Charlene Cotter Email and Phone Number

Fraud investigations and mitigation for all payment methods and loyalty program in support of Dunkin' and Baskin Robbins as well as a franchised system.Anticipate and identify fraud scenarios, trends, and patterns, analyzing and assessing in-store, mobile gift card and order ahead, .com, and promotional activity as well as chargeback data; ad-hoc reporting as neededMonitor loyalty account activity and identify areas of abuseWork with cross-functional teams in ongoing efforts of fraud mitigationManage all incoming requests from various law enforcement agencies with regards to alleged payment fraud matters and provide information in response to subpoenas; work with legal counsel as neededDevelop processes in support of Call Center team and assist in day-to-day guest inquiries to help with resolution of various scenariosMonitor false positive activity and provide recommendations to minimize guest frictionConduct open source and social media deep dive research to assist in reaching objectiveAssist with developing communication, education, and recommended practices for our franchise system

In newly created role for the Loss Prevention team, I developed processes to monitor all areas of our gift card program to identify fraudulent transactions and trends, mitigate loss, and offer recommended practices to stakeholders and franchisees.Assisted in creating an in-house database which streamlined a large percentage of the review process.Prepared analysis of specific reviews which warranted building a case for partnering with law enforcement or referrals to LP field for investigations

Created a process of reviewing and analyzing .com gift card transactions to identify trends in fraudulent activity, connected online activity to instore purchasing, and recovered funds to offset chargeback expense.Partnered with Loss Prevention for larger instances of suspected fraud in an effort to identify trends and mitigate future loss.Collaborated with a cross-functional team of stakeholders to offer recommendations to help minimize any potential risks associated with the program and the Call Center team to assist with understanding various incoming guest scenarios.

Reconciled and recorded weekly settlement of all Stored Value Card channels for GL accounts which included identifying and resolving variances

Event Security, including threat assessment and safety enforcement, for professional and collegiate games, concert venues, and VIP events

Contract assignments gaining exposure to a wide variety of industries and flexible skillset including ad-hoc analysis, Access database management, trademark research, contract reviews and various projects using in-house applications, most notably Reebok International, Dunkin' Brands, Tweeter, and Citizens Bank.

Cost analysis and budgeting for project development phases, oversaw and enforced subcontractor insurance coverage and contract compliance, created an internal database to streamline process of punchlist coordination by trade, backcharge negotiation as necessary, on-site visits to assess buyer warranty issues working with field crew and homeowners for resolution

Loss Prevention: Visited clients' retail stores for vulnerability assessment performing on-site set ups of coordinated drops, shrinkage testing, and pretexting to assess employee engagement; provided evaluation reports for each visit. Insurance Claims: Composed reports from claims investigators' accounts of investigative work on IME visits, workers comp, auto theft and various other insurance claims and submitted to requesting insurance agencies or for preparation for IAB.

Field coordination for field service on-site Franchisee support, company compliance, and operational standards; comp sales reporting and investigating variances