Overview
Work History
Skills
Timeline
Generic

Vincent Pena

Chicago,IL

Overview

9
9
years of professional experience

Work History

SeatGeek

Risk Analyst
03.2025 - Current
  • Monitor approvals, rejects, and missed fraud rates. Taking action when rates are below risk tolerance.
  • Manage and monitor multiple external fraud vendors. Ensure performance meets standards and join weekly meetings on integration and performance.
  • Create dashboards for employee metrics, new workflows, and external vendors to monitor performance.
  • Ad-hoc investigations for fraud trends, internal escalations, new sport season preparation.
  • Test and roll out rules to trigger alerts on accounts with high risk activity.
  • Collaborate with stakeholders such as engineers, executives, PMs, customer support, and more to ensure timely resolution on fraud-related issues.

SeatGeek

Senior Risk Agent
07.2022 - 03.2025
  • Analyze high-risk transactions daily.
  • Identify account takeover.
  • Create queues of high risk orders for team review.
  • Improve help center documentation for common workflows.
  • Collaborate with peers on fraud trends and risk mitigation strategies.

Venmo

Fraud Support Specialist
03.2020 - 06.2022
  • Conducted 60+ proactive reviews based on fraud indicators.
  • Resolved 50+ Regulation-E disputes.
  • Review documents obtained by customer.
  • Communicated account updates to customers by email.

Snapsheet

Customer Success Specialist
09.2017 - 08.2019
  • Conducted 100 daily outbound calls to educate customers on auto estimate processes.
  • Answered inbound customer calls promptly to avoid excessive on-hold wait times in between outbound calls.
  • Played instrumental role with new insurance carrier partnerships to ensure exceptional launches.

Vivid Seats

Risk Specialist
09.2016 - 08.2017
  • Conducted outbound calls to customers regarding invalid ticket claims.
  • Investigated invalid ticket claims for validity and recommended actions to minimize risks.
  • Collaborated with peers weekly to review trends and risk mitigation.
  • Resolved executive escalation complaints from customers.

Skills

  • SQL
  • Intermediate level with Looker
  • Stakeholder Management
  • Dispute Resolution
  • Building Workflows and Enablement Content Creation
  • Trend Analysis

Timeline

SeatGeek

Risk Analyst
03.2025 - Current

SeatGeek

Senior Risk Agent
07.2022 - 03.2025

Venmo

Fraud Support Specialist
03.2020 - 06.2022

Snapsheet

Customer Success Specialist
09.2017 - 08.2019

Vivid Seats

Risk Specialist
09.2016 - 08.2017
Vincent Pena