Summary
Overview
Work History
Skills
Timeline
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Alicia McShane

Englewood,CO

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Motivated Fraud Analyst touting 10 years of expertise investigating suspicious activity. Knowledgeable resource committed to finding answers and working with clients and interdepartmental personnel. Promoting exemplary skills in project management, analytics and fraud pattern detection.

Overview

10
10
years of professional experience

Work History

TRUST AND SAFETY COUNTER-FRAUD ANALYST

ZOOM INC
06.2022 - Current
  • Creates, establishes, and manages method and processes combating potential fraudulent trends and behaviors
  • Develops and updates language for user C&Ds and terminations based on account type and/or fraudulent behavior
  • Proactively mitigates risk by reviewing and validating machine learning models; leading investigations into fraudulent accounts and trends stopping upwards of 27 separate fraud schemes over 2 years
  • Creates customer and employee KYCs, SOPs and M&Ps to maximize efficiency, ensure safety of customers and Zoom products helping streamline the day-to-day, presenting policy proposals to legal, organization leaders and stakeholders
  • Analyzes potential fraudulent payments to determine additional risk using Stripe, Adyen, Zuora and SQL
  • Investigates reselling of services by unauthorized customers, potentially onboarding as authorized partner to stop revenue leakage and provide additional revenue to business

GLOBAL FRAUD MANAGER

DIRECTV
10.2016 - 06.2022
  • Lead fraud department in identifying and resolving internal/external fraudulent activity domestically and abroad up to and including termination of services
  • Developed and updated language for user policies, C&Ds and contracts tailored for each account type and/or fraudulent behavior
  • Maintained customer base and revenue stream by providing fraudsters with financial resolutions resulting in ROI of $2.3 million for 2021 and tracked $3.1 million for 2022 Gathered, presented and distributed daily, weekly and monthly individual reports, statistics and forecasting to multiple levels of management Led team of 10+ 3rd party dealers and contractors
  • Facilitated account corrections and customer transitions acting as point of contact for customer escalations and enforcement

TEAM LEADER/CALL CENTER SUPERVISOR

AT&T/DIRECTV
10.2014 - 10.2016
  • Supervised 8-15 team members to confirm compliance with set procedures and quality requirements.
  • Conducted training and mentored team members to promote productivity and accuracy while maintaining an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.

CUSTOMER RESOLUTION SPECIALIST

DIRECTV
06.2014 - 10.2014
  • Utilized company resources efficiently while resolving customer issues, minimizing costs without compromising quality of service.
  • Streamlined complaint resolution processes for improved efficiency and faster response times.
  • Spearheaded initiatives aimed at improving overall customer experience, leading to higher retention rates.

Skills

  • Teamwork and Collaboration
  • Analytical Thinking
  • MS Excel
  • Team Collaboration and Leadership
  • Documentation And Reporting
  • Project Management
  • Fraud prevention
  • Process Improvement

Timeline

TRUST AND SAFETY COUNTER-FRAUD ANALYST

ZOOM INC
06.2022 - Current

GLOBAL FRAUD MANAGER

DIRECTV
10.2016 - 06.2022

TEAM LEADER/CALL CENTER SUPERVISOR

AT&T/DIRECTV
10.2014 - 10.2016

CUSTOMER RESOLUTION SPECIALIST

DIRECTV
06.2014 - 10.2014

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Alicia McShane