Cynthia Fashingbauer, Msis Email & Phone Number

Chicago, IL, US

Beverly Hills, California, US

London, England, GB

• Worked directly with COO to build out Rvvup Operations including outage handling, escalations, reason codes, device management, new-hire training, and team KPIs.
• Managed and executed several projects including wiki migration, benefits/perks, Rvvup Knowledge Base, Chat-bot, merchant onboarding, and licensing.
• Created and monitored product-specific dashboards in HubSpot and Metabase.
• Used agile methodologies to manage product-related projects: Led planning meetings, monitored progress, provided updates, cut cards, managed JIRA backlog, re-prioritized tasks, acted as liaison for product/engineering.
• Completed multiple in-depth research projects where I presented strategy and findings to executive leadership.

Atlanta, GA, US

• Created, managed, and upkept Tableau Dashboards.
• Handled Adhoc requests related to risk/loss data and operations. Wrote complex SQL Queries including CTEs.
• Submitted SQL queries for QA, and provided SQL feedback to peers and mentees.
• Acted as Fraud and Risk SME responsible for managing and updating relevant Alation, Confluence, and GitHub repositories.
• Leader of weekly loss meetings where we discussed the latest trends, analysis findings, and risk mitigation strategy.
• Assisted the engineering team with new fraud rule implementation by providing guidance around proper measures and metrics.

New York, NY, US

• Handle Five9 (phone system) onboarding, permissions, profiles, troubleshooting, IVR, outage communication, documentation, reporting, relationship and system management
• Lead Five9 projects including turning off/on phones, SSO, outbound calls, international phones launch and a MPLS migration
• Create, design, manage (alerts and scheduling), troubleshoot, and upkeep Looker dashboards
• Manage, track, update projects and review incoming ad-hoc requests via Asana
• Work closely with the extended teams on Strategy, Voice of the Customer, Executive Escalations and App Reviews
• Owner and creator of weekly and monthly stats including weekly updates, Voice of the Customer, Venmo Scorecard and Monthly Ops Business Review

Chicago, IL, US

• Managed and owned all disputes communication with our partner banks including: NAB, Chase, BNZ, Wells, AIB, Moneris
• Via early warning monitoring I created in Looker identified merchants with increasing chargebacks and created cases to reach out and help them reduce fraud/disputes issues
• At our busiest time of the year I was responsible for > 90 merchant accounts and cases, acting as their Disputes/Fraud consultant. LE merchants I managed entailed weekly meetings, daily emails and consistent.
• On a daily basis, I completed multiple detailed merchant-centric data analyses via Looker, Excel and Redshift ○ Reviewed merchant Fraud Tools including settings, rules and results ○ Analyzed transactions and.
• Presented findings to merchants (often their c-level executives) which included fraud mitigation advice, chargeback strategies, chargeback/fraud trends, overview of card brand compliance requirements and fine.
• Recovered millions in merchant non-compliance fines, and left my role at Braintree with $0 in loss.

Chicago, IL, US

Chicago, IL, US

• Took incoming calls and emails from merchant developers regarding Braintree products and services. ○ Assisted developers with their API integration
• As an early morning Support teammate I owned issues/outages/communication related to our EU-centric products ○ I shared small outages via slack/email, updated wiki with latest status, and communicated issues to devs
• Researched and implemented improvements to internal documentation and training processes ○ Trained new teammates on Pay with PayPal and the Braintree Gateway
• Worked cross-functionally with Risk, Accounts, and Sales
• QAed colleagues’ tickets for proper etiquette and content

Master'S Degree, Management Information Systems, General

Bachelor Of Arts (Ba), History

Associate Of Arts - Aa, Business Administration And Management, General

Master Of Library & Information Science (Mlis), Library And Information Science