Aileen Garcia Email & Phone Number

Miami-Fort Lauderdale Area

Leadership & Team Management: Leading a team of Senior Analysts in a remote setting, providing 24/7 support for hundreds of international e-commerce clients. Ensuring adherence to SLAs and managing $100 million in revenue while maintaining a dispute charge rate below 1%. Balancing fraud mitigation with the identification of false positives and managing client-specific risk assessments.Research & Analysis: Conducting real-time and post-transaction analyses using Power BI and Excel to uncover fraud patterns and assess risks. Leveraging historical data to optimize analyst performance, resulting in significant reductions in chargeback rates and saving clients tens of thousands of dollars in attempted fraud losses.Data-Driven Risk Assessment: Developing SQL queries and monitoring KPIs/OKRs to assess and mitigate risks. Providing actionable insights and maintaining robust performance metrics to support the ongoing success and security of business operations.Process Improvement & Training: Creating and maintaining process documentation, managing change rollouts, and developing training materials. Focused on enhancing operational efficiency and continuously educating teams on best practices in fraud prevention.

Miami, Florida, United States

Lead a small team and made sure that all Customer Service inquiries are resolved within established SLAs using HubSpot. My responsibilities included setting clear goals and expectations, making sure that all members are motivated, engaged in their work, understood company policies, customer service best practices and how to handle difficult/escalated situations. Provided guidance and feedback on how to resolve conflicts and ensure customer satisfaction. Collected and analyzed data related to customer inquiries and satisfaction to improve service quality.Developed and manage workflows to efficiently handle customer inquiries. This included setting up processes for ticket assignment, response times, and issue resolution.

Miami, Florida, United States

Fraud Investigation and Prevention: Conducted investigations into live Card-Not-Present (CNP) transactions using internal and third-party sources to prevent fraud, avoid chargebacks, and identify false positives/negatives. Utilized Excel and Power BI for in- depth data analysis and proactively suggested SQL queries to uncover patterns and mitigate fraud risks.• Identification of Fraud Patterns: Identified emerging fraud patterns in real-time and analyzed existing trends, gaining insight into the dynamic nature of fraud and the varying methods used across international markets.• Process Improvement and Innovation: Proposed and implemented new techniques and strategies to enhance fraud prevention efforts and protect merchants. Regularly updated teammates on evolving fraud trends and best practices.

Miami Beach, Florida, United States

Supervised a team responsible for monitoring user-generated content on eight different social media platforms. The team was responsible for verifying that all content posted by users adhered to the customer-specific Terms of Service. Responsible for maintaining and acknowledging SLA's that ranged from 10 minutes to 24 hours. Maintaining client confidentiality and researching new accounts and to verify the identities of account holders. Created regular training sessions for the team on continuous updates. Attend industry conferences to learn about the latest updates and best practices in content moderation and fraud prevention to stay current. Maintained a comprehensive reference library that included updated guidelines and best practices as a resource for the team.