Fraud & Risk Operations Specialist
Resume:
Carla Conner
Woodbridge, Virginia
**********@*****.***
linkedin.com/in/carla-conner-a1484b111
Professional Summary
Fraud & Risk Operations professional with nearly 20 years of progressive experience at PayPal, advancing from Customer Service Representative to Fraud Specialist through a consistent record of strong performance, sound judgment, and customer advocacy. Experienced in fraud investigations, transaction monitoring, account takeover (ATO), identity verification, payment risk, and complex case resolution within a global financial services environment. Known for balancing fraud prevention with exceptional customer experience by conducting thorough investigations, analyzing transactional activity, documenting investigative findings, and collaborating across Risk, Compliance, Operations, and Customer Support teams. Experienced supporting AML-related investigative processes through detailed documentation, policy-driven risk assessments, and effective cross-functional collaboration. Recognized for professionalism, analytical thinking, adaptability, and the ability to remain calm under pressure while protecting customers, reducing organizational risk, and delivering outstanding service in both on-site and remote work environments. Core Competencies
Fraud Investigations • Fraud Prevention • Transaction Monitoring • Risk Analysis • Account Takeover (ATO) • Identity Verification • Payment Fraud • Seller Risk • Buyer Risk • Customer Experience • AML Support • Suspicious Activity Documentation • Regulatory Compliance Support • Chargebacks & Dispute Resolution • LexisNexis • Case Management • Microsoft Office Suite • Microsoft Teams • CRM Systems • Google Workspace • Remote Collaboration • Analytical Problem Solving • Cross-Functional Collaboration
Professional Experience
PayPal January 2003 – June 2022 Omaha, Nebraska Fraud Specialist August 2014 – June 2022
Remote: March 2020 – June 2022
Conducted end-to-end fraud investigations involving account takeover (ATO), identity theft, suspicious account activity, and fraudulent transactions. Protected customers and the organization through risk-based decisions using transaction analysis, identity verification, LexisNexis, and collaboration with Risk, Compliance, and Operations teams. Supported AML-related investigative documentation and successfully transitioned to remote work in March 2020 while maintaining productivity and investigative quality.
Seller Risk Phone Representative August 2012 – August 2014 Investigated seller account activity, policy violations, chargebacks, transaction history, and fraud indicators while balancing fraud prevention with customer experience. Buyer Risk Phone Representative May 2007 – August 2012 Investigated unauthorized account activity, payment disputes, and account security concerns while verifying identities and resolving complex cases.
Customer Service Representative January 2003 – May 2007 Delivered high-quality customer support and built the operational foundation that led to advancement into Risk Operations and Fraud Investigations. Corby Street Apartments – Project Manager (Part-Time) October 2014 – May 2022 Managed the day-to-day operations of a 36-unit residential apartment community, overseeing tenant relations, leasing, rent collection, maintenance coordination, vendor communications, and administrative operations.
Technical Skills
LexisNexis • Microsoft Office • Microsoft Teams • Google Workspace • CRM Systems • Case Management Systems • Remote Collaboration Tools
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