Ben M.

Not specified

• Returns and Chargeback Management

  VGW · 2022 — 2023
  Identifies fraudulent activities by conducting thorough audits of transactions and player profiles. Prepares evidence documentation for financial institutions to lead dispute arbitrations. Monitors payment trends and device usage to improve platform security and reduce risk.

• Financial Data Analyst

  Thrive Capital · 2023 — Present
  Handles high-volume data entry by accurately inputting information from source documents into company databases under strict deadlines. Audits and verifies source documents to ensure data integrity prior to system entry and assists with data migration to new platforms to maintain accuracy. Oversees departmental budgeting and audits financial reports to uphold internal standards. Supports strategic planning by monitoring performance metrics and assisting in executive decision-making. Conducts investigations of fraud on suspicious transactions, account activities, and payment behaviors, ensuring appropriate case resolution. Manages account blocks, chargeback cases, and dispute resolutions with detailed documentation in coordination with relevant teams and financial institutions. Processes and reviews a large volume of financial transactions while ensuring data accuracy and confidentiality. Monitors real-time operations, including call volumes and staffing levels, to consistently meet service level targets. Generates daily and monthly operational reports for performance tracking and forecasting using Excel and other reporting tools. Analyzes shrinkage, attendance, and staffing trends for workforce scheduling and capacity planning, enhancing forecasting accuracy. Provides recommendations to improve operational efficiency and workforce allocation. Collaborates with cross-functional teams to address system and scheduling issues that impact productivity.

• Customer Service & Back Office Support

  TELUS International · 2015 — 2019
  Addresses complex inquiries through phone, email, and chat, focusing on administrative accuracy. Manages financial transactions, such as high-volume refunds, debits, and account reconciliations. Compiles documentation of fraud research to aid in the resolution of claims and collections.

• Bachelor of Science in Hospitality and Tourism Management

  Saint Louis University – Mary Heights Campus, Baguio City · 2009 — 2014