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Fraud Prevention • Customer Protection • Trust & Safety

Protecting customers and brands from fraud—without adding friction.

Leader focused on fraud detection, Zendesk case ops, chargeback strategy, and trust‑first SOPs. I partner across Ops, CX, Finance, Legal, and Engineering to reduce loss while keeping good customers moving.

Phoenix, AZ Open to remote LinkedIn amandawilson9130@gmail.com 480‑241‑2197
Selected Cases Skills & Tools Experience
5+ yrs fraud & risk ops
1–5 direct reports mentored
< 0.65% chargeback ratio on pilots

Skills & Tools

End‑to‑end fraud program leadership: SOPs, playbooks, QA; case triage & escalation in Zendesk; order holds & KYC reviews; evidence packs for disputes; KPI reporting (fraud rate, CB ratio, FPs, ATO/reactivation trends); privacy & compliance awareness (PCI, GDPR, CCPA).

Zendesk workflows Chargeback strategy ATO recovery & comms Fraud rules tuning Risk analytics & dashboards SOPs & training PCI / GDPR / CCPA Kount / Sift / Riskified (familiar) SQL basics · Excel / PQ

Selected Work (aligned to FIGS)

DTC brand · ≈ 90 days

Zendesk Fraud Queue Overhaul

Problem: Mixed fraud & CX tickets caused slow escalations and inconsistent outcomes.

Actions: Built triage macros & forms, created abuse categories, defined SLAs by risk, added QA sampling.

Impact: ~30% faster time‑to‑decision, improved auditability, and cleaner handoffs to CX/Finance.

E‑commerce · ≈ 4 months

Chargeback Playbook & Evidence Library

Problem: Inconsistent dispute submissions; ratios flirting with network thresholds.

Actions: Standardized evidence packs by reason code, automated retrieval of order/device signals, added win‑loss tracking.

Impact: Recovered 5‑figure $ in CBs & kept ratios ≤ 0.65% for 3 consecutive cycles.

Retail · ≈ 6 months

Account Takeover (ATO) Recovery

Problem: ATO spike from credential stuffing; rising false positives.

Actions: Introduced risk‑based holds and re‑verification flow, empathetic templates, and device‑fingerprint checks.

Impact: ≈45% fewer ATO incidents with stable CSAT; reduced FP by tuning rules and allow‑listing good signals.

Experience

Director of Operations / Forensic Accountant

California Crane School — Remote/CA · 2019–Present

  • Oversaw fraud detection, compliance, and financial integrity across multi‑entity training & certification business.
  • Detected and documented >$700K in embezzlement; served as expert witness in civil litigation.
  • Implemented fraud‑resistant workflows, audit logging, and customer protections; coordinated with counsel and auditors.
  • Built SOPs and trained teams on fraud procedures and QA, ensuring adherence to regulatory standards.

Fraud Investigator & Forensic Accountant (Independent)

2018–Present

  • Investigate suspicious financial activity for small businesses and legal cases; write actionable forensic reports.
  • Deep‑dive reviews of QuickBooks audit logs, wires, and vendor fraud; partner with Finance, Legal, and Compliance.
  • Provide expert testimony and advise on control design and dispute strategy.

Chief Growth Officer (Ops & Fraud Oversight)

SafeSuiteHQ (SaaS Compliance Platform) — Remote · 2022–Present

  • Designed fraud‑prevention modules for regulated industries; integrated proactive detection and account protection.
  • Built case‑management workflows, compliance alerts, and multi‑tenant risk dashboards with Engineering.

What people say

“Amanda pairs strong judgment with empathy. Losses went down, customer trust went up.” — Head of Operations