Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Michelle Feggans

Ottawa,On

Summary

  • Interactions with High-Level Leadership: Proficient in engaging with senior executives and leadership teams to convey critical information and support decision-making processes.
  • Legal and Counsel Collaboration: Demonstrated ability to collaborate effectively with legal and counsel departments, ensuring adherence to regulatory and legal requirements.
  • Team Lead Engagement: Skilled at liaising with team leads to facilitate efficient workflow and achieve project objectives.
  • Support Analyst Coordination: Experienced in coordinating activities with support analysts to enhance operational efficiency and customer satisfaction.
  • Administrative Proficiency: Proven track record in various administrative tasks, including but not limited to:
  • Filing and document organization.
  • Accurate meeting minutes transcription.
  • Scheduling and calendar management.
  • Drafting and editing customer-facing and internal documents.
  • Precise financial ledger management for finance teams.
  • Travel budget planning and tracking.
  • Invoicing and financial record management.
  • Exceptional Attention to Detail: Recognized for an unwavering commitment to precision and accuracy in all tasks and documentation.
  • Award-Winning Customer Service: Acknowledged for delivering outstanding customer service that consistently exceeds expectations.
  • Achievement of Aggressive Budgets and Goals: Demonstrated track record of consistently meeting and surpassing challenging financial budgets and performance goals in fast-paced work environments.

Overview

17
17
years of professional experience

Work History

Use Policy Analyst

Shopify - Acceptable
05.2021 - 05.2023
  • Monitored Shopify's platform for illegal activity
  • Subject Matter Expert on Hateful Content, Adult Content and CSAM (Child Exploitation)
  • Reviewed Capital offers for higher risk merchants
  • Reviewed potential risk for publicity events .

Enablement Specialist

Shopify - Plus
04.2021 - 05.2022
  • Worked with Shopify’s key merchants in order to provide support for what could be risky businesses through monitoring, KYC verification and award winning customer service
  • Championed multi billion dollar project that enabled the business and merchants to succeed
  • Worked directly with the Legal and Payments teams in order to achieve aggressive goals.

Fraud Analyst

Shopify
01.2016 - 04.2021
  • Monitored and detected high risk international transactions and merchants to prevent and avoid fraud losses
  • Created merchant facing documentation regarding chargebacks
  • Corresponded with Payment processors such as Stripe in order to mitigate fraud losses and build strategies in order to support higher risk merchants.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations
  • Analyzed large amounts of data to find patterns of fraud and anomalies
  • Tracked fraud cases and monitored trends to develop strategies for prevention
  • Worked with third-party vendors to access and analyze data and systems
  • Evaluated success of fraud detection systems to identify areas for improvement

Backline Fraud Initiation Analyst/Resource Officer/Investigator

MBNA Canada
08.2009 - 01.2016
  • Detected fraudulent activity on client's accounts and monitored fraud trends
  • Investigated and communicated effectively with customers regarding validity of activity and concerns regarding existing claims and issues with their accounts
  • As well as corresponded through MasterCard, Credit
  • Unions, Police officers, litigators and clients regarding claim decisions and dispute concerns
  • Handled the full cycle of fraud claims, processed credits, liquidation, recovery and charge off by manually keying financial transactions in order to balance fraud loss
  • Retrieved appropriate data in order to mitigate fraud trends and loss
  • Balancing finance ledger in accordance with corporate budgets.

Fraud Operations Support Analyst

MBNA Canada
05.2006 - 08.2009
  • Coached, educated and mentored peers and new hires
  • Performed relief management duties by organizing scheduling, delegating tasks and organizing workflow
  • Provided feedback to management regarding opportunities and accomplishments with associates
  • Analyzed transactions, data and accounts to determine possibility of fraud and/or risk
  • Handled customer fraud and dispute claims by taking inbound and outbound calls regarding possibility of fraud and/or risk
  • Was responsible for troubleshooting issues with peers, customers and clients regarding accounts, system issues and risk
  • Calling financial institutions to verify validity of balance transfers and/or access cheques.

Education

High School Diploma -

Lisgar
Ottawa, Ontario
1999

Skills

  • Microsoft Office
  • Policy Preparation
  • Customer Satisfaction
  • Regulatory Compliance Adherence
  • Claims Preparation
  • Excellent Administrative Abilities
  • Payment and Investigation Escalations
  • Account Management Expertise
  • Policy Requirements and Eligibility
  • Policy and Procedure Explanations

Languages

English
Native or Bilingual
French
Professional Working

Timeline

Use Policy Analyst

Shopify - Acceptable
05.2021 - 05.2023

Enablement Specialist

Shopify - Plus
04.2021 - 05.2022

Fraud Analyst

Shopify
01.2016 - 04.2021

Backline Fraud Initiation Analyst/Resource Officer/Investigator

MBNA Canada
08.2009 - 01.2016

Fraud Operations Support Analyst

MBNA Canada
05.2006 - 08.2009

High School Diploma -

Lisgar

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Michelle Feggans