Portfolio

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.

⬇️ Download Résumé ✨ Selected Cases

Phoenix, AZ • Open to remote

Quick Highlights

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 workflowsChargeback strategyATO recovery & commsFraud rules tuningRisk analytics & dashboardsSOPs & trainingPCI / GDPR / CCPAKount / Sift / Riskified (familiar)SQL basics • Excel / PQ

Selected Work (aligned to FIGS)

Zendesk Fraud Queue Overhaul

DTC brand • 90 days

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 clearer handoffs to CX/Finance.

Chargeback Playbook & Evidence Library

E‑commerce • 4 months

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 $150k+ and kept ratios < 0.65% for 3 consecutive cycles.

Account Takeover (ATO) Recovery

Retail • 6 months

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.

Credentials

Certifications & Training

Forensic Accounting & Fraud Examination training
Trust & Safety / Fraud Ops workshops
Privacy & compliance (PCI, GDPR, CCPA)

Reporting & KPIs

Fraud rate • Chargeback ratio • False positives
ATO/reactivation trends • Time‑to‑decision
QA sampling results • SOP adherence

What people say

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

Contact

Happy to share detailed SOP samples and redacted tickets privately.

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