Open to opportunities

Pamela Hackett

@pamelahackett

Message

Results-driven Fraud and Payment Operations Analyst with 10 years experience.

United States

Message

What I'm looking for

I am looking for a remote role that fosters collaboration and innovation in fraud prevention and customer operations.

I am a results-driven Fraud and Payment Operations Analyst with nearly a decade of experience in online gaming, risk mitigation, and customer service. My expertise lies in chargebacks, KYC, transaction monitoring, and regulatory compliance. I have a strong command of tools such as Zendesk, Jira, GeoComply, and Excel, which I utilize to enhance operational efficiency and ensure compliance with industry regulations.

In my most recent role at DraftKings, I led investigations into suspicious transactions, managed chargebacks, and resolved complex customer complaints. I reported key performance indicators and fraud trends to senior leadership, while also mentoring junior analysts and coordinating workflows for remote teams. My previous experience at Golden Nugget Online Gaming allowed me to maintain high customer satisfaction ratings while delivering Tier 1 and Tier 2 support. I am passionate about leveraging my skills to contribute to fraud prevention and data-driven customer operations.

Experience

Work history, roles, and key accomplishments

Fraud & Payment Operations Analyst / Lead

DraftKings

May 2022 - Apr 2024 (1 year 11 months)

Led investigations into suspicious transactions and ensured full compliance with DGE and AML regulations. Managed chargebacks and collaborated with collection vendors, while also resolving complex customer complaints and live Zendesk tickets.

Chargebacks AML Zendesk

Customer Support Representative

Golden Nugget Online Gaming

May 2017 - May 2022 (5 years)

Delivered Tier 1 and Tier 2 support via phone, chat, and email, investigating account issues and assisting with payment concerns. Maintained 90%+ customer satisfaction ratings and resolved tech tickets using Zendesk.

Customer Support Zendesk Customer Satisfaction Technical Support

Patient Access Representative

AtlantiCare

Jan 2017 - May 2017 (4 months)

Managed scheduling, check-ins, insurance details, and front desk operations. This role focused on patient access and administrative tasks within a healthcare setting.

Scheduling Patient Check Ins Insurance Verification Administrative Support Patient Check In

Education

Degrees, certifications, and relevant coursework

Kaplan

Certificate, Medical Coding & Billing

Currently pursuing a Medical Coding & Billing certification, focusing on healthcare industry standards and practices. Expected to complete the program by November 2024, enhancing skills in medical documentation and billing processes.

Kaplan

License, Property & Casualty Insurance

Currently pursuing a Property & Casualty Insurance License, focusing on insurance principles and regulatory compliance. Expected to complete the licensing by January 2025, preparing for a career in the insurance sector.

Vineland High School

High School Diploma, General Studies

Completed high school education, gaining foundational knowledge across various subjects. Developed essential skills in communication, critical thinking, and problem-solving.

Atlantic Cape Community College

Certificate, Veterinary Assisting

Completed a Veterinary Assistant Certificate program, acquiring skills in animal care, veterinary procedures, and clinic operations. Gained practical experience in assisting veterinarians and managing animal health records.