MARY ANTONIETTE D. CAPARAS
Pinagbayanan, Pila Laguna
Summary
Detail-oriented team player with strong organizational skills and investigative skills and the ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
1
1
Certification
Work History
PTS Investigations Analyst
Virtual Gaming World, Inc.
07.2022 - Current
- Perform case review for High Risk Escalations and BBB complaints
- Review severe cases of Multiple accounts Abuse, High Value redemptions, and Jackpot winners
- Provide complex investigations on fraudulent and compromised accounts
- Maintains expert knowledge of all internal and external processing systems and provide a high quality investigative work
- Make recommendations for new or improvements to alerts, tools, procedures, and templates
- Works collaboratively with other teams in conducting case investigation
- Provide trainings for new team members and refresher trainings for the whole PTS team and other VGW members if needed, to apply best practices and proper use of development tools.
Anti Fraud Shift Supervisor
Virtual Gaming World, Inc
06.2018 - 07.2022
- Monitoring queues and identify high risk transactions or possible cases of fraud
- Recommending approaches for improving the company's security posture
- Observe customer transactions to identify fraudulent activities such as hacking, friendly fraud, theft, collusion, and bonus abuse
- Identify fraudulent transactions and cancel them from further processing and resolve queued transactions within the service level agreement
- Constantly monitor customer and transactional records to identify unauthorized transactions and fraudulent accounts
- Ensure confidentiality of all information collected during the investigation
- Determine existing fraud trends by analyzing accounts and transaction patterns
- Generating suspicious activity reports and risk management reports for Managers
- Coach agents with regard to their performances in order to improve their KPIs
- Conduct training for the new hires and up training for the new procedures set by the operations.
- Developed and implemented new processes and procedures to streamline operations.
- Prepared shift summary reports and communicated regularly on goals and progress.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Upwork Virtual Assistant (ECommerce Customer Support Manager)
Freedom Travel Gear (Shopify)
02.2018 - 01.2020
- Process refunds and negotiate with the suppliers
- Answer and interact with suppliers as well as drop shipping
- Deal with escalated customer service questions
- Check fraudulent/high risk orders on Shopify
- Answer ebay, Amazon and Paypal questions and chargebacks and disputes
- Train and coach the representatives
- Monitored emails, organized inbox, and prioritized messages for the CEO.
- Prepared PowerPoint presentations and ran slide shows remotely for virtual meetings.
- Organized and managed team tasks using Trello and Asana.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Financial Services Team Leader
Sky Arrow Technology Inc
06.2015 - 09.2017
- Performs daily operational tasks like processing of Bonus and Withdrawal transactions
- Ensure that all verification checks necessary are met before payout is released
- Investigate any cases of actual or suspected payment fraud/high risk accounts
- Independently determine fraud activity and act according to agreed procedures in regards to transaction
- Acceptance, payment method blocking and similar operating procedures
- Monitor payment transactions, velocity and sources to ensure we are managing risk and exposures
- Performs fraud and risk analysis through IP check, registered details against source of payment transaction
- Conducts indepth analysis of player’s profile against available documents and their payment history
- Ensure there is followup on issues identified using during the review process
- Handling of business correspondence from internal and external parties related but not limited to Payment transactions
- Makes recommendation on tools and procedures to improve market and credit risk analysis
- Other similar ad hoc work as set by the Management from time to time
- Coach agents with regard to their performances in order to improve their KPIs
- Conduct training for the new hires and up training for the new procedures set by the operations
- Send daily reports of all the transactions made by the players to determine win/loss of the company.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
Shift in Charge Risk Management Analyst
WilliamHill Online WHG
07.2012 - 05.2015
- Monitoring of real time queues and identify high risk transactions or possible cases of fraud within an organization
- Recommending approaches for improving the company's security posture
- Observe customer transactions to identify fraudulent activities such as hacking, friendly fraud, theft, collusion, fraud rings and other risks
- Identifying fraudulent transactions and cancelling them from further processing and resolving queued transactions within the service level agreement
- Ensuring confidentiality of all information collected during investigation and that ongoing issues are monitored and the team is following the process accordingly
- Determining existing fraud trends by analyzing accounts and transaction patterns
- Report to the managers relevant information pertaining to issues in risk management
Operations Team Leader
TELEPHILIPPINES, INC
05.2010 - 10.2012
- Responsible for coaching and counseling agents on their performances and offer sound recommendations to improve results and standard KPIs
- Trained, coached and managed 20 After Sales Consultants.
- Developed and promoted four (4) team members as Trainers and Subject Matter Experts (Telstra Project TV) in the past four months
- Lowest attrition rate at 0.05% from December 2010 April 2011 and at 0.00% from
- Improved internal process on Escalations to ensure that Supervisory Calls are being attended to in a timely and professional manner
- Managed high workload with consistent record of achieving deadlines and production targets.
- Adhered to applicable guidelines and requirements, and assisted team in doing same.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Motivated and trained employees to maximize team productivity.
- Compiled training materials for new employees and tracked skill development.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
Education
B.S. - Electronics and Computer Engineering
Adamson University
2004
Skills
- Strong background and experience in online fraud and risk
- Strong investigative and analytical skills
- Has sound data driven decisions related to chargeback activities
- Fraud and Credit Card Fraud Detection
- Transaction Monitoring
- Training Initiatives and Classes
- Anti Money Laundering (AML)
- Customer Satisfaction
- Customer Risk
- Review Documents
- Team Leadership
- Approaches chargeback cases logically and proposes appropriate resolutions
Accomplishments
Spearheaded the newly developed PTS Investigations Team with milestones in the discovery of multiple Fraud Rings and process improvements.
Certification
- New Supervisor Training December 6, 2010
- Root Cause Analysis March 2011
- Management Training Program August 2011
- Microsoft Powerpoint Presentation August 2012
- Advanced Excel Training September 2017
- Yellow Belt Lean Six Sigma July 24, 2017 and February 2023
- Cyber Security Training June 2023
Timeline
PTS Investigations Analyst
Virtual Gaming World, Inc.
07.2022 - Current
Anti Fraud Shift Supervisor
Virtual Gaming World, Inc
06.2018 - 07.2022
Upwork Virtual Assistant (ECommerce Customer Support Manager)
Freedom Travel Gear (Shopify)
02.2018 - 01.2020
Financial Services Team Leader
Sky Arrow Technology Inc
06.2015 - 09.2017
Shift in Charge Risk Management Analyst
WilliamHill Online WHG
07.2012 - 05.2015
Operations Team Leader
TELEPHILIPPINES, INC
05.2010 - 10.2012
B.S. - Electronics and Computer Engineering
Adamson University
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