MATTHEW DIGIRO

*

Data Analysis & Insights: Utilize Looker and SQL to perform in-depth analysis of fraud/chargeback data, leading to actionable insights and improved fraud mitigation strategies.

*

Stakeholder Communication: Present fraud/chargeback trends to stakeholders, offering data-driven recommendations to minimize losses and enhance fraud prevention efforts.

*

Dashboard Optimization: Revamped legacy Looker dashboards and developed new ones, significantly improving data tracking and trend analysis.

*

Vendor Collaboration: Partnered with third-party fraud and chargeback prevention vendors to optimize chargeback processes, enhance win rates, and reduce false positives.

*

High-Risk Investigations: Conducted thorough investigations of high-risk accounts, implementing appropriate actions to safeguard against fraud.

*

Excellent Customer Service: Communicated directly with customers through Zendesk to resolve fraud-related inquiries and provide recommendations and solutions for account security.

*

Account Takeover Resolution: Identified and addressed Account Takeovers, working directly with customers to determine and address root causes.

*

Data Analysis: Analyzed extensive datasets (SMS, phone, email) to identify fraud patterns and emerging trends, providing critical insights to enhance fraud detection mechanisms.

*

Cross-Department Collaboration: Worked with various departments to resolve complex fraud-related issues, ensuring comprehensive solutions and continuous improvement.

*

Marketplace Investigation: Reviewed user accounts and listings across multiple different markets for legitimacy. Took appropriate action on fraudulent accounts and worked with customers to solve issues related to fraud.

*

System Adaptation & Training: Quickly adapted to a new fraud detection system and landscape, effectively training colleagues and sharing expertise to improve team performance.

In addition to the responsibilities as Senior Fraud Specialist and Fraud Specialist:

*

Performance Management: Monitored and ensured agents met performance goals, providing coaching and developing performance reports to drive improvements.

*

Training Program Development: Designed and implemented a training program that successfully onboarded and trained an outsourced team in India, resulting in reduced handle/hold times and enhanced team efficiency.

860.989.5585 | mdigiro89@yahoo.com

Connecticut, United States https://www.linkedin.com/in/matthew-digiro/

PROFESSIONAL OVERVIEW

In addition to responsibilities as Fraud Specialist:

*

Subject Matter Expertise: Served as a key liaison between Trust and Safety and other departments, facilitating effective communication and collaboration.

*

Building and Collaboration: Led the push for more automation in day-to-day tasks. Worked with Engineering to build automated tasks, led to an increase in total orders reviewed by the team by decreasing the amount of time it took reps to resolve fraudulent orders.

*

Compliance & Sanctions: Assisted Compliance team with the Know Your Customer (KYC) Sanctions program, ensuring adherence to compliance standards and regulatory requirements.

*

Transaction Review: Reviewed user (Buyer and Seller) and technical data to determine the legitimacy of transactions.

*

Effective Individual Contributor: High volume, efficient IC. Consistently led the department in transactions reviewed and accuracy.

*

Fraud Management: Managed day-to-day fraud prevention tasks, contributing to the development and execution of fraud mitigation strategies.

Bachelor's Degree in Accounting

| Southern New Hampshire University

| GPA: 3.68 (Cum Laude), 2019