Customer Service Manager

**** ** ***** ******

Vancouver, WA *****

****@***************.***

cell: 360-***-****

Michael D. O’Connor

home: 360-***-****

http://www.linkedin.com/in/mdoconnor

Summary:

Driven, analytical, business savvy manager with 15+ years of experience in client services/customer service/technical support, 9 years of experience in the online payment realm, and 6 years focusing on fraud detection, prevention, and investigations. Adept at putting best practices in place and building rapport with vendors, partners, and clients both internally and externally. Experience has been seasoned by working in a variety of organizations ranging from smaller, start-up environments to larger, enterprise level corporations on both the vendor and merchant sides across different industries. Some positions required building new services, teams, or entire departments from the ground up.

Specialties:

Comprehensive knowledge of Card Not Present fraud prevention, abuse prevention, and payment management as both a merchant and a service providerCompetency with data query (SQL) and computer-assisted audit tools and analysis techniques (Excel, IDEA, ACL)Practical experience with various compliance requirements, including the Payment Card Industry Data Security Standard (PCI DSS), Anti-Money Laundering and Bank Security Act (AML, BSA), OFAC (Office of Foreign Assets Control), Children’s Online Privacy Protection Act (COPPA), and othersPersonal drive to assist businesses with team creation/leadership, customer retention, and services managementConsummate team player, utilizing cross-departmental communication and collaboration to achieve business objectives

Professional Experience:

President at Ironclad Consulting, LLC, 11/2008 to presentHelping businesses improve payment options, prevent fraud losses, and attain compliance. Clients range from investors to start-up businesses to well-established companies who are looking for help gaining an edge or stopping the bleed.

Director of Professional Services for Iovation, Inc., 04/2008 to 11/2008

Key accomplishment: Provided structure and leadership for dozens of high-profile projects.

Worked closely with Sales, Integration, Client Group, Marketing, and Data Analytics teams on:Proof-of-concept processes leading to product improvements which increased client stickinessConsulting/best practices services, assisting clients with individual fraud needs that increased client loyaltyE-Commerce and fraud education, improving industry knowledge and effectiveness of sales and service teamsInformation gathering and knowledge transfer processes, improving internal communication and workflowReturn on investment calculations, increasing value of services in the eyes of the clients (and thus client loyalty)Sales discussions, demonstrations, and supportRFP management for large potential clients, including Barclaycard US, the Royal Bank of Scotland, and MicrosoftTraining presentations and documentation, enhancing the on-boarding process for the Integration Team

Director of Risk Operations for Neopets, Inc., a division of MTV Networks/Viacom, 06/2007 to 04/2008

Key accomplishment: Educated the executive team on payment best practices and fraud prevention strategies.Assembled a payment gateway solution for the Kids & Family division of MTV Networks (Shockwave, Atom Entertainment, Nick Arcade, and Neopets), aimed at increasing revenues as much as 60%As part of the payment gateway solution, counseled the executive team regarding fraud prevention and risk mitigation technologies, tools, and processesManaged a team that handled refund requests, fraud claims, and payment related support inquiriesAssisted with financial reporting of e-commerce activities across Kids & Family divisionAs a volunteer contributor to the Merchant Risk Council, served as a member of the Board of Advisors

CONTRACTING - Manager, Fraud Operations for Obopay, Inc., 04/2007 to 06/2007

Key accomplishment: Provided payment industry and fraud prevention leadership to a fledgling organization.Established overall fraud prevention strategies and systems directed at protecting the company against stolen credit card funding, anti-money laundering, and other types of fraud in the card-not-present environmentDirected the PCI compliance project for the companyOversaw the engineering of reports to illustrate key financial data points, membership activity (signups, referrals, money transfers), and fraud tracking

Manager, Risk Services for CyberSource Corporation, 11/2005 to 01/2007

Key accomplishment: Built and managed a new department for the company, creating an additional revenue stream.Structured and launched an entirely new business service, Managed Risk, for the companyInterviewed, trained, and managed two teams (for CyberSource and BidPay) that grew from 2 to 20 fraud investigatorsEstablished departmental policies, procedures, and workflow for order review agentsSecured office space, negotiated lease, and acquired all necessary build-out necessitiesCreated relationships with 3rd-party service providers to enhance investigative toolsConsulted merchant executive teams on fraud prevention strategies to maximize revenue and minimize fraud lossesSynthesized individual fraud profiles for each merchant, including custom rules and selectors matching their unique business culture and fraud historyParticipated directly in the Service Level Agreements that were organized for each merchantPrepared detailed reports that illustrated team performance against the established SLA’s, expenditures versus budget, fraud developments, and order review trendsPlanned the development of investigative tools, data display options, and merchant management functions with the software engineering team. Helped structure some of these to market to CyberSource’s existing clientele.Worked closely with the Technical Account Management team to handle merchant technical strategies and challengesReduced online fraud losses of clients by as much as 60%

Management Positions for Overstock.com, 03/2004 to 08/2005

Key accomplishment: Maintained a fraud loss ratio of 0.25% while maximizing salesManaged the hiring, training, mentoring, budget, scheduling, and all other department necessities for both an internal and external team of 20 to 60 fraud investigatorsCreated and maintained business rules that protected the company from online fraudStayed on top of modern fraud prevention techniques via participation in the MRC (Merchant Risk Council), review of historical fraud attempts, and interaction with card issuers and law enforcementBalanced fraud prevention tactics using a mixture of internal business rules and 3rd-party automated toolsMaintained a company-wide chargeback-to-sales ratio of 0.25%Saved the company approximately $30 million in credit card fraud annually

Key accomplishment: Built an outsourced customer service department for the company.Served as Project Manager for a critical customer service outsourcing project in Bangalore, IndiaOversaw all aspects of planning and implementation, including IT/connectivity considerations, agent training, and establishment of quality assurance metricsManaged the project in India for approximately 1 month until implementation was complete and project went liveReduced email-based customer service costs in the company by approximately 70%Quality Assurance Specialist and Escalations Manager

Key accomplishment: Managed sensitive customer service issues escalated to the highest level.Created and revised quality monitoring metrics for customer service activitiesMonitored performance of staff against quality metrics across all contact channels (phone, email, live chat)Mentored and provided service improvement solutions to individual representativesComposed and revised canned responses to service inquiriesTracked and responded to customer service inquiries addressed to the CEO of Overstock.comMitigated item returns by 60% and maintained or increased customer satisfactionAs an outside consultant:

Key accomplishment: Built a relationship with the local law enforcement agency.Trained new agents in the Salt Lake City FBI CyberCrimes unit in online fraud trends and prevention strategies from an online retailer perspective

Positions Prior, 1994-2004Managed customer service, client services, and technical support teams for Packard Bell Electronics, Glaspac Total Solutions, Greenville Glass Industries, ProPay USA, and Q Comm International

Education:

MS, Economic Crime Management, Utica CollegeExecutive Master of Science degree in Economic Crime ManagementEstimated completion date: May, 2011Education has included a review of network and Internet security elements (firewalls, NIDS/HIDS, TAPS, switches vs. hubs, etc.), advanced fraud analysis, data analysis processes and applications (IDEA, ACL, etc.), forensic accounting methods, corporate fraud awareness, and more.

Bachelor of Arts, Degree in International Relations, Brigham Young UniversitySpecialized in Middle East and JapanProficient in spoken Japanese (although a bit rusty)

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