Emma Garner Email and Phone Number

Family run business helping Preparing ingredients for events, covering front desk, orgainsiation of orders and dealing with customers. Providing a unique, personal experience for each customer

Part time Bar assistant

Bar Supervisor

Fraud Analyst (3 month Contract)Fraud Analyst for one of the UK's leading high-end retailer companies. Investigating online and in-store transaction to identify and act upon falsehoods including false address, bank details and checking for impersonation/false identity• Monitoring transaction data, detect and prevent fraudulent activity by using a variety of fraud systems, in an international multi-channel environment to mitigate fraud and financial losses.• Using Cybersource's Decision Manager to customize rules and review transactions held in the referral queue.• Investigating into fraudulent activities and consequent execution that will make sure that Selfridges is not a destination for criminals.• Reducing chargebacks, improving relationships with banks and consequently increasing business profitability by ensuring that Selfridge’s fraud thresholds are not breached.• Analysing large Excel data sets and user behaviour to identify fraud trends.• Investigating linked multiple accounts and attempts to create velocity rules on Cybersource’s Decision Manager.• Ensuring a positive customer experience by detecting more good orders swiftly. • Conducting AML checks using Experian prove id functionality, for customers using the safety deposit boxes in Selfridges.• Knowledge of Payment Card Industry (PCI) Data Security Standard (DSS) regulations.

Ensure the day-to-day smooth running of the EMEA sites order flow and back end/post-transactional processes. Also, review online orders using the Accertify fraud system to identify potential fraud, and provide fraud customer support, contacting customers occasionally for additional information, assisting with possible fraudulent activity.• Monitor the order flow on daily basis, raise any issues with warehouse on logistics, returns issues and creation credit vouchers for all websites• Process and monitor return and refund requests, order cancellations through Oracle, working closely with customer services team, operations and IT teams to ensure timely response• Work with both warehouses (UK and Netherlands) closely for any issue/enquiry regarding the order processing• Provide daily, weekly and monthly KPI report• Raise issues and enhancements through Workfront IT system• Assist in the creation of chargeback dispute documents and upload to Chase Payment Tech system, or Paypal• Assist in resolving delivery issues with Klarna (UGG Germany), and Paypal• Escalating fraudulent orders to intercept and prevent delivery where possible, liaising with customer services and DPD• Liaise with Retail team and assist in any issues with Click and Collect deliveries that have not been uploaded onto ZenDesk, or that may be fraudulent.

Analyse, detect and prevent fraudulent activity in an international multi-channel environment, whilst also maximising commercial opportunities. Review and analyse online transactions to identify any potential fraudulent activity using the Datacash/Gatekeeper tool• Process refunds for store orders, instore orders and online transactions.• Liaise with Customer Service Team and respond to all queries within agreed SLA to allow the team to respond to the customer in a timely manner • Analyse store transactions by using data mining solution and other tools to identify potential fraud or compliance issues • Review and defend all chargeback transactions for all stores and for online on a daily basis identifying the type of chargeback, processing any necessary refunds and liase with external parties.• Log and analyse chargeback data to propose solutions to improve store and online processes to minimise the risk of fraud. • Respond to Bank and Police requests for information and assist with investigations into fraudulent activity• Investigate Head Office staff purchases and refund activity to identify fraud and non-compliance • Provide the business with reports and updates on online and store fraud – weekly, monthly and as and when required • Investigate Missing parcel issues in the UK and internationally

Responsible for preventing all aspects of online fraud for UK and US sites. Ensure orders are reviewed as quickly and efficiently using knowledge of risk management services, Cybersource and recognise fraudulent behaviour• Work closely with both Distribution Centre and International Customer Service Team Management• Handle all types of customer correspondence relating to fraud or security checks, inclusive of serious complaints, via email and telephone and manage difficult complaints with good negotiation and diplomacy skills• Highlight and communicated trends in any identified fraudulent orders or customer accounts displaying suspected fraudulent activity• Work alongside Cybersource to continuously update and implement new rules based on chargebacks received and fraud trends• Work closely with Customer Services Manager and eCommerce Manager to ensure stats are regularly communicated to the• Review and defend all online UK and international chargebacks, and log any refunds that were processed• Investigate lost in transit claims

The main role is to prevent fraudulently acquired funds being deposited or withdrawn from customer’s accounts from the system.• Recognition of fraudulent patterns and reporting to management• Daily reporting on fraudulent activity that has been found, and monitored throughout the day.• Review cash withdrawals for fraudulent activity and action the account accordingly if necessary.• Review and action accounts for affiliate fraud and bonus abuse.• Monitoring players transfers to and from Poker to detect chip dumping.• Detecting fraudulent accounts / Fraud trends from a players initial deposit (verifying account details, analysing payments, locating any associated accounts, possible underage)• Using external tools such as URU, to verify a players identity and age• Customer service emails - Respond to various customer queries regarding their accounts

Fraud Management - Working to reduce the impact of fraud and chargebacks. This included constantly monitoring fraud rules in Cyber source which was our Fraud Management system and Payment gateway for online orders. Manage all order reviews and related customer services issues. Temporarily relocated to Birmingham for 2 months to manage Customer Services team • Managed Customer Services team for 2 months. Temporarily relocated to Birmingham for this assignment• Day to day contact internally and externally for online payment enquiries, and process and record refunds/cancellations on a daily basis• Support in the setup promotional calendar and co-ordinate the ongoing management of the calendar through liaising with the internal team members, Marketing, Buying and Merchandising.• Ensure all areas of the business, e.g. Warehouse, and Customer Services are informed about activities planned through the promotional calendar. Working alongside Copywriter, ensure that all communication on the website is user friendly • Web analytics - compile and optimise daily key performance indicators. Identify opportunities for future development and improvements• Compile weekly ecommerce report to allow measurement of website performance, effectiveness of online marketing channels and analyse any trends which become apparent

Personal assistant to the Southern Regional Manager, and also support the Retail Operations Manager, and HR Manager when required with projects and various ad-hoc administration tasks. This mainly included liaising with all locations throughout the UK, and Head Office on a daily basis• Analysis of each areas Profit and loss, credit cards, petty cash, and phone bills• Diarise Retail Teams movements, plan travel itineraries, book flights and accommodation• Preparing monthly reviews of store locations for the Chief Executive and Directors• Attend weekly meetings and take minutes• Hands on Customer Services experience• General administration duties such as filing, faxing, incoming and outgoing post• Effective planning and organisational skills

• Worked on shopfloor asissting customers. Cash handling• Provide professional customer service• Stock control