Stephanie Monteon
Fullerton
Summary
Experienced with operational strategy, effectively overseeing large-scale projects and improving productivity. Utilizes comprehensive knowledge of resource management to achieve efficient workflow. Track record of leading high-performing teams and implementing impactful process improvements.
Overview
8
8
years of professional experience
Work History
Senior Operations Manager - Fraud
Missionlane
Richmond, VA
05.2025 - Current
- Led, coached, and developed 6+ Fraud Team Leads across four operational teams, driving performance, accountability, and career growth.
- Designed and implemented performance reporting, KPIs, and operational dashboards to provide actionable insights into team productivity, quality, and fraud trends.
- Fostered a collaborative, high-engagement culture through mentorship, transparent communication, and employee development initiatives, improving team effectiveness and retention.
- Identified and implemented process improvements that enhanced operational efficiency, scalability, quality, and regulatory compliance within fraud operations.
- Partnered with Legal, Compliance, Enterprise Risk, Product, and Operations stakeholders to align fraud prevention strategies with business objectives and regulatory requirements.
- Oversaw day-to-day fraud operations, ensuring service level adherence, risk mitigation, and consistent execution of fraud controls across multiple teams.
- Drove continuous improvement initiatives through data analysis, root cause investigations, and workflow optimization to reduce operational risk and improve customer outcomes.
- Managed and developed a fraud investigations team, overseeing case operations, performance management, hiring, and employee development while ensuring SLA adherence and regulatory compliance.
- Led the design and implementation of scalable investigation processes, fraud detection strategies, and operational controls that improved efficiency, quality, and risk mitigation outcomes.
- Collaborated cross-functionally with Risk, Compliance, Legal, Product, and Operations stakeholders to strengthen fraud prevention capabilities, optimize customer experience, and support business objectives.
- Utilized data-driven insights, trend analysis, and root cause investigations to identify emerging fraud threats and implement proactive risk mitigation strategies.
Risk Program Manager
Square
07.2020 - 04.2025
- Scoped, published, and maintained 100% of all policies and procedures for fraud and abuse.
- Subject Matter Expert in payments fraud and content abuse to advise cross-functional stakeholders.
- Engaged with third parties and vendors where necessary to advance policy and operations goals for the Risk organization.
- Monitored, tracked, and analyzed emerging fraud and abuse risk trends and provide recommendations for remediation.
- Monitored and reported on operational metrics and KPIs, and partnered with the Risk Operations teams on performance opportunities.
- Built strong internal relationships with partner teams and key internal stakeholders.
- Lead a specialized team focused on fraud prevention and risk losses management, ensuring a positive and collaborative work environment. Over 50 million in fraud savings.
- Facilitated continuous learning and development opportunities for team members, emphasizing expertise in fraud detection, risk assessment, and effective mitigation.
- Liaison between the fraud prevention team and other departments, directly contributing to overall company gross margin by managing fraud and risk losses.
- Support a moderation quality strategy that proved to be scalable, efficient, and aligns with the company’s values and policies.
- Lead BPO vendor performance and QA outcomes, advising Trust & Safety Operations areas of growth and opportunity.
- Collaborated and communicated effectively with internal stakeholders, including Policy, Training, and Enforcement Operations teams.
- Shared Quality Assurance (QA) process insights to strengthen QA reporting and quality improvements.
- Improved missed SLA percentage from 85% to 10% by implementing automation.
- Spearheaded the implementation of a risk assessment framework that reduced fraud incidents by 25% within the first year, through strategic surveillance and data analysis techniques.
- Helped lead a cross functional team for international fraud audits in the UK/EU markets resulting in passing with a satisfactory audit scire
- Streamlined project workflows, enhancing efficiency and reducing time to completion across multiple initiatives.
Operations lead
City National Bank of Oklahoma
Oklahoma City, Oklahoma
07.2018 - 04.2020
- Able to identify risk factors and trends of potentially fraudulent activity
- Developed comprehensive fraud detection strategies and business procedures that balance fraud loss and customer experience
- Identified gaps in current systems, policies, products and strategies and took action to avoid latest fraud risks with guidance from managers.
- Worked with internal partners across the company to change and promote awareness of fraud mitigation while focusing on improving experiences for legitimate customers
- Investigated all reports of external fraudulent activity to include: Visa, ATM, checks, loans and branch transactions.
- Provides assistance, supports and responds to questions and information needed by bank personnel regarding fraudulent activity.
- Tracks fraud and reports losses and recoveries monthly.
- Monitoring of bank fraud detection systems to analyze data and determine fraud trends and developing of fraud schemes.
- Implemented process improvements across operational workflows, achieving a 25% increase in efficiency and reducing operational costs by 15% through the introduction of Lean methodologies and continuous performance evaluation.
- Streamlined cross-departmental operations by integrating digital workflow tools, leading to a 30% reduction in processing time and enhancing overall team productivity.
Education
Bachelors - Business Administration - International Business
Southern New Hampshire University
12-2026
Skills
- Operations management
- Productivity improvement
- KPI reporting
- Strategic planning
- Procedure optimization
- Workforce planning
- KPI tracking
- Employee coaching
- Stakeholder management
- Cross-functional coordination
- Hiring and onboarding
- Data analysis
Timeline
Senior Operations Manager - Fraud
Missionlane
05.2025 - Current
Risk Program Manager
Square
07.2020 - 04.2025
Operations lead
City National Bank of Oklahoma
07.2018 - 04.2020
Bachelors - Business Administration - International Business
Southern New Hampshire University