Michael Capone Email & Phone Number

Fort Lauderdale, FL, US

Brooklyn, NY, US

New York, NY, US

• Managed and oversaw daily functions of Fraud and Payments operations
• Mentored and led a team of 12 associates pushing them to reach their professional and personal goals
• Attended leadership meetings weekly to provide upper-management with strategic updates, process improvements, issues etc.
• Organized team scheduling and daily task assignments
• Led education on fraud operations process implementations and issues
• Created programs and presentations for cross-training of different departments

New York, NY, US

• ❖ Project: Fraud and Risk (New Hire) Training Program- Structured new training layout for incoming Fraud and Risk associates at FanDuel- Collaborated closely with FanDuel Training to create comprehensive program that.
• Trained two Fraud Supervisors and 17 fraud support associates completely for their roles
• Experienced in escalating situations for SAR reviews
• Assist the Compliance team with regulator inquiries on submitted fraud forms
• Identify potentially fraudulent trends working with Compliance based on the different state’s regulations in order to escalate and report
• Complete 6-10 prevention fraud form reports per day sent directly to individual state regulators

New York, NY, US

• Consistently reached weekly department goal of working on 375+ Salesforce cases
• Trained 8 Fraud and Risk associates completely on their role
• Among the top three in case production each week since May 2021
• Conducted weekly fraud prevention reports
• Monitored and responded to fraud inquiries raised by all departments through company Slack channels
• Prioritized cases for high value and VIP patrons, ensuring stellar user experience

New York, NY, US

• CSAT Rating December 2020: 72%, CSAT Rating January 2021: 82%, CSAT Rating February 2021: 85%
• CSAT Rating week of 2/27/21: 90.91% - (2nd highest in the entire CS department)
• Helped share user insights and trends to all areas of the business including product, marketing, and operations
• Monitored for critical site issues and escalate to the proper channels to ensure a speedy resolution
• Used technical ability to master internal administrative systems, review accounts, troubleshoot bugs and resolve issues
• Integral part of a collaborative team using email, chat and phone support to resolve issues and inquiries

Westborough, Massachusetts, US

• Worked in a fast-paced environment with project managers, engineers, production managers and planners to achieve monthly productiongoals.
• Managed relationships with dozens of clients and sales representatives daily to ensure a healthy and lasting relationship is established.
• Adept in Epicor Applications and SAP systems alike.
• Solely procured all materials for Columbia Tech Engineering (CTE) projects and prototype builds.
• Place and tracked purchase orders daily to ensure stock arrives in-house while supporting on-time delivery of materials
• Ensured the arrival of quality materials to Columbia Tech, easing the production and manufacturing of working units.

Brighton, MA, US

• Assisted the executive producer of the Dale and Holley show gather (and edit) audio and video for the daily radio shows.
• Became an expert in NewsBOSS radio programming through daily project management.

Milford, MA, US

• Collaborated in a team setting to resolve technological issues.
• Acquired exemplary intercommunication skills while performing site inspections/visits
• Set up wireless networks, sorted out data, located construction equipment while becoming an integral and reliable IT member.

Bachelors Of Science, Business Management

Business Administration And Management, General

Education record