Hayley McKinney
Mesa,AZ
Summary
Dynamic Fraud Analyst at DoorDash with a proven track record of mitigating risk and enhancing customer satisfaction. Excelled in data analysis and fraud investigations, employing trend analysis to decode complex fraud patterns. Known for exceptional problem-solving abilities and effective communication, contributing significantly to loss mitigation and team training on fraud prevention techniques.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Fraud Analyst
DoorDash
Tempe, AZ
09.2024 - Current
- Performed detailed analysis of financial transactions to identify suspicious activity.
- Assessed customer and client data to detect potential fraud risks.
- Monitored customer accounts and identified any discrepancies or irregularities in account activity.
- Developed procedures for the prevention, detection, investigation, and reporting of fraudulent activities.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
- Collaborated with other departments on investigations as needed to review evidence, analyze data, and prepare reports for management.
- Created strategies to reduce instances of fraud by identifying vulnerabilities in existing processes.
- Provided training and guidance on best practices in fraud detection and prevention.
- Documented all investigative findings in a clear, concise manner for senior management review.
- Utilized specialized software tools designed for detecting patterns associated with fraudulent activity.
- Participated in group discussions with team members to develop new ways to combat fraud.
Fraud Specialist
DoorDash
Tempe, AZ
08.2022 - 09.2024
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Performed risk assessments to determine level of fraud risk and prioritize investigations
- Evaluated customer data to identify and prevent fraudulent activities
- Developed and implemented procedures to detect and prevent fraud
- Analyzed large amounts of data to find patterns of fraud and anomalies
- Reviewed transactions and receipts to identify any suspicious activity
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime
- Tracked fraud cases and monitored trends to develop strategies for prevention
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity
Website Specialist
GoDaddy
11.2020 - 07.2022
- Provided advanced support for website development projects with strong documentation, reporting and customer service skills
- Enhanced client satisfaction ratings by resolving difficult customer issues through completion
- Stayed up to date on latest market trends, standard practices and compliance requirements in website development
- Worked closely with product managers, visual designers and development team to appropriately evolve designs from concept to launch
- Generated concepts and initial design explorations for new features and other product aspects
- Interact effectively with clients during the design phase of projects to troubleshoot issues and gain valuable insight
- Presented pros and cons of various design approaches to design teams and management
- Met with clients to gather requirements and outline websites
- Trained clients to make minor changes and updates to websites
- Reviewed project goals and expectations for design functionality when planning out each site
- Regularly articulated design decisions and rationale to non-design partners and peers
- Oversaw all facets of website projects throughout the entire lifecycle
- Handled various tasks, including domain name selection, registration completion and website maintenance
Customer Service Representative
Verizon Wireless
03.2018 - 10.2019
- Offering every client knowledgeable and supportive assistance to meet all needs and build loyalty
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Fast-paced call center, Solved customer issues and acted as a salesperson, device technician, and billing expert while delivering stellar customer service
- Front line agent that helped solve customers' challenges-and deliver on the promise of superior customer relations
- Qualified potential customers, identified needs and troubleshoot and resolve customer issues to foster best customer service experience
- Maintained detailed knowledge of customer service initiatives to uphold high standards of service quality
Fraud Specialist
PayPal
11.2017 - 03.2018
- Conducting investigations into allegations of fraud, waste or abuse committed by clients against our company
- Reviewing and researching evidence/documents to analyze the overall fact pattern of claim and synthesize data into a professional report with recommendations
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills
Hosting Consultant
GoDaddy
11.2015 - 11.2017
- Referred unresolved grievances to designated departments for further investigation
- De-escalated customer issues with proven conflict mediation and problem-solving abilities
- Kept customer and system account information accurate and current to support timely resolutions for all concerns
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Recorded details of all inquiries, complaints and comments
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations
Restaurant Manager
Alice Cooperstown
01.2011 - 06.2013
- Trained new employees
- Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency
- Efficiently resolved problems or concerns to the satisfaction of all involved parties
- Exhibited thorough knowledge of foods, beverages, supervisory duties, service techniques, and guest interactions
- Performed checkouts of servers and bartenders to ensure that all tickets were accounted for
- Counseled and disciplined staff when necessary
- Strictly abided by all state liquor regulations, particularly in regard to intoxicated persons and minors
- Accurately balanced cash register at all times
- Maintained stock levels to prevent shortages of critical items
Tech Support and Sales Consultant
GoDaddy
01.2010 - 06.2013
- Expertise in web hosting technologies including content management systems commonly used to operate a website such as WordPress
- Familiarity with the hosting industry, and the needs of web professionals
- Extensive knowledge of the GoDaddy product suite, and its features/benefits
- Ability to meet high sales quotas through conversation and consultation
- Familiarity with how to use all hosting products, including Dedicated servers
- Expertise in the movement of website content via FTP
- Extensive knowledge of internet technology
Bartender
Alice Cooperstown
01.2010 - 06.2013
- Quickly mixed a variety of simple and complex cocktails
- Consistently kept bar and work areas clean and sanitary in compliance with bar standards and local, state, and federal laws
- Took beverage orders from serving staff or directly from patrons
Education
Diploma -
Mayfair High School
Lakewood, CA06-1994
Skills
- Trend Analysis
- Data Analysis
- Customer Accounts Management
- Fraud Investigations
- Anomaly Detection
- Effective Written and Verbal Communication
- Complex Problem-Solving
- Loss Mitigation
- Liquor Law Compliance
- Time Management
- Beverage Preparation
- Health codes compliance
- Payment Processing
Certification
- Arizona Title 4
- Arizona Food Handlers Card
References
References available upon request
Timeline
Fraud Analyst
DoorDash
09.2024 - Current
Fraud Specialist
DoorDash
08.2022 - 09.2024
Website Specialist
GoDaddy
11.2020 - 07.2022
Customer Service Representative
Verizon Wireless
03.2018 - 10.2019
Fraud Specialist
PayPal
11.2017 - 03.2018
Hosting Consultant
GoDaddy
11.2015 - 11.2017
Restaurant Manager
Alice Cooperstown
01.2011 - 06.2013
Tech Support and Sales Consultant
GoDaddy
01.2010 - 06.2013
Bartender
Alice Cooperstown
01.2010 - 06.2013
Diploma -
Mayfair High School
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