Amsterdam2013 - 2016Online Payments:
- Managed the relationship with the PSPs, acquirers and PayPal
- Handled the acquirers to keep the card acceptance rate as high as possible
- Educated stake-holders to put payments on the map in order to have everyone aligned on the conversion opportunities on checkout/payments optimisation
- Coordinated stakeholders for reconciliation issues
- Ad-hoc consultancy role for other Richemont legal entities
- Initiated a move to a new Payment Service Provider
Anti-Fraud
- Initiated from scratch the payment anti-fraud strategy to keep the chargeback rate 3 times better than the industry standards whilst keeping a friction-less experience to genuine customers despite the high average order value
- Initiated relationships with card issuing banks to prevent fraud
- Managed two Fraud analysts
Extended my scope to E-Commerce Business Intelligence in developing and iterating the monthly European E-Commerce reporting for the Group.
Nike
- Fraud Analyst
Hilversum2009 - 2013– Investigate orders for validity through investigation and research of fraud alerts and review
process for 21 countries with a main focus on France
– Dispute Credit Cards and PayPal chargebacks
– Maintain the negative list
– Maintain relationship with the law enforcement agencies
– Provide information, feedbacks and initiatives concerning the French market
– Create, maintain and score all the rules in Accertify for our 21 European countries
– Analyse all reported fraud cases and chargebacks, to identify new and emerging fraud patterns
& trends
– Build and score rules around the latest patterns & trends for each country and each payment
method
– Keep the review rate low without increasing the fraud loss
– Remain up-to-date with the new payment methods and fraud tools: assist to the yearly Paris E-Commerce fair
TomTom
- Customer Service Representative
Amsterdam2009 - 2009Responsible for proving support to French and English end-user customers. Troubleshoot devices issues with customer through the phone and email and provide solutions. Answer to pre-sales and after-sales questions.
