Heather Rowland Email and Phone Number

The career you tend to fall in love with often ends up being the one you never expected. That's exactly how I fell into the Trust & Safety industry nearly 10 years ago. I started at Discover in their collections department, needless to say, I was hungry for something a bit different. After a few months, I took a role within the Fraud Prevention department. I quickly learned I found a niche that I loved, picking out patterns, risk assessment. It was not long before I was promoted to Fraud Investigations, and soon after Lead Fraud Investigator. In this role I learned the depths of credit card fraud, the dispute process, and the chargeback process. I also helped train and lead 20+ employees during my time in this role. I spent nearly 4 years at Discover before searching for something new. I wanted to broaden my skill set within the Trust & Safety world and took a position with Netflix as a Social Media and Corporate Escalation Manager. Within this role I managed Social Media responses for Netflix, risk mitigation, and corporate escalations. I took on the role of assisting and partnering with our VIPs and business partners to create a cohesive and beneficial relationship. After my time at Netflix, I decided that I liked the drive and growth found within start-ups and began my search for a new area to expand. I took a role with Thumbtack, specializing in mediation between stakeholders and contractors ultimately leading to litigation. I helped build and created standards for new third party mediation techniques and processes. After my time with Thumbtack, I am now currently working with AvantStay, a luxury rental startup company. I am leading out their Trust & Safety department as the second employee in this role. I am creating SOPs for what processes are needed for this industry as well as managing risk with incoming reservations.