Gillian Thomas Email & Phone Number

Seattle, Wa, Us

San Francisco, California, Us

Fraud Analysis and Hacked Accounts Specialist for Humble Bundle Senior CustomerService Team. Providing fraudulent purchase data and user support analysis toaddress and prevent fraudulent activity on the Humble Bundle Platform, interactingwith both direct users, Humble Bundle partners, and external support teams.Maintained ongoing analysis of data trends while supporting daily and emergencylevel support directly to our Users.Reviewed daily email support queues for International user contacts, providingdirect email support in relation to fraudulent purchases and fraudulent accounttakeovers to complete full support resolution.Provided daily reviews of International Fraud Payment alerts to addresspurchasing patterns, preventing fraudulent users through Smyte, SIFT, andStripe payment data review systems.Communicated across multiple teams to support weekly changing promotions,sales, and major site events through Slack, Google Workspace, and internal Wikimonitoring.Created, Managed, and oversaw full life cycle JIRAs for issues ranging from siteoverview/errors to back-end prevention for user account protection and securityWorked directly with Engineering and Operations teams to create/maintainback-end systems for quickly and effectively address compromised accounts andfraudulent purchases with Humble Bundle's Customer Support User accountsystem.Handled professional communications regarding relations and revoking of digitalkey rightsHandled upwards of 150 tickets per day to address user inquiries and concernsAdhered to standards of quality and service as well as all compliancerequirements.Completed routine and complex account updates to resolve problems.Reviewed account activity to assess financial status and evaluate discrepancies.

Seattle, Washington, Us

Provided individual client support through the Trust and Safety team during emergency and non-emergency Situations, working directly with owners, sitters, vets, and insurance companies. Managed cases regarding property disputes, animal injuries, people injuries, and assisted in recovering lost animals through phone and email support. Solved complex situations through ZenDesk and JIRA reporting systems. - Investigated complex claims with due diligence- Provide de-escalation and empathy during sensitive situations- Problem solved complex situations while maintaining high levels of confidentiality while performing investigations- Worked with remote Management to suggest policy improvements and tools- Worked with the remote teams to proactively recognize online and offline risks by performing account investigations and mitigating losses by preventing unwanted activity on the site.- Educating users on how to maintain safety and security, while using Rover responsibly

Coordinated/Managed orders, distribution, and accounts receivable for multiple states and distributors, including Alaska Airlines. Assisted in on and off-site product marketing of brands. Handled all bar invoices and payment reconciliation and payroll.- Collaborated directly with Distillery production, management, and vendors.- Developed simple logistic plans that positively impacted production, distribution and inventory.- Assisted in renegotiating contracts with owners/vendors to reduce cost output and increase revenue.- Managed two bar location office/admin needs, including shared accounting duties.- Hosted regular onsite Spirits marketing through tastings every weekend.

- Coordinated/managed orders and distribution logistics for major accounts including Harris Teeter, Wakefern, Price Chopper and similar accounts across North America. - Imported products from Poland to distribute throughout the US and Canada. - Assisted with coordinating activities of International processing facilities and managed logistics (truck, ocean and air). - Collaborated with Logistics vendors and the Managing Sales Director. - Developed innovative logistic plans that positively impacted production, distribution and inventory.- Fully responsible for all accounting activities. - Coordinated all onsite booth logistics for International Seafood Convention in Boston- Assisted in international transition of acquisition by Marine Harvest in 2013