Sam Cleland Email & Phone Number

- Collaborate with cross-functional partners to define and rollout a Quality Assurance program- Create all necessary documentation and SOP’s for program details- Gather, analyze, and present data to understand and improve upon the team's efficiency and quality of work and identify trends - Create dashboards and reporting in order to visualize trend analysis- Coordinate and participate in calibration sessions with Risk Operations Leadership to ensure consistent application of quality standards- Act as a subject matter expert to ensure team members are meeting quality expectations - Recommend, develop, and implement process improvements based on collected data that can be used as benchmark measurements

Remote

- Own end-to-end analytics workflow, including defining success and performance metrics, socializing them across the organization, and creating actionable dashboards and reports- Work with data engineers to maintain and update key data pipeline and analytical datasets- Proactively explore data and identify opportunities to help accelerate product development or improve the existing online identity and fraud decisioning process.- Evaluate data to track the conversion and fraud impact through experiments and from recommendations.- Translate analysis results to recommend rule creation and implementation and partner with Machine Learning team on building new fraud strategies- Support new product formation and new vertical exploration under Trust and Safety area- Created and owned new processes to visualize data and metrics in order to present to executive leadership in weekly syncs. - Headed up multiple special projects from leadership, including serving as a subject matter expert and trainer for several products.

Remote

- Reviewed up to 300 suspicious accounts per week, diagnosed account issues, and identified links to deter fraud attacks, and independently solved complex fraud scenarios and cases using data and solid judgment. - Conducted complex investigations of fraudulent activity and analyzed customer data to identify fraud patterns and emerging trends, preventing $39M of fraud loss.- Worked collaboratively with cross-functional teams of up to 15 people to share fraud trends and provide insights on new fraud behaviors and methods, including building and testing new systems and applications.

Omaha, Nebraska, United States

- Monitored real-time queues and identified high-risk accounts on the business platform at an average rate of 2500 accounts per month.- Determined current fraud trends through analysis of accounts and transaction patterns.- Wrote SQL queries to improve fraud analysis tools and techniques to cut down on manual research.- Created and refined process for chargeback data analysis, resulting in automating over 800 requests per week.- Worked with a cross functional team of 10 people to develop and test rule sets and machine learning models.

Omaha, Nebraska

- Assisted customers in providing timely resolutions to technical support issues via email, phone, and remote desktop.- Participated individually and in collaboration with a team to implement projects for new and existing customers.- Ensured stable, reliable production system operations by maintaining, supporting, and troubleshooting daily system processes- Mastered multiple software programs; including OnBase, FileBound, and Kofax.- Approached assigned duties with a sense of urgency, discipline, dedication, and ownership

Omaha, Nebraska

- Conducted 200 risk reviews and analysis of external vendors to coordinate setup of new legal entities per week.- Created procedures for working with entities outside the United States using knowledge of international and domestic banking and finance regulations.- Developed improved processes for workflow in order to reduce turnaround time and redundancies in company systems.- Managed requests from vendors regarding account updates and payments for field offices in multiple countries.

Omaha, Nebraska

- Provided accurate, up-to-date quotes and place equity and options trades on behalf of clients, coach clients on best market practices.- Mastered and taught clients how to use multiple complex trading platforms - therefore empowering clients to become self-directed traders- Engaged in open-ended conversations with clients regarding their investment goals and attract additional assets and business while still meeting all stated and unstated service, educational, and trading needs.- Owned client issues and needs, including handling complex issues related to trading strategies and solutions such as margin calculations on equity and option positions.- Refined written and verbal communication skills to relay accurate, concise information to clients and client-facing associates via phone, email and chat.

United States

- Investigated fraud referrals and performed research to preemptively prevent fraud in customer accounts and reviewed accounts and determine the legitimacy of account holders and activity to prevent identity theft.- Coordinated investigations with internal business partners and regulators, including state and federal law enforcement agencies. - Monitored cases and reports to identify fraud trends and prevent fraudulent funds from entering PayPal systems.- Consistently met department goals and expectations for all metrics and performance indicators. - Assisted with training and mentoring for new hire and probationary employees, including supporting training classes and responding to new associates via phone and chat.

United States