Andrew Robledo

Constant

Mar 2022 – Nov 2022

Remote

Risk Account Analyst

Monitor global queues to investigate cloud service conﬁguration, network exposure, and CPU usage patterns to evaluate risk in the SaaS platform Track risk incidents, account takeovers, and friendly fraud on client accounts and ﬁnd innovative ways to prevent future losses and enforce security issues Analyze system performance to identify abuse overload and assist trust and safety teams on issues regarding violations of internal policies Assess, document, and research the threat landscape to identify known and unknown areas of risk through known patterns and market trends Provide subject-matter expertise on cloud automation security, look for evidence of malicious or phishing attacks, and block SMTP requests as needed to prevent spam Deep dive into manual investigations to see IP addresses from log events and check for high instances of bandwidth resource abuse from clients and promo credit abuse from afﬁliates

Accenture

Jun 2019 – Sep 2021

Austin, Texas

Risk Payments Analyst

Client: Facebook Review fraud trends in global queues by using the SRT (Single Review Tool) software to monitor posts from known fraudsters, prohibited product listings, and overall suspicious activity on the Marketplace platform Use customer due diligence, KYC, and AML knowledge to prepare investigative reports with SAR ﬁlings when occurrences are found Follow KPI guidelines through open-source internal research and communicate with banks for chargeback investigations to grant approvals on any discrepancies through appeals and disputes created while maintaining a quality score above 96% Provide support to customers via email, inbound phone calls, and live chat for issues or questions about orders made on the B2C and C2C Facebook Marketplace platforms, and enforce safe social posts with content moderation Reviewing 960 tickets to meet daily goals, conducting deep dives and identifying root cause analyses of potential risk areas, and analyzing the impact of volume and AHT to assist WFM with forecasting Provide assistance to users involving potential account takeovers, unauthorized purchases, and card-not-present (CNP) transactions while working closely with 3DS authentication with PayPal and Stripe Onboard new clients for business ads made by Facebook and analyze ongoing accounts for increased credit line requests from existing clients

Party Time Beverages

Jan 2017 – May 2019

Austin, Texas

Quality Control Assistant / Delivery Driver

Deliver soda products daily to 10–14 local restaurants within our clientele list, install new soda product machines, and upsell to new and existing customers Design, review, and update quality control policies while organizing audit paperwork for the quality manager Inspect all materials to ensure they are in good working order, check for outdated or expired products, and manage inventory levels within the soda distribution warehouse Testing and assessing products, identifying product defects, recording and reporting issues, supporting process improvements, and making the necessary repairs when needed

Adecco

Jan 2016 – Jan 2017

Austin, Texas

Fraud Analyst

Client: Apple (Retail Contact Call Center) Review and analyze purchase transactions, chargeback requests, and customer accounts to detect unauthorized activity Take appropriate action based on transaction characteristics and account changes related to possible fraudulent charges or compromised accounts Maintain performance metrics above 96% in false-positive cases Reach out to customers and ﬁnancial institutions to obtain additional information to verify legitimate purchases, averaging around 80 outbound and inbound calls per day

Sixpack Shortcuts

Jan 2015 – Jan 2016

Austin, Texas

Assistant Quality Assurance Manager

Write policy changes and new daily content on the business's Facebook page. Exceeded the department's daily quota for managing quality recorded phone calls, increasing the daily volume by 40%. Training and coaching employees in Salesforce for the QA and sales departments to ensure quality standards are met. Create reports to track progress and report internal audits to formulate strategies that increased overall productivity by 30%. Test software for mobile and web applications by executing test cases and clearly documenting the results. Generated new leads from research and assisted with sales calls when volume was high

Skills