TODD ABERNETHY
Calgary,AB
Summary
Customer Success and Fraud Mitigation Specialist with a 15-year background in office administration and client-facing roles creating solutions to drive business growth and delivering exceptional customer experiences. Crafted solutions to protect against fraudulent activities preventing over $200,000 in fraudulent transactions in 2023. Eager to contribute to a team that supports the mission of delivering industry- leading service and security to clients.
Overview
17
17
years of professional experience
Work History
Customer Success / Fraud Mitigation Specialist
Showpass
12.2022 - Current
- Demonstrated efficiency by completing over 9,400 cases from ticket buyers and event coordinators through Zendesk in 2023, setting Client Success department's benchmark for performance.
- Orchestrated comprehensive analysis of market trends and patterns to detect fraudulent activities; developed and implemented innovative fraud mitigation strategies resulting in 8% increased revenue protection.
- Boosted credit card dispute resolution success rate to 46% in 2023, up from 37% from previous year, by preparing and presenting compelling evidence to cardholder's banks through Stripe and Square platforms.
- Engineered adjustments to payment gateways and descriptors, culminating in 18% decreased overall disputes, which streamlined financial operations and bolstered revenue security.
- Collaborated with Product and Finance teams to identify customer pain points; led cross-functional initiatives that revamped product features, resulting in 20% increased customer satisfaction scores.
- Pioneered implementing gift cards as supplementary revenue channel driving 2% revenue uplift and significantly enhancing customer engagement.
Owner / Operator
I-SPY Escape Games
01.2023 - Current
- Built strong brand by planning, designing, and constructing entertaining games, punctuated by current 5.0-star Google rating.
- Executed account reconciliation, statement production, and tax submissions through QuickBooks, ensuring precise financial records highlighting 29% year-to-date net profit.
Owner / Operator
I-SPY Escape Games
04.2018 - 11.2022
- Pioneered brand concept in 2018, transforming enterprise into profitable venture with over 300% surge in revenue since inception.
- Delivered memorable experiences for thousands of guests accentuated by 4.9-star rating on Google and 5.0-star rating on TripAdvisor.
Operations Manager
KFC & Taco Bell, P-Jat Inc
08.2007 - 11.2022
- Managed end-to-end restaurant operations, overseeing human resources, quality assurance, inventory control, customer service, financial management, driving average annual company growth by 10%.
- Incorporated strategic recruitment practices, including structured interviews and performance-based assessments; resulting in 50% decreased turnover rates and improving team cohesion.
- Developed recognition programs to boost morale, increase retention, and encourage positive working environment achieving higher employee engagement and improved performance.
- Championed restaurant culture of inclusivity and diversity promoting equality, respect, and collaboration among all team members.
- Identified operational inefficiencies and streamlined processes to reduce costs, maximize efficiency, and ensure consistent quality standards achieving average food costs of 33% and employment costs of 25%.
- Maintained clean and safe working environments by adhering to brand standards and regulations attaining top 5% CER scores within Canada for eleven consecutive years.
Education
Bachelor's - Business Administration
University of New Brunswick
Fredericton, New BrunswickSkills
- Administration
- Cost Management
- Data Entry
- Employee and Customer Relations
- Forecasting
- Fraud Mitigation
- Inventory Management
- Invoicing
- Operations Management
- Payroll
- Product Quality
- Quickbooks
- Recruiting
- Salesforce
Timeline
Owner / Operator
I-SPY Escape Games
01.2023 - Current
Customer Success / Fraud Mitigation Specialist
Showpass
12.2022 - Current
Owner / Operator
I-SPY Escape Games
04.2018 - 11.2022
Operations Manager
KFC & Taco Bell, P-Jat Inc
08.2007 - 11.2022
Bachelor's - Business Administration
University of New Brunswick
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