 - 10.2017
Assistant Soccer Coordinator & Coach
Bachelor of Science - Business Administration
California State University, East Bay
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