Mason Rice Email & Phone Number

Phoenix, Arizona, United States

• Review escalated cases and determine various risks.
• Interview the reported against party and reporting party.
• Analyze all available internal data for inconsistencies, fraud, and to determine if the data supports the allegation.
• Collaborate with legal and insurance teams when conducting investigations.
• Coordinate with law enforcement when deemed necessary.
• Determine the final resolution and actions for each case.

Phoenix, Arizona, United States

• Assess flagged situations to determine the necessity of an immediate internal investigation.
• Initiate phone contact and empathetically interview the reported victim and witnesses.
• Employ critical thinking to analyze available data and cross-reference it with the firsthand accounts to identify inconsistencies.
• Action initial platform access restrictions as needed.
• Create comprehensive documentation for further internal investigations.

Tempe, Arizona, United States

• Tier two contact for critical product and social safety situations; responsible for accurately recording interviews, investigating authenticity, and remediation.
• Investigate and action fraudulent account activity.
• Assisted in development of Microsoft policy for customer relations improvement.
• Created weekly improvement reports to elevate efficiency of customer service for Microsoft.
• Acted as an integral contact point between various Microsoft teams to facilitate solutions.
• De-escalated situations with empathy to maintain a high level of customer satisfaction while providing the best outcome for both parties.

Tempe, Arizona, United States

Customer support to resolve all tier one problems.Elected to special pilot team (Scout Team) that used elevated tools to solve customer issues.