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, and helped with QA and testing.● 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 communication/updates● 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 disputes/fraud reports for velocity trends, common offenders, AVS/CVV results, billing/shipping repeats ○ Dug through websites, read online reviews, and deep dived on google/social media● 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 scheduling ○ During these sessions I’d also ask detailed questions about internal policies and procedures (how refunds work, are they open to refunds? How easy is it to cancel my account? What are their SLAs? How quick are they to respond to a refund request?) This often helped to identify holes and issues that could drive up chargeback numbers.● Recovered millions in merchant non-compliance fines, and left my role at Braintree with $0 in loss.● Acted as a leader/mentor in my role as Senior Analyst, including 1v1 sessions, QA and feedback● Created process in SQL to retrieve merchant data related to the Visa TC-40 and Mastercard SAFE reports

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