Laurel Spain Email & Phone Number

Portland, Or, Us

-Working cross functionally with Machine Learning Modeling, Engineering, Product, Business Operations, Risk Operations and Compliance to detect and mitigate fraud on the platform.-Monitor customer behaviors both inauthentic and authentic. -Track and monitor fraud patterns in relation to identity and other verticals of the platform. -Analyze data sets and any existing risks to detect fraud and provide feedback on areas for improvement. -Monitor and record fraud trends in forms of spreadsheets and reports. -Collaborate with product to identify fraud concerns on future product releases. -Aided in developing a new team with processes, documentation and taxonomy labels -Interview potential candidates for the team-Train new hires and ensure policies and procedures are followed with high accuracy -Part of the inaugural group for the internal Security Champions Program

Portland, Oregon, United States

-Onboarding new hires and training them in workflows -Aiding in hiring process by reviewing candidate's writing samples-Monitor various workflows and ensure SLAs are met, pivoting team members as needed.-Work with banking partners and stakeholders to improve/update current workflows and systems-QA of workflows, ensuring consistency across team-Notate fraud patterns, escalate as needed to machine learning and risk management to mitigate fraud across platform-Utilize SQL to pull account information from tables

Portland, Oregon, United States

-Provide support to DRIs as needed by monitoring workflows and pivoting team members to different workflows to ensure SLAs are met. -Monitoring open source platforms for determining fraud trends and relaying information to team for a proactive approach. -Aid in developing workflow for Salesforce communication with customers. -Write-ups on trends and patterns for management and machine learnint so blockers can be put in place to mitigate fraud on the platform.-Provide support to cohorts by answering any questions on cases-Main focus on UI fraud, picking up on trends and partnering with data science to put blockers in place to prevent fraudulent deposits. -Support in other review workflows, such as ACH deposits, transaction monitoring and remote deposit capture.-Collaborate with banking partners by providing necessary account information.

Portland, Oregon Metropolitan Area

-Interact with customers over multiple communication platforms including phone calls and emails.-Solving approximately 370 combined phone and email tickets per week.-Consistently in the weekly top 10 list of employees with high customer ratings through Stella. Average customer rating of 4.8/5.-Top performer in company for production, recently placed in top 10 of internal competition for most ticket solves in a month.-Promote business mission of sustainability and find a connection with customers and our culture.-Collaborate with product, engineering and marketing departments to create a smooth experience for users. -Respond to clients in a timely and respectable fashion.-Detect signs of customer churn and navigate ways to connect customer to product.

Portland, Oregon Area

-Conducted vendor management of beverage program, developing long-term relationships with vendors.-Ran B2B transactions with vendors, ensuring we had products on campus meeting client standards.-Aided in developing beverage program, aiding in the research of vendors to work with. -Conducted QBRs of onboarded vendors were a still a good fit with our program and team to see what changes could be made with our vendors to improve product experience for our guests.-Gathered CSAT scores from surveys to see if our guests were satisfied with our product and services. -Compared results YoY to determine what products were most popular with guests and evaluate peaks and lows of engagement. -Supervised FOH team in onsite restaurant space for Airbnb, servicing 500+ people breakfast, lunch and happy hour. -Project management of creative ideas for office engagement, happy hours, events and program planning. -Helped open two restaurant spaces on campus. -Utilized various software programs for menu entry and WordPress to post events to website. -Graphic design of posters and other propaganda, advertising for events and specials. -Aided in coordinating events for educational purposes connecting staff, vendors and hosts. -Assisted in producing a no-waste program, utilizing ingredients to their fullest potential and eliminating excess packaging whenever possible.

Portland, Oregon Area

-Vendor management of local beverage companies.-Managed the budget for the beverage program, tracking KPIs and CSAT-Assisted in producing a no-waste program, aiding in product adoption of guests.-Utilized internal programs to run daily operations. -Coordinated events for educational purposes connecting staff and hosts. -Provided monthly surprise snacks for the office based on local and seasonal produce. -Utilized ingredients to produce in-house beverages from kombucha, house made tea blends, and fermented sodas.

Hillsboro, Or

-Vendor management, running B2B transactions amongst various food vendors-Compared popularity of menu items YoY to see highs and lows of certain menu items. -Enabled employees to grow and run a successful restaurant.-Honed budgeting, purchasing, and inventory processes and skills within the kitchen. -Brought two locations to 100% on health inspection scores.-Minimized food and labor costs.-Trained and educated a team of 12 staff members. -Hired and terminated employees based on company needs.-Conducted monthly inventory and entered numbers into Excel.-Led and directed staff during various events while focusing on catering. -Ensured food needs were met by working in conjunction with event clients.

Beaverton, Or

-Procurement of food orders for restaurant space.-Led line during rushes and ran all stations within the kitchen ensuring orders were expedited to customers. -Performed all facets of opening and closing the store. -Monitored labor costs and ensured new team members were properly trained on company policies and procedures. -Assisted the kitchen manager with conducting performance reviews. Set up spaces for guests, prepped food for delivery, and planned upcoming events.

Master'S Degree, Public Health, 4.0

Majored in public health with a focus on environmental health and emergency preparedness.

Bachelor'S Degree, Culinary Management, Minor In Sustainability, 3.7

Studied culinary management Minored in sustainability Student worker-worked in storeroom aiding in setting up of ingredients for classes.