Joshua Bagley, Cfe Email & Phone Number

Columbus Area, Ohio

• Protect company revenue by methodically reviewing transaction data, evaluating potential fraudulent activity and implementing a uniquely tailored fraud remediation strategy for up to 14 largely recognized merchants in multiple verticals.• Exercise judicious data review to identify emerging fraud trends, and fine-tune customized fraud strategies as needed. Provide detailed reports that clearly explain to merchants the performance of current risk management strategies, and if appropriate, how the current strategy can be improved.• Utilize exceptional communication skills in written, verbal, and presentation formats to provide first rate customer support and guidance for clients. • Confident public speaker frequently called upon to deliver training sessions to clients regarding the use of CyberSource risk products. Provide training remotely and/or travel onsite depending on the merchant’s needs. • Regarded as Subject Matter Expert for Merchants, due to in-depth knowledge of proprietary CyberSource risk management products, all aspects of fraud mitigation, decision manager tools, as well as 3rd party global identity verification/authentication tools.

Columbus, Ohio Area

• Train and manage contact center associates on functionality of fraud verification system.• Monitor and coach contact center associates on a monthly basis to meet personal and company goals. • Determine departmental goals and manage associate productivity. • Experienced in fraudulent order verification for in-store and online orders. • Review and recommend web based tools to assist in identifying fraudulent orders.• Tested all aspects of internal and external hold queue before launch. • Key member of e-commerce team that implemented advanced fraud screening to reduce company risk.• Reduced the fraud chargeback rate from .21% to .08% since the launch of our advance fraud screening.• Determine additional staffing needs based on order volume. • Research and resolve escalated fraudulent orders.• Review chargebacks monthly and make recommendations to mitigate future chargebacks.• Provide assistance to law enforcement and financial institutions. • Resolve escalated customer concerns and enforce company policies. • Compile and distribute reports on fraud department activity.• Manage vendor relationships, i.e. Targus and Cybersource• Lead cost cutting team to evaluate current vendor accounts.• Member of the Merchant Risk Council.

Columbus, Ohio Area

Senior Fraud Specialist• Researched and resolved fraudulent orders.• Team Leader to 30-40 fraud specialists.• Resolved escalated customer concerns and served as policy and procedure resource for fraud specialists.• Communicated regularly with department supervisors on fraud issues, ideas and concerns. • Compiled and distributed regular reports on fraud department activity.Seasonal Employment Specialist• Collaborated with team of recruiters to hire over 300 new seasonal call center associates and over 2500 distribution center associates in a 12 week period to meet holiday demands. • Recruited potential employees at job fairs.• Counseled hiring managers in candidate selection process. • Prepared and facilitated new hire offers. • Interviewed candidates for various positions and recommended hire.• Assisted with administration and preparation of new employee orientation, and new employee paperwork. • Entered all new application and resume information into the recruiting database.

North Canton, Ohio

Customer Service Representative • Served as liaison between customers and technical support personnel.• Contacted technical support personnel and deployed them to the field in order to investigate and correct errors.• Documented problem resolution as reported by technicians.• Served as Team Leader for customer service group.