iHerb is a multi-billion dollar health and wellness company dedicated to offering Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.Here I am managing the long term fraud and payments strategy for the iHerb global business which covers 185 countries and all currencies using 39 payment methods. Currently I am driving the process to minimize manual review using a variety of new technologies to improve accuracy and speed in decision making to increase the overall approval rate while maintaining an healthy risk ratio. We work tirelessly to maximize conversions across several high risk territories globally making iHerb a leader in e-commerce worldwide and are working minimize our cost of payments with local and cross-border approaches as necessary across the whole globe.I continue to lead my staff by making sure they are supported in their growth and goals not only at the company but in the entire fraud industry using the Servant Leadership philosophy.

Host of the Fraud Boxer Podcast providing interviews and best practices for folks in the fraud, payments, chargebacks, and customer experience space. I strive to have a "no fluff" approach to the interviews that get to the point without wasting the listeners time. I book people who I think are interesting and encourage them to share stories about their past, present, and futures.

Content and SME contributor to the best fraud fighter community out there! Contributor on these original video series:-Rant Time with Jordan-Fraud Unscripted-This Week in the House of Fraud

Responsible for the global strategy for fraud and chargebacks across all owned ticketing channels and regions. Drove key initiatives cross department to deliver products to enhanced our approach to both fraud prevention and chargeback automation. Worked with key stakeholders in senior leadership to scope and size projects and deliver enhancements within budget. Owned vendor management and new contract negotiations.I left Ticketmaster in December 2021 to Join iHerb.

Lead both the fraud investigation and chargeback teams. Most activities included assigning tasks to team members, prioritizing initiatives internally, removing blockers, and cross organization coordination. Vendor management and relationships were a large focus in 2020 and 2021 while enhancing the use of our current portfolio of tools to maximize their efficiency on both sides of the transaction. During the current COVID-19 crisis I worked closely with all the card brands on a near constant cadence and select issuers to partner close coordination of handling of the pandemic as it relates to our business. Staying on top of brand guidance and updating responses as well as leveraging automation in new ways to address the influx of cases. Also spent a large amount of time with my CB team and the finance teams to build out new reporting to accurately portray a financial picture of my departments success to company stakeholders. In September 2020 my teams started assisting with global coverage on both fraud investigations/rules and chargeback representing across multiple territories. My team also used the quieter sales season to overhaul the our prevention tools and strategy to maximize efficiency and accuracy when touring began again.

I lead a team of awesome individuals who fight all chargebacks across all US markets of the entire Ticketmaster, TM+ Resell, TicketWeb, TicketsNow portfolio. I make sure each one is equipped with the tools they need to fight the large number of daily incoming chargebacks and be successful in their roles. During my first 120 days I started and completed the implementation of the new chargeback management platform to increase capacity across the entire team. Also, in my first 6 months was able to get the team capacity up from 14 cases per day each to over 38 per day each to answer to the increasing volume of incoming disputes. My enhancements were able to increase "touches" on cases to 3X the volume capable when I first joined with the same number of staff. In my first year I also created a new partially automated process for rebilling which lead to a nearly 10x increase recovered revenue while speeding up the process from months to hours. This process eliminated the need for 3 full-time people manually doing data entry and freed them up to focus on responding to disputes while increasing accuracy and data points for clients and reps at the same time. I also work with the fraud team and assisting them with evaluation and negotiation of new tools for them to use to help them prevent chargebacks further up the stream and improve the overall fan experience from start to finish using my long history of all tools and reputation in the marketplace. I also work directly with our client partners helping them understand the processes for both prevention and chargeback responses on our side as well as assisting them with their own mitigation and representment strategies for box office sales.

Golden Hippo is a direct response marketing firm for 22 different brands of supplements, cosmetics, and other consumer goods. There I lead a team consisting of 1 fraud team manager and 6 offsite analysts that do manual review and data analysis daily. I oversaw and assisted with the implementation of new fraud tools, payment gateway, ERP system and chargeback reduction processes across all 22 MIDs. My team and I brought them into compliance for all card brand guidelines across all MIDs reducing fees. I implemented standard velocity and complex device rules as well as modified AVS restrictions to increase conversions while lowering chargebacks over all brands. I designed and implemented a whole new system from the ground up and deploying across a complex organizations made up of many 3rd party front end stores, shopping carts, fulfillment centers, shipping software, offsite customer service, gateways/processors, and multiple fraud tools.I worked daily with front end developers to deploy new fraud tools properly and make sure they functioned to spec and worked as we need them too without interfering with the checkout processes and conversion rates. I analyzed daily reports provided to me by my team across all brands and MIDs to watch for daily trends and make appropriate changes needed with checkout processes, fraud tools, and review team to make sure we were working efficiently and accurately. I also helped implement chargeback representment service that resulted and maintained a 76% win rate the entire first year. I left in April of 2018 to join Ticketmaster.

I worked on the Gyft Solutions gift card division. It was a start-up style company where we each of the four people on the team wore all the hats in the organization to some extent. I assisted with everything from fraud fighting strategy and rules development across multiple prevention platforms all the way down to fighting chargebacks and paypal claims and everything else in between. We were the leading digital gift card wallet and marketplace app which presented a unique set of challenges with instant delivery of the closest thing to cash there is without being actual paper money. Gyft accepted a wide range of payments including Bitcoin, Paypal and standard credit cards in addition to contactless payments like ApplePay and AndroidPay. My focus was on the platforms of both the Gyft consumer facing business and Transaction Wireless managed gift card solutions for online sales of gift cards for a variety of major well-known businesses.In early 2017 Gyft was folded into the larger offerings from First Data.

Founded the fraud prevention department. Created the entire end-to-end strategy of fraud prevention at Fandango. Also ran the day to day operations as a one person department (later 2 with a chargeback person to supplement) that included daily monitoring of hundreds of thousands of transactions with the goal preventing credit card fraud on one of the world's largest ticketing websites. I watched for trends and out-of-the-ordinary transactions that signaled investigations into all aspects of their origin as well as actions to prevent them in the future. I worked directly with movie theater partners and the Federal Government to ensure that fraudsters were stopped permanently when discovered.Evaluated current solutions and made modifications to existing solutions to make sure we were always a step ahead of the fraud trends occurring at any moment. I assessed current practices for all aspects of the purchase flow, both pre and post transaction to determine what changes could be made to not only prevent future fraud, but enhance the customer experience overall.Designed one of the most sophisticated policy score based rule sets for the time (Pre-ML) for determining the risk of purchases in real time based on several hundred different pieces of information about each transaction. Automated a "yes or no"​ (never "maybe/review") decision on whether to accept a sale. Our constant refining of this rule set made us an industry leader in the use of risk management across both mobile and traditional web purchase channels. It also ensured that new and emerging trends were also included and covered before the fraudsters found ways around current rules by being able to act immediately to changes in their behavior.My investigations and data lead to charges and convictions totaling over 200 years in prison sentences. This helped bring closure and justice to those who had fallen victim to financial hackers and thieves all over.I left Fandango in March 2016 to join Gyft.

Answered standard billing and service questions for our large customer base and potential new customers. I also performed many troubleshooting steps on caller’s devices (PCs, Mac, Blu-Ray players, game consoles, mobile phones, etc.) to ensure that our customers had the best experience possible using our service on their desired device. I also assisted other reps while live on calls helping them to answer technical questions they didn't have or couldn't find the answers to. Helped coach new reps with positioning statements and call flow to maximize the efficiency and potential from each call.

Tier 1 technical advisor in the iOS division for AppleCare. People who own iOS products (iPhone, iPad, iPod Touch) in warranty or have purchased extended coverage from Apple directly would call in and have me troubleshoot or replace their devices. I also split my time being a QA and sitting behind reps as they took calls and coached them after each call on where they could improve and how to get better utilization out of their tools and resources. I was recruited by Netflix and left to work for them.

Answered the phones in an advanced call center environment and performed tasks such as device troubleshooting, billing, and other customer service related tasks.

I started out as a floor sales rep here and quickly became manager of two stores. From there I moved to buying the men’s lines, shoes, and skate hardgoods. Eventually I wound up as head men’s buyer, buying the top grossing softgood lines, as well as shoes, and hardgoods still. I learned almost everything I know about the industry from this job and am very fortunate to have been a part of it since their change to action sports retail. I was with them from 3 stores till they had 7 and was a crucial part of their success with my focused and responsible purchases made by paying close attention to margins and turn around on the sales floor